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COMO The Treasury

RECEPTION TEAM LEADER

  • London, ON, Canada

Full-time

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Job details

Job type
Full-time
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Posting language
English
Posted

Original job description

Reception Team Leader

Property: COMO Metropolitan London

Position: Reception Team Leader

Base Location: London

Department: Front of House

Reporting to: Reception Manager/ Assistant Manager/ FOH Manager

Tasks/Responsibilities

  • Provide our guest with prompt and efficient room registration and check out according to the policy and procedure for registration
  • Having a full understanding of the LQA Standards
  • Answer calls in a polite and professional manner following LQA Standards and SOPs
  • Be completely knowledgeable of our product, and timings for our outlets and services
  • Handling cash and foreign currency exchange.
  • Handle guests’ complaints or problems in a polite and helpful manner or escalate to a superior if required
  • Offer guests information about the Hotel outlets, their opening, closing times and products on offer
  • Attend, and give, hand over at the end and start of your shift. Checklists to be completed during and at the end of each shift
  • Monitor general inbox on each shift and response to guest query
  • Works towards departmental daily/monthly goals to meet the required target, including COMO Club enrolments, upsell, LQA, online reputation and cross selling the spa and other hotel facilities
  • Work closely with the other departments, including Reservations, Concierge, F&B and Housekeeping to ensure guest expectations are met
  • Ensure the reception area is keep clean and tidy at all times
  • Ensure your float is kept to the specified amount and do not allow shortages to occur
  • Know the local shopping areas, restaurants, bars and places of interest in order to give accurate information and advice guests
  • Conduct oneself in such a manner as to reflect the COMO Metropolitan London mission statement. Set an example for staff to emulate and act as a role model
  • Supervise and Support Receptionists: Oversee the daily duties of reception staff, ensuring adherence to SOPs and LQA standards, while providing guidance and support.
  • Oversee stationary par levels and order what is needed both weekly and fortnightly
  • Mentor and Train Team: Provide training for new staff on hotel procedures, systems, and LQA standards, provides mock-up examples and facilitate ongoing development for existing team members.
  • Lead by Example in Guest Service Excellence: Demonstrate exceptional guest service and model LQA standard behaviours for the team, setting a high standard for guest interactions.
  • Ensure that credit checks are followed on each shift, and inform the Manager on duty of credit risk guests
  • Works towards departmental daily/monthly goals to meet the required target (i.e. – Upsell targets, LQA targets etc.)

Job Requirements

  • Previous experience in Reception, and with OPERA PMS or CLOUD
  • Proactive in approach with self-driven attitude
  • Excellent spoken and written English
  • Excellent Social and Communication skills
  • Well-presented and groomed
  • An in-depth knowledge of London, especially Mayfair and Belgravia and their surround areas, including places of interest, restaurants, shops and events taking place in the city
  • Experience in a 5-star luxury Hotel
  • Ability to speak another language

Thank you

We look forward to sharing news and inspiration from the world of COMO Hotels and Resorts.
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More about this job

Responsibilities

Lead and support the reception team, oversee daily front desk operations, and train staff to follow hotel procedures and LQA standards. Deliver excellent guest service while managing check-ins and check-outs, guest inquiries and complaints, cash handling, credit checks, departmental targets, and coordination with other hotel departments.

Requirements

Candidates should have previous reception experience, experience in a five-star luxury hotel, and familiarity with OPERA PMS or CLOUD. They should have excellent spoken and written English, strong communication skills, a proactive attitude, a polished presentation, and in-depth knowledge of London; an additional language is an advantage.

Skills

  • Guest Service
  • Reception Operations
  • Team Supervision
  • Staff Training and Mentoring
  • Opera PMS
  • Cloud PMS
  • LQA Standards
  • Standard Operating Procedures
  • Complaint Resolution
  • Cash Handling
  • Foreign Currency Exchange
  • Upselling
  • Communication
  • Credit Risk Checks
  • Local Area Knowledge

Visa sponsorship

Not detected in the job text

Categories

  • Hospitality
  • Management & Leadership
  • Customer Service & Support

Keywords

  • Reception
  • Front Of House
  • Guest Registration
  • Check-In
  • Check-Out
  • OPERA PMS
  • CLOUD PMS
  • LQA Standards
  • Standard Operating Procedures
  • Guest Complaints
  • Cash Handling
  • Foreign Currency Exchange
  • Upselling
  • COMO Club Enrolments
  • Online Reputation
  • Cross-Selling
  • Credit Checks
  • Reception Team Supervision
  • Staff Training
  • Staff Mentoring
  • Guest Service
  • Hotel Operations
  • Reservations
  • Concierge
  • Food And Beverage
  • Housekeeping
  • Luxury Hotel
  • London Local Knowledge

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