Front Office Supervisor NEW Posted yesterday Bodelwyddan

Join our team at Bodelwyddan Castle, part of the Warner Hotels Group. This Grade II listed Victorian building near the North Wales Coast houses a modern 238-bedroom hotel with a superb range of leisure facilities and numerous daily activities. Looking to take the next step in your career? At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you’ll be free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences. At Warner Hotels, we’re more than just a place to stay; we’re a place where guests come to make memories, discover new experiences, and feel truly cared for. As Front Office Supervisor, you’ll play a crucial role in bringing that magic to life.

Role Purpose

The Front Office Supervisor is to act as the on-shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest, leading the reception team with warmth, confidence, and professionalism. The role anticipates guest needs, resolves challenges calmly, and maintains smooth communication across departments. Through curiosity and continuous improvement, the Supervisor elevates service delivery, efficiency, and guest advocacy. Rooted in collaboration and commitment, this role nurtures a positive, guest-focused culture where the team feels supported and empowered.

Responsibilities

• Operational Oversight: 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.
• Guest Service & Experience: 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.
• Team Support & Leadership: 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.
• Health, Safety & Compliance: 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 elevate as needed.
• Financial & Commercial Awareness: Monitor upselling opportunities. Ensure correct cash handling and billing processes. Support cost control while protecting guest experience.
• Communication & Reporting: Conduct thorough shift handovers to ensure smooth continuity. Prepare shift reports on key events, feedback, and challenges. Communicate urgent matters to senior leadership promptly.
• Event & Function Support: Liaise with organisers and internal teams to ensure requirements are met.
• Problem Solving & Crisis Management: Take decisive action during emergencies or unexpected issues. Coordinate teams to minimise disruption and ensure guest safety.

Behaviours, Skills & Experience

• 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 shifts.
• Strong communication, organisation, and time-management skills and the ability to coordinate multiple departments simultaneously.

Inclusion Statement

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities, and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.