Reception Supervisor

Reception Supervisor Job Description

Role introduction and recruitment profile

Role Introduction

The hotel is undergoing redevelopment and operational change as it prepares to operate as a Garner, an IHG Hotel. The hotel must continue to provide a warm, reliable and well-controlled experience for leisure and business travellers, wedding and event guests, groups, tours, local visitors and returning customers while new systems, standards and facilities are introduced.

The Reception Supervisor will lead the day to day delivery of Reception and help ensure that every stage of the guest journey is welcoming, accurate and efficiently coordinated. The postholder will supervise reception employees, organise shift activity, oversee reservations and room administration, monitor payments and records, support complaint resolution and maintain dependable communication with Housekeeping, Food and Beverage, Events, Maintenance and duty management.

This role requires a visible and organised front of house supervisor who can combine excellent guest service with careful administration and sound operational judgement. The successful candidate will coach the reception team, reinforce Garner and IHG service standards, support the introduction of new systems and procedures, and maintain calm, professional service during busy periods and redevelopment-related change.

Position Summary

Job title

Reception Supervisor

Hotel

Garner South Devon Gateway

Location

Kingsteignton, Newton Abbot, Devon

Reports to

Hotel Manager

Operational escalation

Hotel Manager and designated Duty Manager

Supervises

Receptionists

Working relationships

Hotel Manager, Housekeeping, Food and Beverage, Kitchen, Events, Maintenance, Sales, Finance and group support teams

Role scope

Reception leadership, guest journey, reservations, room administration, payments, handovers, front-office standards, training and brand readiness

Role Purpose

The Reception Supervisor is responsible for the safe, accurate and guest focused operation of Reception during assigned shifts. The postholder will brief and allocate the reception team, verify that required procedures and records are completed, resolve routine problems within delegated authority and ensure that outstanding issues are handed over or escalated.

The role supports the Hotel Manager by providing reliable front office information, maintaining consistent standards and coordinating Reception with the wider hotel. When formally assigned and suitably trained, the Reception Supervisor may also undertake defined Duty Manager responsibilities within the authority confirmed for that shift.

Management Structure and Working Relationships

· Report to the Hotel Manager and designated Duty Manager.

· Supervise reception employees during assigned shifts, giving clear instructions, support and feedback within the agreed management structure.

· Work closely with Housekeeping and Maintenance on room status, readiness, defects, guest moves and urgent priorities.

· Coordinate with Food and Beverage, Kitchen, Events and Sales regarding guest arrangements, groups, functions, weddings and billing instructions.

· Contribute to daily briefings and provide complete information about arrivals, departures, VIPs, loyalty members, special requirements, complaints and outstanding actions.

· Escalate matters outside delegated authority promptly, providing accurate facts, records and recommended next steps where appropriate.

Main ResponsibilitiesReception Shift Leadership

· Take responsibility for reception readiness at the start, throughout and at the close of the assigned shift.

· Brief the team on occupancy, arrivals, departures, groups, events, room status, special requirements, temporary arrangements and known risks.

· Allocate front desk, telephone, email, administration and follow-up activity fairly and according to competence and business need.

· Monitor reception cover, breaks, punctuality, presentation and workload, raising staffing concerns promptly.

· Ensure employees read and complete handovers, task lists, guest messages, checklists and required records.

· Remain visible and available to support difficult enquiries, operational disruption and peak arrival or departure periods.

· Provide a complete end of shift handover, clearly identifying unresolved items, ownership and required timescales.

Guest Welcome and the Guest Journey

· Set and demonstrate a warm, professional and efficient welcome for guests and visitors.

· Oversee accurate check-in and check out, including booking verification, identification, payment arrangements, deposits and key issue.

· Ensure guests receive current and accurate information about hotel services, opening times, facilities and temporary arrangements.

· Recognise returning guests, IHG One Rewards members and guests with accessibility or other special requirements, applying authorised benefits and procedures.

· Monitor queues, telephone response, email response and guest waiting times and take practical action when service is under pressure.

· Promote an accessible and inclusive guest experience and escalate requirements that need management support or additional planning.

Reservations Room Administration and Inventory

· Supervise the accurate creation, amendment and cancellation of reservations using the approved property management and booking systems.

· Check that correct rates, packages, restrictions, terms, room types, source codes, payment instructions and special requests are recorded.

· Review arrivals, departures, room status, no-shows, extensions, early departures, out of order rooms and outstanding balances.

· Coordinate room readiness and priority requirements with Housekeeping and Maintenance and escalate material discrepancies.

· Support accurate rooming lists, group notes and billing instructions for weddings, conferences, tours and other group business.

· Prevent unauthorised promises, rate changes, upgrades or facility confirmations and refer exceptions through the agreed route.

