We are looking for an experienced and proactive Reception Team Leader to lead the day-to-day operation of our busy hotel reception. This is an excellent opportunity for a hospitality professional with strong front office experience, excellent leadership skills, and a passion for delivering exceptional guest service. Working 40 hours per week across any 5 days out of 7, you will be responsible for ensuring the smooth running of the reception department while leading and supporting the reception team.

As the most senior member of the Reception team, you will take ownership of the daily operation of the Front Office department, ensuring our guests receive a warm welcome and outstanding service throughout their stay. Reporting directly to the Deputy General Manager, you will lead by example, drive high standards, and play a key role in the overall guest experience.

This role requires flexibility to work a variety of shifts, predominantly 7am – 3:30pm and 2:15pm – 10:45pm, including weekends and bank holidays as required.

Why join us at The Wren?

At The Wren, we love what we do, and we’re looking to grow our team with people who share our passion for success. We want individuals who will bring their own style to every experience and put our guests at the heart of everything they do. We pride ourselves on our team, and we work hard to take their careers to new heights. As part of the Wren's team, you will enjoy a range of benefits, including:

• Stream – flexible access to your earned wages & financial coaching App
• A paid day off for your birthday
• 24/7 Employee Assistance Programme for you and your family
• Saroving Rewards for going the extra mile & delivering exceptional guest service
• Employee appreciation events
• Family & Friends Accommodation rates & employee F & B discounts at all hotels in the group
• Opportunities for training and development & recognising your potential

As our Reception Team Leader, you'll have...

• Previous experience working on a busy hotel reception desk.
• Strong working knowledge and experience of the Opera Property Management System.
• Experience supervising, leading, or mentoring a reception or front office team.
• Excellent customer service and communication skills.
• The confidence to make decisions and resolve issues independently.
• Strong organisational skills with excellent attention to detail.
• The ability to remain calm and professional in a fast-paced environment.
• A flexible approach to working hours and shifts.
• A positive, hands-on attitude and a passion for hospitality.

What will you be doing as our Reception Team Leader?

• Taking responsibility for the day-to-day operation of the Reception department.
• Leading, motivating, and supporting the Reception team to deliver exceptional guest service.
• Ensuring smooth and efficient check-in and check-out procedures.
• Managing guest enquiries, requests, and complaints, resolving issues promptly and professionally.
• Overseeing room allocations, guest arrivals, departures, and daily front office operations.
• Ensuring all reception procedures, standards, and policies are followed consistently.
• Training, coaching, and developing team members to achieve high performance standards.
• Duty Management Shifts

Please note: there is no staff car parking on site at the hotel, but plenty of secure space to store bicycles and with great access to local bus and train services

In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.