Front Office Team Leader (Fully Flexible – 24/7 Operations)Job Summary
The Front Office Team Leader is responsible for supporting the day-to-day operation of the Front Office department and ensuring exceptional guest service at all times. This is a hands-on role requiring active participation in Reception duties while providing guidance and support to the Front Office team. The successful candidate must be fully flexible and available to work day, evening, night, weekend, and public holiday shifts in line with business and departmental requirements.
Key Responsibilities/Operational Duties
- Support the Front Office Management team in the efficient operation of the department.
- Supervise the Front Office team and ensure service standards are maintained at all times.
- Lead by example and provide excellent customer service to guests.
- Act as the first point of contact for escalated guest enquiries and complaints, resolving issues promptly and professionally.
- Ensure company policies, procedures, and brand standards are followed.
- Work closely with Housekeeping, Reservations, Food & Beverage, and other departments to ensure smooth hotel operations.
- Assist with training and coaching team members to support their development.
Reception Duties
- Provide hands-on support and cover the Reception Desk as required.
- Carry out guest check-ins and check-outs efficiently and professionally.
- Process payments and maintain accurate guest accounts.
- Handle telephone calls, emails, and guest enquiries.
- Allocate rooms and manage arrivals and departures.
- Promote hotel facilities, services, and loyalty programmes.
- Ensure reception areas are maintained to company standards.
- Complete administrative tasks accurately and in a timely manner.
- Support night audit procedures and overnight operations when required.
Leadership Responsibilities
- Supervise team members during shifts and provide direction and support.
- Assist with shift handovers and ensure effective communication across the department.
- Monitor service delivery and contribute to continuous improvement initiatives.
- Ensure compliance with health and safety, fire, and security procedures.
- Support management in maintaining departmental productivity and performance standards.
Working Pattern
This role operates within a 24-hour, 7-day-a-week environment.
The successful candidate must be fully flexible and available to work:
- Early shifts
- Late shifts
- Night shifts
- Weekends
- Bank holidays
Shift patterns will be scheduled in accordance with business and departmental requirements and may vary to ensure operational coverage.
Requirements
- Previous experience in Front Office, Reception, or hospitality operations.
- Supervisory or team leader experience is desirable.
- Strong customer service and communication skills.
- Ability to lead and motivate a team.
- Good organisational and problem-solving skills.
- Experience using hotel management systems (Opera knowledge desirable).
- Ability to work under pressure in a fast-paced environment.
- Willingness to undertake both supervisory and operational Reception duties.
- Availability to work a fully flexible rota, including day and night shifts.
Flexibility Clause
Due to the nature of a 24/7 operation, the Front Office Team Leader is required to maintain complete flexibility and may be scheduled to work any shift pattern, including days, evenings, nights, weekends, and public holidays, based on business and departmental requirements. The post holder is expected to provide hands-on support at Reception and undertake additional duties reasonably requested to ensure the efficient operation of the department and the delivery of exceptional guest service.
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