Payments Cash and Financial Controls

· Supervise the accurate processing of card, cash, account and other approved payments in accordance with PCI, data protection and hotel procedures.

· Check invoices, receipts, folios, deposits, account charges and billing instructions and ensure discrepancies are investigated promptly.

· Approve discounts, refunds, complimentary items, room moves or adjustments only within delegated procedures and limits.

· Verify shift balancing, cash drops, banking records and financial handovers and immediately report unexplained differences.

· Protect tills, payment devices, safes, guest accounts, vouchers and hotel assets from loss, misuse or unauthorised access.

Guest Requests Complaints and Service Recovery

· Take ownership of escalated guest concerns, listen carefully, establish the facts and coordinate practical action.

· Authorise routine service recovery only within training and delegated limits and record the reason, action and outcome.

· Keep the guest informed and verify that agreed action has been completed rather than assuming another department has resolved it.

· Escalate serious, repeated or unresolved complaints, requests beyond authority and matters presenting safety, legal or reputational risk.

· Review complaint and feedback patterns and raise recurring issues with the Head Supervisor and relevant department manager.

Communication Coordination and Handover

· Maintain reliable reception logs, daily briefs, shift handovers, guest messages, action lists and authorised operational notices.

· Share relevant guest and operational information promptly with the correct department and only on a need-to-know basis.

· Ensure unanswered telephone, email, digital or internal messages are assigned, followed through or handed over clearly.

· Use approved wording when explaining temporary changes, building works or altered facilities and avoid speculation or unapproved promises.

· Refer media, external or public enquiries concerning ownership, redevelopment, commercial matters or brand activity to the authorised spokesperson.

People Supervision Training and Performance

· Welcome and support new reception employees, reinforce induction requirements and provide appropriate supervision until competence is demonstrated.

· Coach employees in guest service, reception procedures, systems, telephone standards, reservations, payments, complaints and handovers.

· Monitor performance, conduct, punctuality, presentation, attendance and safe working during the shift and record concerns through the agreed route.

· Give clear and constructive feedback, recognise good performance and refer formal capability, conduct or employee relations matters to the Head Supervisor.

· Support reception rota planning, holiday information, shift cover and authorised breaks within staffing and payroll controls.

· Maintain accurate reception training records and confirm completion of mandatory, role specific and Garner or IHG learning.

Systems Records Data Protection and Security

· Use and supervise approved property management, reservations, payment, email, telephone and guest feedback systems accurately and securely.

· Support the implementation of IHG systems and programmes, including One Rewards recognition and approved guest-feedback or service recovery platforms.

· Maintain complete, legible and traceable records for registrations, handovers, messages, complaints, incidents, lost property and required checks.

· Protect personal data, payment information, room numbers, keys, credentials, guest histories and confidential documents from inappropriate disclosure.

· Ensure identity and access control checks are completed before keys are issued or booking information and guest details are disclosed or changed.

· Report system faults, workarounds, suspected data breaches, phishing, fraud, payment concerns or unauthorised access without delay.

Safety Security and Emergency Responsibilities

· Follow and reinforce fire, health and safety, security, safeguarding, first aid and emergency procedures relevant to Reception.

· Ensure the reception team understands its role in alarms, evacuation, emergency calls, guest accounting, key control and incident reporting.

· Maintain control of keys, access devices, emergency information and security sensitive records.

· Take safe immediate action within training when hazards, accidents, suspicious behaviour, welfare concerns or urgent defects are identified.

· Escalate serious incidents immediately and preserve accurate records and evidence for management, emergency services or authorised review.

Redevelopment and Garner Brand Readiness

· Support reception readiness for operation as Garner South Devon Gateway and apply authorised Garner and IHG front office standards.

· Complete required brand, service, problem handling, systems and compliance training and help the reception team apply it in practice.

· Participate in briefings, testing, practice sessions, room-release activity, inspections and evidence collection assigned to Reception.

· Maintain service continuity during works, system changes and altered guest routes by keeping reception information current and escalating risks early.

· Check that guest facing materials, scripts, forms, signage and digital information used by Reception are current and approved.

· Protect confidential project, commercial, employee and brand information and share it only through authorised channels.

Commercial Awareness and Reputation

· Support accurate selling of available rooms, packages and hotel services within approved rates, restrictions and availability.

· Direct event, group, corporate and other sales opportunities promptly to the appropriate person and record sufficient information for follow up.

· Avoid preventable revenue loss through accurate reservations, payment collection, no-show handling, charge posting and handover.

· Protect the reputation of Garner South Devon Gateway and IHG through accurate communication, professional conduct and prompt escalation of reputational risks.

Authority and Escalation

The Reception Supervisor may direct reception employees assigned to the shift, allocate reception duties, make routine reception decisions and undertake service recovery only within approved procedures, competence and delegated limits. Any additional Duty Manager authority applies only when formally assigned and documented for the shift.

