Reception Supervisor in London

We are hiring people to craft our culture, ethos and success. This is a big deal for us, and we know it’s a big deal for you: a new role defines how you spend your days, who you spend them with, and what your future looks like. Together, we’ll shape each other’s entire trajectory. That deserves thoughtfulness, empathy and respect. It’s why this job description is deliberately detailed. We want you to know exactly what you’re stepping into: the challenges, the opportunities, the quirks of the role, and the kind of impact you’ll have.

Us Crafted is a series of life-friendly hotels and spaces where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. We hope to open several hotels in the coming years, with our first coming in summer 2025: Crafted at Powdermills, East Sussex.

Our aim is to create a network of connected destinations that people come back to again and again because it’s where they feel good about life. Somewhere to work on life, come together, and connect locally.

Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able.

We’re looking for a friendly, professional, and detail-oriented Receptionist to join our team at Crafted. Reporting to the Reception Supervisor and Front of House Manager, you will be the first point of contact for guests, providing a warm welcome and ensuring all front desk functions run smoothly. Your responsibilities will include:

• Greet guests upon arrival, handle check-ins/check-outs efficiently, and ensure all guest details are accurately recorded.
• Manage room reservations and bookings, ensuring guests' requests are met and any special accommodations are noted.
• Provide information about the hotel, amenities, and local attractions while addressing guest requests and resolving issues promptly.
• Handle guest billing, payments, and correspondence with accuracy and professionalism.
• Work closely with the Reception Supervisor and other team members to ensure smooth daily operations.
• Answer calls and emails, redirecting inquiries as necessary, and ensuring timely follow-up.
• Keep up-to-date guest profiles and reservation details in the system, ensuring privacy and confidentiality.
• Promote hotel services, amenities, and local attractions to enhance the guest experience and drive revenue.
• Communicate important guest details and any ongoing issues during shift handover to the next team member.
• Ensure the front desk area and back office is clean, organised, and compliant with health and safety regulations.
• Assist with any guest complaints or issues, escalating when necessary, and aiming for positive resolutions.

Experience using Tech platforms Mews, Reviniate and Siteminder or similar platforms is preferable but not essential.

We’re looking for someone with:

• Prior experience in a customer-facing or front desk role, ideally in hospitality or a similar industry.
• Strong organisational skills and the ability to handle administrative tasks efficiently.
• A detail-oriented mindset, with the ability to manage multiple tasks simultaneously.
• Basic knowledge of reservation and hotel management systems is a plus.
• A passion for delivering exceptional guest service and ensuring guest satisfaction.
• Flexibility to work shifts, weekends, and holidays as needed.

Together we hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original. To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or too new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact.

Three values we’ll expect you to live by:

• Enjoy it: it’s still work, but if you’re having fun then so are our guests.
• Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands.
• Improve it: ask for feedback (and don’t be scared of what follows) and be curious.

Note: positive Environmental, Social and Governance (ESG) principles are integrated across these three values.

Contact Details: careers@staycrafted.com