The Front Office Supervisor acts as the "on shift" operational leader, and ensures an exceptional arrival, stay, and departure experience for every guest, leading the reception team with warmth, confidence, and professionalism.
In this role, you'll anticipate guest needs, resolves challenges calmly, and maintains smooth communication across departments.
Key responsibilities include:
Act as the on-shift leader across the department.
Monitor operational standards and efficiency in all areas.
Coordinate with department managers to resolve issues promptly.
Serve as the main guest contact during the shift.
Handle queries, complaints, VIPs, and special requests professionally.
Maintain visibility in public areas to support engagement and satisfaction.
Reallocate resources during busy periods to maintain service levels.
Motivate teams and lead by example with a positive, collaborative approach.
Ensure adherence to H&S regulations, hygiene standards, and company policies.
Act as the person responsible for emergency procedures, fire safety, and first aid.
Complete incident reports and escalate as needed.
Monitor upselling opportunities.
Ensure correct cash handling and billing processes.
Support cost control while protecting guest experience.
Conduct thorough shift handovers to ensure smooth continuity.
Prepare shift reports on key events, feedback, and challenges.
Communicate urgent matters to senior leadership promptly.
Liaise with organisers and internal teams to ensure requirements are met.
Take decisive action during emergencies or unexpected issues.
Coordinate teams to minimise disruption and ensure guest safety
As our Front Office Supervisor, we'll expect you to have:
Significant Front Office operations and hospitality service standards.
Guest experience principles and complaint resolution techniques.
Hotel systems (iStay, Maestro) and GDPR/PCI compliance.
Health & safety, fire safety, and compliance requirements.
Ability to lead and motivate guest-facing teams effectively during shift.
Strong communication, organisation, and time management skills and the ability to coordinate multiple departments simultaneously
Ready to discover your glow?
Be part of something more than a hotel — where your personality shines and your ideas matter.
If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: (email address removed)
Salary description
£28594.00 - £28594.00 per year