Shift Leader

The Copthorne Tara Hotel London Kensington is seeking a full‑time Shift Leader for the Reception area, responsible for supervising up to two staff members at one time.

This Job Description Is Not Exhaustive.

Responsibilities

• Ensure that all Reception End of Day processes are completed effectively and accurately, including Group Balances, and that rooms and room accounts are accurate prior to Night Audit.
• Take responsibility for initial handling of guest enquiries, queries or complaints, and report and liaise with the appropriate Manager if necessary.
• Ensure all guests are registered in the most appropriate and efficient manner by the Reception team.
• Assign rooms to the prescribed department standards, accommodating special requests where possible.
• Take responsibility for the room allocation of all Group Arrivals.
• Be fully aware of hotel procedures and policies for V.I.P. Guests, Late Arrivals, No Shows and cancelled reservations.
• Ensure the team is aware of all events that will affect their shift (e.g. V.I.P. Arrivals, Conference Functions, Meetings and daily guest activities).
• Ensure handover is given and received in accordance with hotel procedures.
• Actively encourage the team to reach departmental targets such as guest questionnaires, upsells, sales leads and Loyalty Club memberships.
• Ensure all guests checking out of the hotel are dealt with effectively and that their accounts are processed to the prescribed departmental standards.
• Possess thorough knowledge of Billing Procedures, Credit policies, cheque cashing policies and procedures, ensuring that individual and group City Ledger accounts are correct.
• Be familiar with Reservations procedures and apply correct information accurately and consistently (e.g. Market Codes), handling same‑day and future reservations where necessary.
• Be responsible for supervisors’ floats and safe, accounting for the balance at all times and maintaining the float in appropriate denominations for reception use.
• Conduct weekly float checks of the reception floats.
• Minimise queues and guest waiting time at all times.
• Develop thorough knowledge of the hotel, staff, services and hours of operation.
• Be actively involved in inter‑departmental liaison to build rapport and communication.
• Check all cashiers’ banking from the shift, ensuring balances are correct; address discrepancies and notify the Reception Manager.
• Read mail messages daily to stay updated and pass relevant 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 the hotel and department, including location of fire equipment, 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 at all times.
• Report any faulty equipment in accordance with hotel standards immediately.
• Be familiar with the hotel door‑key system, issue keys accurately to guests, cancel keys where necessary, and liaise with the Guest Relations Manager if guests have access problems.
• Assist the team by being punctual to work according to schedules and by being flexible when business demands arise.
• Ensure all mail and relevant information is delivered and collected from other departments in preparation for the following day.
• Ensure accurate balancing of all airlines and groups and communicate discrepancies to the Reception Manager.
• Undertake cross‑training within the hotel to improve job knowledge.
• Assist in the development of systems and procedures with the department to improve overall operations and contribute ideas where appropriate.
• Develop staff members 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 hotel management.
• Attend any meetings and training sessions as required.
• Ensure a high standard of personal hygiene and appearance at all times, and enforce high grooming standards among others.
• Know and follow the Health & Safety at Work Act.

Qualifications

• A positive, bubbly personality with a flair for showmanship.
• Experience with Opera Cloud or 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 organisational skills.

Benefits

• Social events, well‑being 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 and many more.
• Real opportunities to develop and gain promotion within the industry.

About the Hotel

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, providing well‑appointed and comfortable guest rooms with Standard, Superior and Club accommodation. Club rooms offer iconic views over the city and include club lounge access for complimentary breakfast and refreshments.

About the Group

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 are placed into four collections: Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore Mayfair.

We are an equal opportunities employer.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

To improve compliance with identity document validation, successful applicants will provide their right to work in the UK, which will be verified using Trust ID scanners and software.