At a Glance
- Tasks: Lead the front office team to create unforgettable guest experiences at our stunning hotel.
- Company: Join Holme Lacy, a beautiful Grade I listed hotel in Herefordshire.
- Benefits: Enjoy competitive pay, flexible hours, and a vibrant work environment.
- Other info: Diverse and inclusive workplace with opportunities for growth and development.
- Why this job: Be the face of hospitality and make a real difference in guests' stays.
- Qualifications: Experience in front office operations and a passion for guest service.
The predicted salary is between 25000 - 30000 £ per year.
Join our team at Holme Lacy, part of the Warner Hotels Group. This Grade I listed 181‑bedroom hotel in Herefordshire boasts a theatre, spa, two restaurants, and a coffee shop set in 20 acres of green fields.
The Front Office Supervisor acts as the on‑shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest. They lead the reception team with warmth, confidence, and professionalism, anticipate guest needs, resolve challenges calmly, and maintain smooth communication across departments.
Responsibilities- 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.
- Provide on‑shift support and guidance to teams across all departments.
- 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 minimize disruption and ensure guest safety.
- 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.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and central to our mission. We encourage applications from all backgrounds, communities, and industries and are happy to discuss any reasonable adjustments or flexibility, including part‑time or job‑share arrangements.
Front Office Lead: Guest Experience & Service employer: Berkshire News
At Holme Lacy, part of the Warner Hotels Group, we pride ourselves on creating a vibrant and inclusive work environment where every team member is valued. Our commitment to employee growth is reflected in our comprehensive training programmes and opportunities for advancement within our historic and picturesque hotel setting. Join us to be part of a dedicated team that prioritises exceptional guest experiences while enjoying the benefits of working in a stunning location surrounded by nature.
StudySmarter Expert Advice🤫
We think this is how you could land Front Office Lead: Guest Experience & Service
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read reviews, and see what current employees are saying. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Front Office Lead, you'll need to engage with guests and staff alike. Role-play common scenarios with a friend or family member to build your confidence and refine your approach.
✨Tip Number 3
Be ready to showcase your problem-solving skills during the interview. Think of examples from your past experiences where you successfully handled guest complaints or operational challenges. This will demonstrate your ability to think on your feet!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Front Office Lead: Guest Experience & Service
Some tips for your application 🫡
Show Your Passion for Guest Experience:When writing your application, let your enthusiasm for delivering exceptional guest experiences shine through. Share specific examples of how you've gone above and beyond in previous roles to create memorable moments for guests.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Front Office Lead role. Use keywords from the job description to demonstrate that you understand what we're looking for.
Be Professional Yet Approachable:While it's important to maintain a professional tone, don't be afraid to let your personality come through. We value warmth and confidence, so make sure your written application reflects that friendly vibe we love at StudySmarter.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and efficiently, making it easier for us to review your credentials.
How to prepare for a job interview at Berkshire News
✨Know the Hotel Inside Out
Before your interview, take some time to research Holme Lacy and its unique offerings. Familiarise yourself with the hotel’s history, facilities, and guest experience principles. This will not only impress the interviewers but also help you articulate how you can contribute to enhancing guest experiences.
✨Showcase Your Leadership Skills
As a Front Office Supervisor, you'll need to lead by example. Prepare examples from your past experiences where you've successfully motivated a team or resolved conflicts. Highlight your ability to maintain calm under pressure and how you’ve ensured smooth operations during busy periods.
✨Anticipate Guest Needs
Think about how you would handle various guest scenarios, including complaints and special requests. Be ready to discuss specific strategies you would use to ensure every guest feels valued and satisfied. This shows that you understand the importance of exceptional service in the hospitality industry.
✨Communicate Effectively
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. During the interview, demonstrate your ability to coordinate with different departments and resolve issues promptly. This will reassure the interviewers that you can maintain smooth communication across the hotel.
