Front Office Supervisor

Are you a hospitality professional with a passion for excellence? We are currently inviting applications for the role of Front Office Supervisor at SCHLOSS Roxburghe. This is a fantastic opportunity for someone who enjoys ensuring every guest is welcomed with warmth and every stay exceeds expectations.As a Front Office Supervisor you will support the Front Office Management team with the day-to-day running of the FO operation ensuring the smooth operation of services is always provided. Deliver an exceptional, seamless, and consistent guest service experience from arrival through to departure and create an exceptional experience for our guests.Your Key Responsibilities:Lead and supervise the daily reception operations providing effective hands-on management and leadership to the reception teamHandle FO operations in the absence of the Duty Manager and Front Office ManagerTakes ownership of any guest request which comes your way seeing it through until completion and manage guest recovery situations promptly and effectivelyEnsure a positive working relationship is maintained between all operational teams to deliver a quality and smooth-running service to all guestsAssist the FOH Management team in creation of SOP’s, implementation, and team trainingSupervise and motivate the team throughout the dayEngage and interact with our guests creating magical and memorable moments during their time at SCHLOSS RoxburgheMaximises internal communication, adapts to new working methods and supports all key players to ensure a smooth guest journeyInforms the housekeeping team throughout their shift about any room changes or room moves, special amenities, and early/late departuresIn an emergency situation or fire alarm activation, prints the correct reports for reception and assumes the appropriate responsibilities, following the Fire procedure and Health & Safety protocols at all timesEnsure the reception area and all public areas are well presented and at the expected cleanliness of the hotelTakes room, restaurant, bar and golf reservations for our guestsMonitors the incoming phone calls and email correspondence for reception throughout your shiftDocuments and communicates all noteworthy events of the shift and delivers an effective handover with the other operational departmentsPerforms basic cashier dutiesAll other reception dutiesSupport the Food & Beverage and Housekeeping teams when requiredRecognise that operations must run 24 hours, 7 days a week, without interruptionHigh level of confidentiality and discretion towards guests and colleagues to be maintained at all timesTakeover of manager on duty (MOD) responsibilities when necessary (service recovery and fire alarm panel), to represent the management and assist with complaint handlingYour Experience, Qualities & Capabilities:You are an excellent communicator, both verbal and written, with the ability to communicate effectively with people at all levelsYou are confident with problem solving and complaint handlingYou are detail-oriented; accurate data entry and strong computer skillsYou are enthusiastic and have a positive personality with the ability to build genuine and trusting relationshipsYou will lead by example, believe in a strong team culture and set the scene for high performanceProven Experience/Qualifications:Experience in a customer or guest facing role for minimum 2 years essentialProven supervisory experience preferredFull, clean driving licenceYour Benefits:Share of gratuities on a pro-rata basis30 days paid holiday after 1 year of service50% discount on food & beverage for Employee and up to 4 guests30% discount in our Pro ShopFree meals whilst on shiftFree golf membershipFree on-site parkingRecommend a friend schemeQuarterly recognition programmeEmployee and Family rates and discounts in Hyatt hotel upon availabilityEmployee discounts at our 12.18 Hotel CollectionAccess to exclusive perks, offers, and discounts on our colleague platformLifeWorks employee assistance program, offering support and confidential advice for you and your family when you need it mostAccess to wellbeing articles, podcasts, tools and resourcesThis is a permanent, full-time position, working 5 days over 7. You must be available to work mornings, evenings and weekends.You must already have the right to work in the UK.