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