Reception Shift Leader

Funding Source:
  • Hilton London Bankside

Opened in October 2015, the vibrant Hilton London Bankside represents the next generation of design-led Hilton Hotels. Each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic urban grittiness and polished contemporary design.

Set in the heart of Bankside, just steps from some of London’s most famous landmarks such as Tate Modern, Borough Market and The Shard. Hilton London Bankside is home to 292, and one beautiful penthouse apartment, which boasts its own private roof terrace, a 100m2 entertainment area and views across the London skyline.

The hotel also brings a new neighbourhood eatery, the OXBO Bankside Restaurant, to the area, alongside The Distillery, a cool and casual bar. As well as, the breath-taking 570m² ballroom, and stunning event rooms space which can accommodate a variety of events, from small and intimate, to larger-scale, more spectacular celebrations and gala dinners, catering from 8 to 700 guests.

Reception Shift Leader

Being a key part of the Splendid family, all our team members need to be able to commit to:

  • Being the Best;
  • Making Responsible Decisions;
  • Keeping Promises;
  • Treating others, the Way They Would Like to Be Treated
  • Continually Challenge Yourself and Each other.

Position Purpose

  • A Team Leader supervises Front Office operations to ensure consistently-delivered exceptional customer service to Guests, especially as service affects the information provided by Team Members to assist with Guest enquiries.

Key Responsibilities

  • Supervise accurate and efficient Reception operations including check in/out procedures
  • Support Team Members in handling guest requests and enquires to ensure a positive outcome

  • Ensure the Front Office Management team is fully aware of any relevant feedback from Guests and/or other departments

  • Ensure a consistent, high level of customer service while following Brand Standards.

  • Brief your team on any events or VIP guests in the hotel that day

  • Drive sales revenues and promote hotel services and facilities for up-selling opportunities

  • Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

  • Monitor the appearance, standards and performance of the Front of House Team with an emphasis on training and teamwork

  • Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties

  • Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards

  • Conduct training programs on an ongoing basis

  • Carry out shift handovers and brief team members as required

  • Assist management team with achieving departmental targets

  • Assist other departments, as necessary, and maintain good working relationships with hotel Team Members

Person Specification

1. Knowledge, Skills & Abilities

  • Strong customer awareness and focus
  • Good interpersonal and communication skills to effectively deal with customers
  • Well-groomed and presentable with excellent written and spoken English
  • Ability to work and interact well as part of a team
  • Previous supervisory experience in a 5* hotel or similar environment
  • High level of IT proficiency


2. Proven Experience/Education Level

  •  A degree from Hotel Management school is desirable


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Hilton London Bankside
2-8 Great Suffolk Street, London, United Kingdom, SE1 0UG
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