Reception Team Leader

PREMIER Suites

The PREMIER Suites serviced apartment brand is operating for more than two decades in key cities in Scotland, England, Ireland, Belgium and the Netherlands, Premier Suites offers guests spacious modern apartments that are a perfect alternative to hotels whether visiting for business or leisure.

Our team are the beating heart of our properties. We are so proud to have achieved Great Place to Work certification in 2025 and 2026 and to feature on the UK Best Workplaces in Retail, Hospitality & Leisure 2025 and the UK Best Workplaces for Women 2025 and 2026. Our team work together to create an atmosphere of trust and respect where people enjoy coming to work and are inspired to give of their best. We are not perfect by any means, but we do our best to deliver, every day, on our ethos to "do the right thing".

The Property

Situated in the heart of this friendly, iconic Northern city, PREMIER SUITES Newcastle is home to 28 serviced apartments. All our apartments are bright and contemporary in style, providing both corporate and leisure travelers a unique alternative to a traditional hotel stay.

The Tyne and Wear Metro system and public bus services provide easy access across the city for both our guests and team and Newcastle Central Station is less than 5 minutes' walk away.

The Role

We are looking for an experienced, friendly and warm person for this role. Based in PREMIER SUITES Newcastle you will be responsible for overseeing reception and reservations procedures for our busy property. The ideal person for this role must be friendly, warm and welcoming, a team player with the ability to multi task, be standards driven and detail orientated, with the desire to progress within the hospitality industry. This is a part time role 32 hours per week 4 days over 7 to include flexibility to work weekends, shifts are between 9am start and 8pm finish. From time to time you may also be required to work additional hours up to maximum of 40 to cover holidays.

What is involved in this role:

• General receptionist duties - Welcoming guests to the property, providing effective check-in and check-out and taking calls when required.
• Leading the small property team and supporting the Area General Manager on site.
• Anticipating our guests needs, and ensuring that service is provided to the level they require and beyond their expectations.
• Managing telephone and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times.
• Maintaining a thorough understanding of properties facilities and processes, and contribute to a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts.
• Ensuring guest queries, complaints, and suggestions are dealt with quickly and efficiently.
• Use of onsite computer systems including Opera and Room cloud channel manager, email and Microsoft packages.

What we are looking for:

• At least 2 years' previous experience in a Customer Service Environment preferably hotels or serviced apartments.
• Previous experience at a supervisor or senior reception level advantageous.
• Be computer literate with the ability to use Microsoft Word and Excel. Previous experience of opera cloud or a PMS will be beneficial but training will be given.
• Be warm, friendly and welcoming.
• Excellent communication and customer service skills. The ability to use business English verbally and through email correspondence is essential.

Why work with us?

We are a small team that promote working together as a team. We believe in promoting from within. We encourage learning and development and offer a wide range of courses through our online learning platform Eureka. We are also very flexible if people want further education. We want you to be happy and enjoy coming to work with us by providing every individual with the support and training required.

PREM Group is a leading hospitality management company operating across Europe, specialising in hotel, serviced apartment, and property management. Founded in 1996, PREM Group has established a reputation for excellence, managing a diverse portfolio of properties under its own brands and on behalf of owners. With a commitment to guest satisfaction, operational efficiency, and sustainable practices, PREM Group delivers exceptional hospitality experiences. Combining local expertise with international reach, the company is dedicated to innovation and quality in every aspect of its operations, making it a trusted partner in the hospitality industry.