We are seeking an experienced and motivated Reception Team Leader to oversee our front desk operations and lead a high-performing reception team. This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service if this sounds like you then we would love to hear from you! Born on the site of the once iconic Manchester Exchange railway station, CitySuites I and CitySuites II Aparthotels embody the very spirit of the city, standing tall as a testament to the forward-thinking essence of Manchester. Our 5* apartments are a sanctuary amidst the chaos, allowing our guests to navigate the city with ease. Along our journey, weve immensely proud to have launched Embankment Kitchen, our modern seasonal restaurant and bar, as well as Embankment Café Co., offering artisan coffees and freshly made cakes and sandwiches. Our sophisticated meeting and event spaces have grown too, hosting everything from board meetings to launch parties, and even wedding receptions. Were made up of brilliant people, who care deeply, have a passion for their craft, an obsession for the best, and an altogether extraordinary spirit. We love this space, and we work hard to make sure our residents love it as much as we do. Were proud to be a part of the CitySuites story. As the Reception Team Leader, you will be responsible for overseeing the daily operations of the front desk and reception area. As the primary point of contact for residents, guests, visitors, and employees, the Reception Team Leader ensures a welcoming and professional environment. This role includes managing the reception team, handling administrative tasks, coordinating office activities, and maintaining a high standard of customer service. Key Responsibilities: People Management: Supervise and lead a team of receptionists and front of house team members, including training, scheduling, and providing ongoing support. Conduct regular team meetings to ensure effective communication and adherence to service standards. Address and resolve any issues or concerns within the reception team to maintain smooth operations. * Customer Service & Guest Relations: Greet and assist guests, residents, visitors, and employees providing a friendly and professional first point of contact. Manage incoming phone calls, emails, and inquiries, directing them to the appropriate department or personnel. * Administrative Support: Oversee the scheduling and coordination of appointments, meetings, and conference room bookings. Manage office supplies for the reception area, ensuring that stock is up-to-date, and ordering supplies as needed. Handle incoming and outgoing mail and packages, ensuring timely distribution to the appropriate departments. Ensure the rota is prepared in a timely manner to suit the needs of the business and the team. * Problem Solving & Issue Resolution: Address and resolve visitor or client concerns promptly, maintaining a high level of professionalism and courtesy. Manage any emergencies or urgent situations that may arise at the front desk, ensuring appropriate actions are taken in a timely manner. * Security & Compliance: Maintain security protocols and ensuring compliance with building safety and security measures. Ensure all front desk areas adhere to company policies regarding confidentiality and data protection. * General Office Support: Assist with various ad-hoc tasks as required, including document management, data entry, and providing administrative support to senior staff. Maintain an organised, clean, and professional reception area at all times. Competencies and Skills: Strong verbal and written communication skills with the ability to interact effectively with a wide range of individuals. Exceptional interpersonal skills with a focus on delivering a positive experience for guests, residents, visitors, and employees. Excellent multitasking and time management abilities, with an eye for detail and a commitment to accuracy. Ability to handle challenging situations with professionalism, discretion, and tact. Passion for the hospitality industry. Proficient with office software (Microsoft Office Suite), phone systems, and scheduling software. Familiarity with customer relationship management (CRM) tools and basic office equipment. Personal integrity, with the ability to work in an environment that demands excellence.

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