Reception Supervisor
Location: London, Liverpool Street
Department: Host
Compensation: £12.21 - £18.00 per hour
Start date: February 2026
Role Purpose
As Reception Supervisor, you are the on‑shift lead for the front desk — bridging the Host team and the Reception Manager. You run the reception operation in real time: setting the tone of welcome, managing bookings and walk‑ins, keeping guest flow smooth, and handling escalations with calm professionalism. You coach hosts on the floor, uphold presentation standards, and make sure our guests experience a seamless arrival and farewell that reflects Poolhouse’s values.
Success Looks Like
- Guests are greeted warmly and seated promptly with accurate wait‑time communication.
- Bookings, walk‑ins, and special occasions are managed smoothly with minimal queues or bottlenecks.
- Host team follows clear running orders and standards; handovers are accurate and timely.
- VIPs and group bookings are handled with confidence and care, with clear notes in the system.
- Communication with floor, bar, kitchen, and events is proactive and precise.
- Reception area is immaculately presented and guest‑ready at all times.
- Positive guest feedback increases; issues are anticipated and resolved early.
Career Path
- Reception Manager
- Events & Bookings Coordinator
Key Responsibilities
- Lead the host team on shift to deliver a world‑class welcome and farewell.
- Operate and maintain the bookings/reservations system with accuracy (notes, tags, capacity control).
- Manage guest flow during busy periods; allocate tables and lanes to maximise experience and efficiency.
- Provide on‑the‑floor coaching, feedback, and micro‑training to hosts; support new starter onboarding.
- Deliver or support pre‑shift briefings (standards, VIPs, events, timings, safety notes).
- Handle escalations, guest complaints, and special requests professionally; follow up to closure.
- Liaise closely with floor, bar, kitchen, and events to coordinate timings, turnarounds, and service pace.
- Ensure reception, cloakroom, and entry areas are pristine and guest‑ready; manage lost property per SOP.
- Keep accurate system notes and logs for group bookings, VIPs, incidents, and day‑end handovers.
- Monitor queue‑management tools and communicate transparent wait times to guests.
- Support event check‑ins and large group arrivals with clear signage, staging, and guest guidance.
- Uphold presentation standards (grooming, tone, etiquette) and model Poolhouse behaviours.
- Follow health & safety, licensing, and data‑privacy procedures relevant to front‑of‑house operations.
Skills, Knowledge & Expertise
- Proven experience in a host/reception or guest services role, ideally in a premium, high‑volume venue.
- Confident shift leader: calm under pressure, decisive, and solutions‑focused.
- Excellent communicator – clear, kind, and direct with guests and teammates.
- Strong command of bookings/guest‑management software and comfort with digital tools.
- Meticulous attention to detail in presentation, notes, and handovers.
- Skilled in conflict resolution and complaint handling; diplomatic and professional.
- High personal standards: punctual, well‑presented, and a role model for Poolhouse values.
Benefits
- Employee ‘Success Share Scheme’
- Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
- Perks and Discounts platform
- £100 Monthly Employee rewards
- Medicash Health Cash plan
- Wagestream access (early pay & savings tools)
- Paid volunteer day for a charity of your choice
- A Duvet Day Allowance
- Birthdays off
- Free nutritious meals at work
- Twice yearly Poolhouse Socials
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