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 team.
• Handle FO operations in the absence of the Duty Manager and Front Office Manager.
• Takes ownership of any guest request which comes your way seeing it through until completion and manage guest recovery situations promptly and effectively.
• Ensure a positive working relationship is maintained between all operational teams to deliver a quality and smooth-running service to all guests.
• Assist the FOH Management team in creation of SOP’s, implementation, and team training.
• Supervise and motivate the team throughout the day.
• Engage and interact with our guests creating magical and memorable moments during their time at SCHLOSS Roxburghe.
• Maximises internal communication, adapts to new working methods and supports all key players to ensure a smooth guest journey.
• Informs the housekeeping team throughout their shift about any room changes or room moves, special amenities, and early/late departures.
• In 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 times.
• Ensure the reception area and all public areas are well presented and at the expected cleanliness of the hotel.
• Takes room, restaurant, bar and golf reservations for our guests.
• Monitors the incoming phone calls and email correspondence for reception throughout your shift.
• Documents and communicates all noteworthy events of the shift and delivers an effective handover with the other operational departments.
• Performs basic cashier duties.
• Support the Food & Beverage and Housekeeping teams when required.
• Recognise that operations must run 24 hours, 7 days a week, without interruption.
• High level of confidentiality and discretion towards guests and colleagues to be maintained at all times.
• Takeover of manager on duty (MOD) responsibilities when necessary (service recovery and fire alarm panel), to represent the management and assist with complaint handling.

Your Experience, Qualities & Capabilities:

• You are an excellent communicator, both verbal and written, with the ability to communicate effectively with people at all levels.
• You are confident with problem solving and complaint handling.
• You are detail-oriented; accurate data entry and strong computer skills.
• You are enthusiastic and have a positive personality with the ability to build genuine and trusting relationships.
• You will lead by example, believe in a strong team culture and set the scene for high performance.

Proven Experience/Qualifications:

• Experience in a customer or guest facing role for minimum 2 years essential.
• Proven supervisory experience preferred.
• Full, clean driving licence.

Your Benefits:

• Share of gratuities on a pro-rata basis.
• 30 days paid holiday after 1 year of service.
• 50% discount on food & beverage for Employee and up to 4 guests.
• 30% discount in our Pro Shop.
• Free meals whilst on shift.
• Free golf membership.
• Free on-site parking.
• Recommend a friend scheme.
• Quarterly recognition programme.
• Employee and Family rates and discounts in Hyatt hotel upon availability.
• Employee discounts at our 12.18 Hotel Collection.
• Access to exclusive perks, offers, and discounts on our colleague platform.
• LifeWorks employee assistance program, offering support and confidential advice for you and your family when you need it most.
• Access to wellbeing articles, podcasts, tools and resources.

This 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.