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Hotel Reception Team Leader
Reception Team Leader – Novotel Cambridge North
Company Description
Why Work at Accor?
We are far more than a worldwide leader. We welcome you as you are and offer a job and brand that match your personality. We’re invested in your growth and learning every day, ensuring that work brings purpose to your life so you can explore Accor’s limitless possibilities.
Every chapter of your story is yours to write. Together, let’s imagine tomorrow’s hospitality. Discover the life that awaits you at Accor: 🔗 https://careers.accor.com/
#BELIMITLESS – Do what you love. Care for the world. Dare to challenge the status quo!
About the Novotel Cambridge North Team
Mission: As part of Novotel, our mission is to create memorable moments for guests—connecting hearts from arrival to farewell.
This could be a role for you, whether you’re seeking a job, career, or calling.
Position Overview
The Reception Team Leader plays a crucial role in hospitality by:
- Welcoming guests with warmth and professionalism.
- Leading the front-of-house team in delivering exceptional service.
- Ensuring guest satisfaction through high-quality, personalised support.
Main Responsibilities
Front Office Operations
- Apply advanced knowledge of:
- Front desk procedures
- Porters desk operations
- Reception/Cashiering
- PABX/PBX functions (telephone systems)
- Reservations
- Develop a strong understanding of:
- Hotel departments (roles/functions)
- Physical layouts and key areas
- Current events (conferences, conventions, VIPs)
Training & Leadership
- Train and develop front office staff.
- Conduct daily operations, lead briefings.
Guest Services
- Handle special needs for VIPs (very important guests).
- Resolve complaints, manage credit issues, and overdue accounts.
- Supervise portery services and porter interactions.
- Manage cash receipts, accounting dilemmas and guest confidentiality.
Safety & Security
- Patrol public areas (evenings) to ensure effective maintenance.
- Issue and verify guest keys and floats (hotel funds in transit).
- Investigate suspicious activities or key thefts.
Administrative Systems
- Oversee head counts/hrs allocation.
- Manage departmental policies and protocols.
- Update staff on procedures, rates, and pricing mechanisms.
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Training Development
- Design and implement induction processes for new hires.
- Develop On-the-Job Training (OJT) programs.
- Provide role-specific training with Brand/Service Standards in mind.
Continuous Improvement
- Use guest feedback to refine service offerings.
- Minimise guest turnaround time.
Talent & Culture Responsibilities
Team Development & Engagement
Assist (Department) Management by:
- Creating ongoing training programs aligned with Accor standards (manuals used as guidelines).
- Inducting new staff within the first 5 days—aligning with Brand & Service Manuals.
- Ensuring alignment with internal standards across all positions.
Workplace Culture
- Open, transparent communication.
- Participation in team briefings for key updates.
- Actively incorporating guest feedback into improvement strategies.
Health & Safety
Your Core Responsibilities
- Immediate reports: Notify the manager if you’re unable to perform duties safely.
- Follow Occupational Health & Safety guidelines: Manual handling, Hazardous substances, security procedures, safe work behaviors—participate willingly.
- ** HAZARD MANAGEMENT**: Report any workplace issues or accidents instantly.
- Maintain clean, organized workspaces (housekeeping).
Special Procedures
- Fire/Evacuation drills availability.
- Observance of food safety certifications under local/legislative handling policies.
- Protective equipment use where relevant.
Systems & Procedures
Compliance
- Favorable reporting: Notify systems issues, suggest improvements.
- Follow standards: Adhere to internal manuals:
- Accor Brand Standards
- Department Service Standards/procedures
- Accor policies (including Finance, Security)
Key Practices
- Seamless handover for shifts.
- Store Hotels-confidential data securely.
Customer Relations
Outstanding Service Delivery
- Provide friendly, professional, and efficient guest support.
- Role model behaviors: Demonstrate premier Total Customer Satisfaction (TCS) expectations.
- Active problem-solving: Engage management if assistance is critical.
- Advocate for open teamwork, collaboration, and shared goals.
Cultural Sensitivity
- Manage diverse teams and guests with understanding and inclusion.
- Upsell Accor-brand amenities, special promotions.
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Accor Values in Action
- Implement core principles like "Offer the Best Service to Our Customers."
Other Essentials
Accountability & Commitment
- Complete all duties on time and accurately.
- EEO Compliance: Follow workplace policies against discrimination/bullying.
- Information security: Maintain confidentiality regarding operations, client/employee details.
- Accor’s employee handbook as general guidance (grooming/conduct/hygiene etc.).
Continuous Engagement
- Mandatory participation: Training programs, employee/appraisal meetings.
- Right-to-be-tracked: Employee performance/ improv guidance might include monitoring.
Additional Information
Why Join Us?
Here’s a taste of our unlimited potential
Membership & Environment
- Multiculturalism center: Work with global teams.
- Join Hosperm/Accor’s global hospitality community.
Learning & Career Growth
- Personalized development through the Accor Academy.
- Transition into positions in 500+ hotels across 100+ countries.
Wellbeing & Rewards
- Flexibility: Promotions, internal transfers, shifting career paths.
- Real Benefits
- Discounted employee rates in Accor hotels, restaurants & parks.
- Autonomy in devising inclusive, sustainable initiatives.
- ON THE JOB PURPOSE-DRIVEN PERKS:
- 28 base annual leave days (rising yearly with length of service).
- Free night stays at all Accor UK hotels (plus worldwide Accor Instant Discount).
- Full gym membership and complimentary uniforms.
Personal Development
- Apprenticeship schemes for fresh talent.
- Access to Wellbeing support for professional/personal life alignment.
Terms on Data Processing for Candidates
As Accor UK Business & Leisure Hotels Limited (trading as AccorInvest UK) handling your application:
- Data processed covers application + 3rd-party references (e.g., previous employment or behavioral analytics).
- Your responses won’t trigger an AI-decision had process.
- We remain fully compliant with GDPR + DPA (2018) applicable regulations.
Further details provided in: 🔗 Employee Privacy Policy or on request.
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