Reception Supervisor

Call it what you like – but what we’re really after is someone to put the HOT into HOTEL.

You see, when we launched the first Hotel Gotham in Manchester, it was billed as ‘Europe’s sexiest hotel’. Now it’s Newcastle’s time to enjoy the Gotham effect. So, whoever takes on this role will be enthusiastic and passionate as Hotel Gotham is more than just business. Gotham is a way of life. A vibe. A 5-star-studded, theatrical, vibrant, stylish, dramatic experience – for guests and staff.

Gotham Newcastle is located in the Old Fire Station which was originally built in 1931–1933 based on designs by Cackett, Burns Dick and Mackellar. Baroque Revival in style, a handsome steel framed building with rusticated Portland stone and brick cladding.

We are seeking a detail-oriented and dynamic Reception Supervisor to assist the Reception Manager in overseeing the daily operations of the reception desk at our prestigious five-star hotel. You will play a crucial role in ensuring that each guest’s arrival and departure are seamless and that the reception team delivers an impeccable level of service. As the front-facing team, you will help set the tone for the guest experience, maintaining a welcoming, efficient, and luxurious environment from the moment they arrive to their departure.

A Glimpse of the Scenes You’ll Be Starring In:

• Assist in Leading the Reception Team: Support the Reception Manager in managing and motivating the team of receptionists, ensuring they maintain the highest standards of service, professionalism, and attention to detail, consistently embodying the five-star experience.
• Guest Arrival & Departure Excellence: Ensure the smooth and efficient check-in and check-out process, assisting in greeting guests promptly, anticipating their needs, and ensuring that departures are as seamless as their arrivals.
• Maintain Smooth Operations: Supervise the reception desk’s daily operations, assisting with administrative tasks, guest inquiries, reservations, and special requests, ensuring they are handled efficiently and with the utmost care.
• Team Development & Training: Help train, coach, and develop the reception team, ensuring that each team member is equipped with the necessary skills and knowledge to excel in a luxury hotel setting and deliver an exceptional guest experience.
• Guest Experience Focus: Foster an environment of personalized service, ensuring that all guest needs, no matter how small, are met with care and professionalism. Provide assistance to team members in creating memorable guest experiences.
• Handle Complaints & Concerns: Support the Reception Manager in addressing guest complaints or concerns promptly, ensuring a swift and professional resolution that preserves the hotel’s reputation for excellence.
• Coordinate with Other Departments: Act as a liaison between the reception and other departments, including housekeeping, concierge, and management, ensuring that guest requests are communicated and executed smoothly, creating a seamless and integrated guest experience.
• Efficient Desk Operations: Assist in the daily flow of the reception area, ensuring guest check-ins, phone calls, and administrative tasks are executed smoothly. Maintain a high level of organization and professionalism across all desk functions.
• Maintain Impeccable Standards: Ensure that the reception area adheres to the hotel’s cleanliness, safety, and security standards, keeping the space inviting, pristine, and in compliance with hotel policies.
• Reporting & Administrative Support: Help prepare daily reports on operations, guest feedback, and occupancy rates. Support the Reception Manager in addressing any issues and ensuring all necessary administrative tasks are completed accurately and on time.