Reception Team Leader
"Hospitality expert, bee keeping enthusiast"
You bring your expertise, enthusiasms, and curiosities; and we'll provide you with a space to play.
• Full Time – Permanent Contract – 40 Hours a Week
• £30,000-£32,000/annum, including TRONC (Tips & Service Charge)
• Onsite Role
• Based at Mad Swans in the South Downs
Mad Swans is looking for a full-time Reception Team Leader to join our budding team. You'll be the first person to step into these shoes and shape this brand-new role based at our second site: Mad Swans in the South Downs.
Mad Swans in the South Downs is located in Blacknest near to Farnham & Alton.
Full Address: Frith End Road, Blacknest, Hampshire, GU34 4QL
Find out more about Mad Swans and what The Times had to say about our first opening at Mad Swans in the Mendips:
Can a cool new hotel near Bath really make golf fun for everyone?
What we do
We are experts in our field, committed to creating boundary-pushing social spaces that spark meaningful connections through play in nature.
Mad Swans is a countryside hangout for mavericks. The unruly. The friendship groups you wish you were in. The families you want to hang out with. For evenings that go on forever. And weekends that become folklore. Come for a good time. Come for a long time. Come for a breath of fresh air. Whoever you are. Come as you are.
Social play spanning Padel Tennis, Pickleball, Darts, Shuffleboard and Golf gives guests the chance to explore one game or sample them all, across a few hours, a day, or a long weekend. We're all about great food, which is why we've teamed up with experts in their field to create two distinct dining experiences and endless ways to enjoy them. The Potting Shed proudly boasts a menu of refreshing takes on Brasserie classics while, in The Hangout, the focus is on shareable plates with no compromise on flavour. But wherever guests find themselves, from course to court, the meadow to the orchard, they're never far from a plate of something delicious to satisfy any craving. And, for evenings that go on forever, an Eco Cabin for the night is only a starlit walk through the wilderness away.
What we can do for you
We understand that there's more to life than work, which is why our roles are designed to allow exploration, from long-time passions to brand-new intrigues.
We believe that to be interested is to be interesting – that means industry-leading training within and outside of your specified job role. If you have a question, we want to provide you with the tools to answer it. As we make our start in the world, our team need to be able to wear a few different hats, which we treat as an opportunity, allowing you to take considered detours into topics of interest, in the pursuit of a broader, richer perspective.
And out of hours, our guests' playground is yours too. Enjoy the wide variety of green spaces, and the games they host, at an exclusive rate. You'll have the opportunity to get involved in all things Mad Swans, from padel lessons to cocktail workshops, after all, we want you to be as excited by our product as we are.
What there is to it
As this is a brand-new role for a new opening, you'll be at the heart of our guest experience —leading the Reception team and ensuring our guests have an amazing stay in our lovely Eco Cabins.
The key duties and responsibilities of this role will include:
• Overseeing the daily operations of our Cabins Receptions team and department
• Working closely with the General Manager and Housekeeping Team Leader to ensure our guests have a great stay and visit to Mad Swans
• Delivering an amazing guest experience
• Ensure all guests receive a warm welcome and are checked in/out efficiently
• Show guests to their cabins and assist with any special or adhoc guest needs
• Assisting with guest enquiries and act as a key point of contact for guests interested in booking any overnight accommodation, tables in the restaurant or any sports activities
• Ensuring the Reception area is clean, tidy, well-presented and maintained to a high standard
• Work closely with the Group Reservations Manager to ensure all reservations and bookings are handled efficiently
• Assist and provide cover for the Housekeeping Team Leader when they are off
• Support in The Shop as and when required
• Proactively upselling to guests, including food, drinks and other activities
• Promoting our Mad Swans Loyalty Programme
• Managing and overseeing the Reception team
• Ensuring the Reception team is well-presented, following all standard operating procedures and delivering excellent guest service
• Scheduling team members and step in on some shifts to help to ensure there is adequate cover and resource in line with our bookings and flow of visitors
• Recruiting and training new team members to a high standard
• Handling guest complaints and feedback, ensuring any issues are resolved promptly to ensure guests have a positive experience
This is a full-time permanent position and will work any five days out of seven. Earnings for this role is £30,000-£32,000/annum, including TRONC (Tips & Service Charge).
Location – this is an onsite role and will be located at Mad Swans in the South Downs, Frith End Road, Blacknest, Hampshire, GU34 4QL.
Working Hours – shift times will vary throughout the week; however, the operational times will be from 7.00 am to 10.00 pm. This role may also be required to cover night shifts on some occasions.
Working Days – this role will work any five days out of seven and will involve working on weekends on a regular basis. Working hours will vary in line with the operating calendar and needs of the business.
Who we're looking for
We are looking for a Reception Team Leader who is:
· Experienced and has previously worked in a hotel or establishment with rooms
· Passionate about delivering a high level of guest service
· Able to lead, motivate and inspire a team
· Excited about being part of a new concept, new brand and new opening
· Happy to be hands-on and assist with the day-to-day duties and operation
· Proficient in using Microsoft Office and operating systems such as ResDiary, Revinate, Mews and Lightspeed
· Happy to be flexible in terms of supporting in The Shop and in other areas/departments such as Housekeeping as and when required
· An excellent communicator
· Highly organised and able to multi-task
· Confident, outgoing and well-presented
· Self-driven and highly motivated
· Proactive, positive and resilient by nature
· Solutions driven
· Comfortable working in a very fast paced environment
· Able to cover night shifts on occasions when cover is required
Please note, you must be eligible to work in the UK as we are unable to sponsor any work permits or visas.
What is in it for you
· Tips & Service Charge
· Free Parking
· Free Employee Meal whilst on shift
· Wage Stream – access your pay for hours worked before pay day
· Employee Discounts on Food, Sports, Activities, Cabins and in the Retail Shop
· Reward & Recognition Initiatives
· Team Social & Well-being Activities & Events
· Employee Referral Scheme Bonus
· Mad Swans Water Bottle
· Mad Swans Hoodie
· Plant your own tree at Mad Swans
How to Apply
If you believe you have what it takes to come on-board and would like to be part of something new and exciting, we would love to hear from you. Please simply apply by hitting the apply button.
Recruitment Agencies
We are not working with any recruitment agencies at this time. As such, we do not accept any speculative CV's and/or candidate profiles and are, therefore, unable to consider these.