Reception Supervisor in London

Reception Supervisor Middle Eight Salary: 30284
Job Type: Permanent
Hours: Full-time
Town: London
We're a 180-room, five-star luxury lifestyle hotel in Covent Garden, built on the foundations of Kingsway Hall, once a celebrated recording venue. That heritage lives on in our name and in a stay inspired by music: thoughtful design, atmospheric spaces and a mood that moves with the day.
Our approach to service is simple: read the room, not the script.
We give our people the confidence to be themselves, anticipate what guests need and make every interaction count. Stylish and assured, yes. Stiff or formal for the sake of it? No.
GOOD WITH PEOPLE? WE SHOULD TALK.
Some people have a way of making you feel welcome from the first hello. They remember names, pick up on the little things and make conversation feel easy. And when the lobby gets busy, they keep their cool and help everyone else do the same.
At Middle Eight, we value that instinct just as much as experience. We're looking for a Reception Supervisor who's confident leading a shift, genuinely enjoys meeting people and knows how to make five-star service feel personal rather than rehearsed.
RECOGNITION THAT GOES BEYOND A THANK YOU
At Middle Eight, great work deserves to be recognised.
Alongside your £30,284.80 annual salary and service charge, you'll have opportunities to earn extra rewards:
Guest upgrades: Earn 10% of qualifying additional revenue from room upgrades and guest enhancements.
Restaurant recommendations: Earn £1.50 per additional lunch guest and £2 per dinner guest successfully referred.
Guest reviews: Share a £20 reward for qualifying named five-star reviews.
Guest preferences: Win £25 as our weekly guest-preference champion.
Mystery Guest recognition: £20 for a positive name mention or a £100 team reward for a perfect departmental score.
Monthly awards: £150 for Employee of the Month or Leader of the Month.
WHAT'S IN IT FOR YOU
28 days' holiday, including bank holidays, increasing to 33 days.
Colleague hotel rates across Axiom Hospitality and up to 50% off Food & Beverage.
Free meals on duty and uniform dry cleaning.
Complimentary annual Axiom Xcape stay after your first year.
Wagestream and Employee Assistance Line access.
Discounts on shopping, restaurants and experiences.
Referral bonuses starting at £250 per successful hire.
Training, career progression and length-of-service rewards.
YOUR ROLE
Reporting to the Front Office Manager, you'll play a key role in the smooth day-to-day running of Reception, guiding and supporting the team through busy periods, maintaining our five-star standards and ensuring every guest experience feels seamless and personal.
You'll:
Welcome guests with warmth and confidence, creating a personal experience from arrival to departure.
Get to know our guests: remember names, notice preferences and turn thoughtful details into memorable stays.
Supervise daily Reception operations, including check-ins, check-outs, payments, cashiering, accurate records and clear shift handovers.
Keep the team focused and supported during busy periods, offering practical guidance and leading by example.
Help with rotas, training, coaching and appraisals, building confidence and consistency across the team.
Handle questions and complaints with empathy and good judgement, record feedback and maintenance issues, take ownership of follow-up and involve the Front Office or Duty Manager when needed.
Work closely with Housekeeping, Concierge, Food & Beverage and other departments to keep the guest experience seamless.
Recognise opportunities to enhance a stay, from a room upgrade to a restaurant recommendation, always in a way that feels right for the guest.
Follow hotel procedures and uphold our five-star standards without losing your natural approach.
WHO WE'D LOVE TO MEET
You're outgoing in your own way: approachable, curious, quick to smile and comfortable striking up a conversation. You have a sense of humour, and the judgement to know when to use it.
Perhaps you love travelling, know a brilliant little restaurant, follow London's music and arts scene or simply enjoy hearing people's stories.
What matters isn't how you spend your free time. It's that you're interested in people and have something of yourself to bring to the conversation.
You're also:
Friendly and intuitive. You know when to chat, when to listen and when to give guests space.
Assured under pressure.

You stay calm, make decisions and help the team find its rhythm when the desk gets busy.
A natural host.

You enjoy sharing the London you know, not reading recommendations from a script.
A supportive leader.

You set clear standards, give constructive feedback and treat colleagues with respect.
Detail-minded.

You care about getting the practical things right because they make the personal touches possible.
Previous experience in a hotel Reception or Front Office team is essential. Experience supervising shifts or coaching colleagues is an advantage, and a five-star or luxury lifestyle background would be welcome, but isn't a requirement.
We're interested in your potential, your judgement and the energy you bring, not just the hotels listed on your CV.
You'll also need clear spoken and written communication skills and the confidence to work independently.
You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.
Having these core skills will put you one step further to joining Axiom Hospitality and Middle Eight.
THOUGHTFUL BEYOND THE FRONT DESK
Our approach to hospitality extends to the neighbourhood and the planet.
Middle Eight's dedicated Green Team works with Mission: Net Zero, and we're proud to hold Green Tourism Gold and ECOsmart Gold recognition.
We reduce single-use plastics with initiatives including bamboo key cards and refillable toiletries, and support local organisations including Coram's Fields, the Royal Parks charity and Oxfam Covent Garden.
Every department has a part to play.
SOUND LIKE YOUR KIND OF PLACE?
If you love connecting with people, take pride in excellent hotel service and are ready to lead a team with warmth and confidence, we'd love to meet you.
Bring your experience. Bring your ideas. Above all, bring your personality.
Apply to join Middle Eight .
Middle Eight is part of Axiom Hospitality, an equal-opportunity employer. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where individuality is valued.

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