Job Description
We have an exciting opportunity for an experiencedReception Supervisor or Shift leaderto join our team. This is full time & permanent position.
As a Reception Supervisor orShift Leader, you will be responsible for supervising the Reception team during shifts, ensuring a welcoming atmosphere that enhances guest experiences. You will oversee the consistency of service, adherence to accounting and legal procedures, and effective coordination with the Housekeeping team to maintain efficient room control.
Whats in this for you?
We offer a wide range of benefits and have excellent opportunities for career advancement and development and provide exceptional training programs for all employees as well as supervisors and managers:
* Enjoy a complimentary guest experience stay at our hotel within your first 6 months of service (accommodation and breakfast for 2 people)
* Indulge in free meals featuring a healthy and balanced menu, complete with hot and cold buffet options.
* Enhanced annual leave starting at 28 days per year including Bank holidays, with an additional day added each year, up to a maximum of 33 days.
* Get a 50% discount in our Food & Beverage outlets - Min Jiang, Origin Kensington or Piano Bar
* Be rewarded with £500-£1300 as a thank you through our Refer a Friend recruitment incentives.
* Monthly team appreciation events to celebrate team member achievements.
* Social Events including Annual Awards, Annual Team Member party, gala dinners and more.
* Access career development and progression opportunities.
* 1 day (paid - contractual hours) per year to volunteer for a cause you support, in addition to annual holiday leave.
* Uniform & dry-cleaning service.
* Enhanced Employers pension from day one.
* Receive mental health support from our trained Mental Health First Aiders.
* Access our welfare service via the Employee Assistance Program, providing support through Health Assured.
* Well-being programs- Eye test vouchers and contributions towards glasses, various wellbeing activities focused on mental and physical health, life assurance well-being/multi faith room.
The key responsibilities of the Compliance Manager include:
* Supervise the Reception team, ensuring smooth shift operations and exceptional guest service.
* Oversee service consistency, adherence to legal and accounting procedures, and room allocations.
* Coordinate with Housekeeping and Guest Services for efficient room management and VIP arrivals.
* Handle guest inquiries, requests, and complaints professionally, ensuring prompt resolution.
* Monitor and assist with telephone, email, and CRM correspondence to maintain high service standards.
* Ensure team members are informed about hotel offerings, VIP guests, and daily operations.
* Conduct shift handovers, credit checks, and cashiering duties accurately.
* Maintain a strong lobby presence, ensuring guests are welcomed and assisted.
* Train, coach, and support Reception team members to uphold performance standards.
* Monitor and manage pending accounts and financial transactions, ensuring timely resolution.
* Record and follow up on guest feedback and complaints using the Quality Management platform.
* Attend team meetings, provide input, and contribute to service improvements.
Additional Responsibilities
o Support Night Team and Guest Services when required.
o Participate in cross-training across Housekeeping and Commercial departments.
o Ensure compliance with hotel security, health & safety, and operational procedures.
Essential:
* Experience with Opera PMS.
* Excellent communication and interpersonal skills.
* Strong attention to detail and organizational abilities.
Who are we?
The Royal Garden Hotel strives to be internationally recognised as five-star destination hotel, which offers excellent value where distinction in service comes naturally. We are located in Kensington High Street, side-by-side to Kensington Palace and Park.
When joining the Royal Garden team, you will be part of a professional, dedicated and enthusiastic environment, where we ensure that you will have a unique individual experience, from onboarding, learning and development to career progression - we are here to support you throughout your journey.
If you are interested in this position and have the full right to work in the UK, please send us a copy of your CV.
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