Hotel Reception Supervisor

Profile

Brightstar is an award-winning hospitality management company with a proven track record in delivering excellence. Our motto is people, quality, profit, and it's no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.

As a Reception Supervisor at Milford Hall Hotel, you'll lead the front office team to deliver exceptional guest service from check-in to check-out. You'll oversee daily operations at reception, support and train team members, and ensure a seamless and welcoming guest experience. From managing reservations and billing queries to acting as a duty manager, you'll balance hands on service with leadership responsibilities.

Brightstar's values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. As Reception Supervisor, you'll bring these values to life by motivating your team, handling guest needs with professionalism, and keeping reception operations running smoothly.

Objectives of this role:

• Supervise and support the reception team to deliver warm, efficient service.
• Oversee reservations, billing, and daily front desk operations.
• Act as duty manager when required, ensuring health, safety, and security.
• Resolve guest concerns promptly and professionally.
• Train and mentor reception colleagues to build confidence and capability.
• Support occupancy and revenue goals through effective front office management.

Key Responsibilities People

• Lead the reception team during shifts, providing clear guidance and support.
• Train, mentor, and develop team members to deliver exceptional service.
• Conduct daily briefings to align the team on occupancy, arrivals, and priorities.
• Handle guest concerns and feedback with professionalism and positivity.
• Foster a supportive and collaborative work environment.
• Represent Brightstar's values in all guest and colleague interactions.

Quality

• Ensure a smooth check in, check out, and reservation process.
• Maintain lobby and reception areas to the highest standard.
• Monitor service levels and ensure reception delivers consistently excellent guest experiences.
• Maintain accurate records, reports, and system updates.
• Work with housekeeping and F&B teams to ensure seamless communication and guest satisfaction.
• Uphold compliance with hotel policies, brand standards, and procedures.

Profit

• Maximise room revenue and occupancy by reviewing availability and status daily.
• Monitor rate variances, no shows, and overbookings to minimise revenue loss.
• Ensure accurate billing, payment handling, and reconciliation.
• Support upselling of hotel services and promotions at reception.
• Contribute to efficient scheduling and cost management within the department.

Responsible Business

• Act as duty manager when required, ensuring guest safety and operational standards.
• Ensure compliance with data protection, guest confidentiality, and company policies.
• Promote sustainable practices, such as reducing paper use and recycling.
• Report and address maintenance or safety concerns promptly.
• Treat all guests and colleagues fairly, with respect and professionalism.
• Comply with all company policies, procedures, and operational standards including any hotel specific brand standards.
• Complete all E learning and mandatory training within required timeframes.

Skills and Qualifications

• Previous experience in a hotel supervisory or reception role.
• Strong leadership and communication skills.
• Excellent organisational and problem solving abilities.
• Proficient in Microsoft Office and Property Management Systems (PMS).
• Passion for delivering outstanding guest service.
• Calm and professional approach in busy or challenging situations.
• Flexible to work evenings, weekends, and holidays.
• Strong knowledge of reservations, billing, and hotel front office procedures.

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list.