Reception Shift Leader

The role

The Reception - Shift Leader is responsible for welcoming and assisting all hotel guest.

• Answer all incoming calls promptly and professionally, addressing enquiries or directing calls as appropriate
• Welcome all guests warmly and courteously, using their name whenever possible to create a personalised experience
• Accurately register guests upon arrival, verifying details and ensuring compliance with hotel and legal requirements
• Foster a welcoming and professional atmosphere throughout the guest stay ensuring you capture guests' preferences to personalise each interaction
• Take and process room reservations when required
• Handle guest enquiries, requests, and complaints efficiently and professionally, ensuring prompt resolution or appropriate escalation
• Coordinate closely with all Rooms Division teams, especially Guest Services, regarding VIP arrivals, room moves, and guest room readiness
• Provide Night Reception coverage on a rota basis, ensuring continuity of guest service and operational standards

If you're our ideal Reception - Shift Leader, you will have;

• Hotel PMS experience, ideally Opera PMS
• Customer service experience
• Ability to work well under pressure
• Ability to adapt to different and diverse guests and colleagues
• Be organised and plan accordingly

About us

Located in the heart of Kensington, the Royal Garden Hotel is a five-star luxury property overlooking Kensington Palace and Gardens, and only moments from London's most iconic landmarks. Just a five-minute walk from High Street Kensington underground station, the hotel blends an exceptional location with world-class hospitality.

At Royal Garden Hotel, we take pride in creating memorable guest moments through tailored luxury experiences, delivered by a warm, friendly, and empowered team. More than just a workplace, we provide an environment where team members can build rewarding careers, supported by dedicated learning and development opportunities.