Hotel Reception Supervisor

Reception Supervisor
Location: Ellenborough Park Hotel & Spa
Salary: £26,715.00
Hours: Full-time (37.5 hours per week), including evenings, weekends and bank holidays

About the Role

We are seeking an enthusiastic and professional Reception Supervisor to support the day-to-day operation of our Front Office team. As the first and last point of contact for our guests, you will play a vital role in creating exceptional experiences while helping to develop and inspire a high-performing reception team.

This is an excellent opportunity for an experienced hotel receptionist looking to take the next step in their career, or for an existing supervisor seeking a new challenge within a busy and rewarding hospitality environment. You will lead by example, delivering outstanding guest service, supporting team members during shifts, and helping to ensure the smooth and efficient running of the Reception department.

Key Responsibilities
• Welcome guests professionally and ensure smooth check-in and check-out experiences.
• Deliver exceptional customer service and respond promptly and effectively to guest enquiries and concerns.
• Support the daily operation of the Reception desk.
• Lead shifts in the absence of senior management, ensuring service standards are consistently maintained.
• Act as a role model for the Reception team by demonstrating professionalism, positivity and excellent guest care.
• Support the training, coaching and ongoing development of Reception team members.
• Assist in creating a positive team culture that encourages engagement, accountability and pride in delivering excellent service.
• Maximise room revenue through effective room sales, upselling opportunities and promoting hotel facilities.
• Monitor guest accounts and ensure all charges, transactions and supporting documentation are accurate.
• Assist with reservations, room allocations and special guest requests.
• Maintain security procedures relating to guest information, valuables, keys and cash handling.
• Build strong working relationships with colleagues across all hotel departments.
• Ensure compliance with company policies, Health & Safety, Fire Safety and Security procedures.
• Operate hotel systems and technology in line with company standards.
 

What We're Looking For
• Previous experience within a hotel reception or front office environment.
• Previous supervisory or team leadership experience is desirable.
• A passion for delivering exceptional guest service.
• Strong communication and interpersonal skills.
• Experience coaching, supporting or mentoring team members.
• Excellent organisational skills and attention to detail.
• Ability to remain calm, professional and solution-focused under pressure.
• Good IT skills and experience using hotel management systems would be advantageous.
• Flexibility to work shifts, including evenings, weekends and bank holidays.

What We Offer
• Paid Overtime
• Annual Service Charge (paid monthly and non-contractual)
• 28 days holiday per annum (for full timers or pro-rated)
• Staff Rates from £100 B&B and 25% food and beverage discount at 50 prestigious properties within the Pride Of Britain Hotels group - pobhotels.com
• Amazing staff discounts on food, drink and accommodation throughout the Michels & Taylor group, from £45 B&B and up to 50% food and beverage discount
• Excellent rates for friends and family at Ellenborough Park and hotels within the Michels & Taylor group
• Discounts on Spa Treatments and Spa Products
• Long Service Awards
• Regular Social Events
• Refer a Friend Incentive Scheme, earn up to £200
• Investment in Training and ongoing Professional Development
• Lunch provided
• Free onsite Parking

If you are passionate about hospitality, enjoy developing people and take pride in delivering outstanding guest experiences, we would love to hear from you, please apply attaching a copy of your CV.

Between the Cotswold’s highest point and the stunning green gallops of Cheltenham’s world-famous racecourse, our luxury 5* hotel in the Cotswolds is steeped in history and offers 90 acres of rustic countryside.

Ellenborough Park can offer Live-In accommodation and In line with the requirements of the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. As part of the recruitment process, you will be asked to provide documented evidence of eligibility.

Due to the high volume of applicants, we will only respond to candidates with suitable experience.