Front of House Team Leader

Front Office Team Leader

Nira Caledonia Hotel – Edinburgh

Located in the beautiful village of Stockbridge in the heart of Edinburgh, a UNESCO World Heritage city, Nira Caledonia is an elegant Georgian townhouse hotel offering luxury accommodation, exceptional guest experiences, and personalised service in one of Scotland’s most iconic destinations.

At Nira Caledonia, we strive to achieve excellence in everything we do. Our values are reflected through our people, whom we carefully select, support, and develop to deliver the highest standards of hospitality and guest care.

We are currently seeking an experienced and passionate Front Office Team Leader to join our friendly and professional team. If you are guest\-focused, commercially aware, and thrive in a fast\-paced luxury hospitality environment, we would love to hear from you.

The Role

The Front Office Team Leader will support the Hotel Manager in the day\-to\-day operation of the Front Office Department, ensuring exceptional guest service, efficient reception operations, and high standards of team performance and conduct.

This role is ideal for an individual with previous supervisory or team leadership experience within hospitality who can lead by example, motivate colleagues, and ensure compliance with Company standards, UK legislation, and workplace policies.

Key Responsibilities

Guest Experience \& Service Delivery

• Deliver exceptional guest service and create positive guest experiences at all times


• Support the reception team during busy operational periods, including check\-ins and check\-outs


• Handle guest enquiries, requests, complaints, and escalations professionally and efficiently


• Ensure all guests receive a warm, welcoming, and professional experience throughout their stay


• Act as the first point of escalation for operational guest issues

• Supervise, support, and motivate the reception team during shifts


• Lead by example in professionalism, conduct, appearance, and service standards


• Provide coaching, support, and constructive feedback to team members


• Assist with onboarding and training of new employees


• Support performance management and ensure Company standards are maintained


• Promote a respectful, inclusive, and professional working environment

• Oversee daily front desk operations and shift management


• Ensure accurate handling of reservations, payments, guest records, and billing procedures


• Coordinate effectively with housekeeping and other hotel departments


• Ensure smooth shift handovers and communication between teams


• Support rota planning and staffing levels where required

• Support upselling initiatives and promote hotel services and packages


• Maximise front office revenue opportunities where appropriate


• Support occupancy and revenue targets


• Encourage the team to deliver commercially aware guest service

• Ensure compliance with Company policies, procedures, and operational standards


• Maintain awareness of UK employment legislation, Equality Act 2010 obligations, anti\-harassment principles, and dignity at work standards


• Support a workplace culture free from bullying, harassment, discrimination, or inappropriate conduct


• Maintain confidentiality and data protection standards in line with UK GDPR


• Support health and safety compliance and incident reporting procedures


• Ensure guest information and Company systems are handled securely and professionally

The successful candidate will demonstrate:

• Previous supervisory or team leadership experience within a hotel, hospitality, or guest service environment


• Experience managing or supporting teams in line with Company policies and UK workplace standards


• Knowledge of professional conduct standards, equality, diversity, inclusion, anti\-harassment, and dignity at work principles


• Excellent communication and interpersonal skills


• Strong customer service and problem\-solving abilities


• Ability to work calmly and effectively under pressure


• Good organisational skills and attention to detail


• Confidence handling guest complaints and operational challenges


• Professional and positive attitude with the ability to lead by example


• Good IT and administration skills, including hotel booking systems where applicable

• Experience within a luxury or boutique hospitality environment


• Previous experience using PMS/booking systems


• Understanding of GDPR and confidential handling of guest information


• Experience supporting training or onboarding of staff

Nira Caledonia Hotel is committed to creating an inclusive, respectful, and professional workplace in line with the Equality Act 2010\.

We expect all employees to:

• treat colleagues and guests with dignity and respect;


• contribute positively to a safe and inclusive working environment; and


• uphold the Company’s standards of professionalism and conduct at all times.

Pay £13\.25 Per hour

Benefits

Paid Day off for your Birthday

Discounts on Hotels and Dining for friends and family

Retention Bonus

Following the successful completion of one (1\) year’s continuous service, you will become eligible to receive a retention bonus.

The retention bonus will:

• be paid quarterly in arrears;


• initially equal 1% of your annual basic salary after one (1\) completed year of service; and


• increase by an additional 1% of annual basic salary for each further completed year of continuous service, up to a maximum of 20% of annual basic salary after twenty (20\) years’

Benefits:

• Discounted or free food


• Employee assistance programme


• Employee discount


• Health \& wellbeing programme

This listing is from indeed. View original listing ↗