Reception Supervisor

Be Yourself – Be a Bold Team Player – Be Leonardo  
Once you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!

Main Tasks 
• Offer exceptional guest care at all times 
• Provide support to and supervise the team for an effective and efficient shift 
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently  
• Maintain visible presence within the department to promptly and effectively address all Front Office-related issues or concerns 
• Manage guest complaints calmly and professionally; acting as point of escalation for team members as appropriate 
• Maximise sales through effective upselling and communicate sales leads to the Sales team  
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests 
• Enforce safety and security protocols to protect guests and employees 
• Help to conduct regular performance evaluations for the team, providing feedback and addressing any performance issues through coaching/training as appropriate • 
• Utilise all relevant systems correctly to complete tasks in a timely manner 
• Adhere to Company policies, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations 
• Complete any other reasonable request made by a member of the management team 
 
Person Specification 
• Genuine passion for delivering memorable moments to guests and leading the team on shift 
• Excellent leadership skills with a friendly, hands-on approach and lead-by-example work style 
• Confident working within brand guidelines to deliver consistent results  
• Willing to find creative solutions, and offer advice and recommendations   
• Continually strive to attain new skills, ensuring best practice and service delivery  
• Positive approach to handling multiple challenging priorities and assignments 
 
Measurable Performance Indicators 
• Demonstrating the Company vision, mission and values when interacting with colleagues and guests 
• Fulfilment of the job skills checklist  
• Achieving agreed KPIs 
• Customer satisfaction scores e.g. Booking.com  
• Regular review meetings with line manager  
 
Ongoing Learning 
• GROWonline BELONG induction and development courses 
• Academy Technical skills training 
• Mental Health First Aider training 
• Fire Marshal training 
• Manual Handling Trainer 
• ‘Come Join Us’ Guest Care training 
• Opportunity to apply for internal development programmes, such as: 
 - ‘Insights’ Development programme 
 - The People Programme 
 - Level 3 Apprenticeships in Team Leading 
 
NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes. 

• Special rates on Leonardo Hotel rooms across the UK & Europe

• Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops

• Talent referral scheme

• Thank You Week: from ice cream trucks to yoga classes and lots in between!

• Wellbeing Calendar

• Ongoing job-related training programmes with clear paths for progression

We’re committed to creating a workplace where every individual—regardless of background, identity, or lived experience—is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.

We look after our colleagues just as well as we look after our guests. Our regular Learning Bites, “Come Join Us Guest Care” training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you’ll be on track for a brilliant future in Hospitality!