/ /

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