Reception Team Leader
Location: Mercure Northampton
Reports To: Front Office Manager
Job Summary
The Reception Team Leader is responsible for delivering exceptional guest service while supporting the day-to-day operation of the Front Office. Acting as a role model for the reception team, the Reception Team Leader ensures smooth and efficient guest arrivals and departures, maintains high service standards, and assists with team supervision, training, and performance management.
The successful candidate will be passionate about hospitality, possess excellent communication and leadership skills, and be able to thrive in a fast-paced environment while maintaining a positive and professional attitude.
Key ResponsibilitiesGuest Experience & Service
- Welcome guests warmly and professionally upon arrival and departure.
- Ensure efficient and accurate check-in and check-out procedures.
- Handle guest requests, enquiries, and complaints promptly and professionally.
- Deliver exceptional customer service and ensure guest satisfaction at all times.
- Promote hotel facilities, services, and local attractions to enhance the guest experience.
- Manage VIP arrivals, special requests, and guest recognition initiatives.
Team Leadership
- Support the Front Office Manager in the daily supervision of the reception team.
- Lead shifts and act as the first point of contact for reception colleagues.
- Provide coaching, guidance, and on-the-job training to team members.
- Monitor team performance and ensure compliance with hotel standards and procedures.
- Assist with staff induction, training, and development.
- Promote a positive team culture and encourage high levels of employee engagement.
Reservations & Front Office Operations
- Manage room reservations, amendments, cancellations, and guest enquiries.
- Ensure guest information is accurately recorded and maintained within the Property Management System (PMS).
- Assist with room allocation and maximise room revenue opportunities.
- Support the achievement of departmental targets through effective upselling of room upgrades and hotel services.
- Monitor room availability and work closely with Revenue and Reservations teams where applicable.
Administrative & Financial Responsibilities
- Process payments, guest accounts, invoices, and cash transactions accurately.
- Ensure daily banking, cash handling, and shift balancing procedures are followed.
- Maintain accurate records of guest accounts, room status, and operational reports.
- Ensure compliance with company policies, procedures, and data protection requirements.
Communication & Coordination
- Liaise effectively with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure seamless guest service.
- Communicate guest feedback, operational issues, and special requirements to relevant teams.
- Conduct effective shift handovers and ensure clear communication across departments.
Health, Safety & Compliance
- Ensure all Front Office procedures comply with hotel policies and health and safety regulations.
- Support emergency procedures and act appropriately during incidents.
- Maintain security awareness and ensure guest confidentiality is protected.
Skills & QualificationsEssential
- Previous experience in a hotel reception, front office, or hospitality environment.
- Strong customer service and communication skills.
- Experience using hotel Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Excellent organisational and multitasking abilities.
- Strong problem-solving skills and ability to remain calm under pressure.
- Competent cash handling and financial administration skills.
Desirable
- Previous supervisory or team leadership experience within hospitality.
- Hospitality Management qualification or equivalent experience.
- Knowledge of Accor brand standards and procedures.
Personal Attributes
- Positive, enthusiastic, and guest-focused attitude.
- Professional appearance and excellent interpersonal skills.
- Reliable, flexible, and able to work shifts including weekends and bank holidays.
- Strong attention to detail and commitment to service excellence.
- Ability to motivate and support team members.
Work Environment
This role is based within a busy hotel reception environment and involves frequent guest interaction. The Reception Team Leader may be required to stand for extended periods, manage multiple priorities simultaneously, and lead operational shifts while maintaining exceptional service standards.
Key Performance Indicators (KPIs)
- Guest satisfaction scores and online review ratings.
- Reception service quality audits.
- Check-in and check-out efficiency.
- Upselling and revenue generation performance.
- Team engagement and training completion.
- Compliance with brand and operational standards.
Pay: Up to £27,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
- Free parking
- On-site gym
- On-site parking
Work Location: In person
