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About the Role

The Copthorne Tara Hotel London Kensington is seeking a full-time Shift Leader to manage Reception operations and supervise staff. This role involves ensuring accurate end-of-day processes, handling guest inquiries, managing room allocations, and overseeing financial procedures.

Responsibilities

• Ensure all Reception End of Day processes are completed effectively and accurately, including Group Balances.
• Undertake checks to ensure all rooms and room accounts are accurate prior to End of Day functions by Night Audit.
• Take responsibility for initial handling of any guest enquiries, queries or complaints and liaise with the appropriate Manager.
• Ensure all guests are registered in the most appropriate and efficient manner by the Reception team.
• Assign rooms to prescribed department standards, accommodating special requests where possible.
• Take responsibility for the room allocation of all Group Arrivals.
• Be fully aware of the Hotel’s procedures and policies for V.I.P. Guests, Late Arrivals, No Shows and cancelled reservations.
• Be aware of, and ensure the team is aware of, all events that will affect their shift, i.e. V.I.P Arrivals, Conference Functions, Meetings and daily guest activities.
• Ensure handover is given and received in accordance with Hotel procedures.
• Actively encourage team to reach departmental targets such as guest questionnaires, upsells, sales leads, Loyalty Club memberships.
• Ensure all guests checking out of the Hotel are dealt with effectively and process guests accounts to the prescribed departmental standards.
• Possess a thorough knowledge of Billing Procedures, Credit policies, cheque cashing policies and procedures, ensuring that individual and group City Ledger Accounts are correct and all procedures have been adhered to.
• Be familiar with Reservations procedures and apply correct information accurately and consistently (e.g. Market Codes).
• Take same day and future reservations as necessary.
• Be responsible for the Supervisors floats and safe, and account for the balance at all times.
• Conduct weekly float checks of the Reception floats.
• Minimize queues and guest waiting time at all times.
• Develop a thorough knowledge about the Hotel, staff, services and hours of operation.
• Actively involve inter-departmental liaison to build rapport and communication.
• Check all Cashiers banking from the shift ensuring all cashiers balance and their banking is correct.
• Read mail messages daily to stay updated and pass information to the team at handover.
• Provide regular feedback to team members and managers regarding individual performance.
• Handle Safe Deposit Boxes in accordance with hotel procedures.
• Use proper telephone etiquette at all times.
• Know all Fire and Emergency procedures for Hotel and department, and take charge of the Front Office area in the event of a Fire Alarm.
• Maintain the cleanliness of the office and ensure work stations are fully stocked with stationary supplies.
• Report any faulty equipment in accordance with Hotel standards immediately.
• Be familiar with the Hotel door key system, issue accurately to guests, and cancel keys where necessary.
• Assist the team by being punctual to work according to schedules and demonstrate flexibility to accommodate business demands.
• Ensure all mail/ relevant information is delivered and collected from other departments.
• Ensure accurate balancing of all airlines and groups and communicate discrepancies to Reception Manager.
• Undertake cross-training within the Hotel to improve job knowledge.
• Assist in the development of systems and procedures within the department to improve the operation.
• Develop members of staff by training and development in all areas of the Reception function.
• Help maintain and contribute to team morale and spirit.
• Undertake any other reasonable tasks as requested by the Management of the Hotel.
• Attend any meetings and training sessions as required.
• Ensure a high standard of personal hygiene and appearance at all times and ensure high grooming standards are displayed by others.
• Know and follow the Health & Safety at Work Act.

Requirements

• A positive, bubbly personality with a flair for showmanship.
• Experience with Opera Cloud/ Opera preferred.
• Confidence in guest interactions.
• Large-scale hotel experience is advantageous.
• Strong communication skills, flexibility, and ability to remain calm under pressure.
• Capacity to complete tasks within deadlines and excellent organizational skills.
• Excellent organizational skills and the ability to multitask and work under pressure.
• Must be eligible to live and work in the United Kingdom.
• Must provide documented evidence of eligibility to work in the UK.
• Successful applicants will provide their right to work in UK which will be verified using Trust ID Scanners and Software.

Skills

• Opera Cloud/ Opera
• Guest interactions
• Communication skills
• Flexibility
• Ability to remain calm under pressure
• Organizational skills
• Multitasking
• Working under pressure
• Billing Procedures
• Credit policies
• Cheque cashing policies
• Reservations procedures
• Telephone etiquette
• Fire and Emergency procedures
• Health & Safety at Work Act

Location

• London Kensington

Work Type

• Full-time

Experience Level

• Shift Leader experience
• Supervisory experience

Benefits

• Social Events, Wellbeing and Team Activities
• Training and development
• Cash Health Plan cover option available
• Apprenticeship/Placement opportunities
• Career development and salary reviews
• Interest free Season Ticket Loan Scheme
• Uniform (Laundry / Dry Cleaning for Uniform)
• Meals Provided on Duty
• Length of Service related holiday scheme
• Eye Care Vouchers
• Employee Discounted Accommodation and F&B
• Life Assurance
• Recommend a Friend Scheme
• Real opportunities to develop and gain promotion within the industry.

About the Company

• The Copthorne Tara Hotel London Kensington is an elegant contemporary 4-star hotel in prestigious Kensington, located two minutes’ walk to High Street Kensington Underground station.
• The hotel offers well-appointed and comfortable guest rooms combining Standard, Superior and Club accommodation.
• Club rooms offer iconic views over the city and include Club Lounge access for complimentary breakfast and refreshments.
• Guests can sample authentic Singaporean, Malaysian and Chinese cuisine at Bugis Street, traditional pub fare at the Brasserie Restaurant & Bar or relax in our tea lounge.
• Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide.
• In Europe, our 21 hotels provide the perfect gateway to explore landmark locations, with many iconic attractions and business hubs close by.
• Properties under the group are placed into four collections: Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore Mayfair.
• Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests.

Equal Opportunity

• We are an equal opportunities employer.