The postholder must not make permanent staffing decisions, commence formal employee relations action, vary contracts, commit unapproved expenditure, alter approved rates or brand requirements, waive safety or security controls, make public statements or disclose confidential information.

The following matters must be escalated promptly to the Hotel Manager or other designated authority:

· Any immediate or significant threat to life, fire safety, security, safeguarding, legal compliance or business continuity.

· Serious guest, employee, medical, crime, violence, missing person or emergency service incidents.

· Data, payment, cash, key-control or guest privacy concerns, including suspected fraud or unauthorised disclosure.

· Serious or unresolved complaints, compensation demands beyond authority, media enquiries or reputational risks.

· Room, staffing, system, maintenance or redevelopment problems likely to materially affect guests or hotel operations.

· Any delay, missing evidence or control failure that may affect Garner or IHG readiness, inspection or certification.

Measures of Success

· Reception shifts are appropriately covered, clearly briefed and professionally supervised.

· Guests receive a warm, efficient and accurate service throughout enquiry, booking, arrival, stay and departure.

· Reservations, room status, payments, records, checklists and handovers are accurate, complete and timely.

· Complaints and guest requests are owned, recorded, resolved and escalated appropriately.

· Reception employees complete required training and consistently apply approved procedures and service standards.

· Safety, security, confidentiality, data-protection, key and financial controls are followed consistently.

· Reception works effectively with other departments and supports redevelopment and Garner readiness without avoidable service disruption.

Person Specification

Area

Requirement

Status

Experience

Previous supervisory or senior reception experience in a hotel or comparable guest facing operation.

Essential

Front office

Strong practical knowledge of check-in, check-out, reservations, room status, guest accounts and shift handovers.

Essential

Guest service

A warm and professional manner with proven ability to handle complaints and difficult situations calmly.

Essential

Leadership

Able to brief, allocate, coach and support reception employees and maintain standards during busy shifts.

Essential

Administration

Accurate keyboard, written, record keeping and organisational skills with close attention to detail.

Essential

Systems

Confident using hotel property management, booking and payment systems and able to learn IHG platforms.

Essential

Financial

Able to supervise payments, billing, balancing and cash controls accurately and identify discrepancies.

Essential

Judgement

Able to make sound routine decisions within authority and escalate serious or unusual matters promptly.

Essential

Compliance

Practical awareness of data protection, PCI, fire safety, security, safeguarding and emergency procedures.

Essential

Change

Experience supporting a refurbishment, hotel opening, brand conversion or significant systems change.

Desirable

Brand

Previous experience with IHG or another internationally branded hotel operation.

Desirable

Qualifications

Relevant hospitality, customer service, supervision, first-aid or health and safety qualification.

Desirable

Availability

Able to work a flexible rota including early mornings, evenings, weekends, bank holidays and peak events.

Essential

Personal Qualities

· Warm, confident and professional while maintaining appropriate boundaries.

· Calm under pressure and able to organise several priorities without losing accuracy.

· Visible and supportive with employees, while setting clear and consistent expectations.

· Careful with detail and disciplined in following actions and records through to completion.

· Guest focused without losing sight of safety, privacy, financial controls or operational limits.

· Adaptable and constructive during redevelopment, system implementation and brand change.

· Discreet and trustworthy with guest, employee, financial, commercial and project information.

Working Arrangements

Garner South Devon Gateway operates throughout the year. The Reception Supervisor will work a flexible rota according to business need, including early mornings, evenings, weekends, bank holidays and peak event or group periods. Defined Duty Manager responsibilities may be assigned when the postholder is suitably trained and formally rostered. Specific hours, remuneration, benefits and contractual terms will be stated separately in the employment offer and contract.

Review of the Role

This job description reflects the planned management structure and the hotel's current redevelopment and brand implementation. It will be reviewed as the operating model, systems, facilities and Garner or IHG requirements develop. Any material change to the role, reporting line or delegated authority will be discussed and confirmed through the appropriate process.

General Requirements

· Follow all lawful and reasonable instructions consistent with the level and purpose of the role.

· Comply with hotel, group, Garner and IHG policies, procedures, standards and codes of conduct as applicable.

· Maintain confidentiality and protect personal, financial, commercial, employee, project and brand information.

· Support equal opportunity and treat guests, employees, applicants and partners with dignity and respect.

· Maintain competence through required induction, mandatory, role-specific, systems and brand training.

· Undertake other duties reasonably associated with the role, provided they are within the postholder's competence or supported by suitable instruction and training.

Pay: £13.21 per hour

Expected hours: 40.0 per week

Benefits:

• Free parking
• On-site parking

Work Location: In person