Guest Services Supervisor

The Hotel

Hampton by Hilton London City is part of the award-winning portfolio of hotels owned by Dominus and managed by Dominus Hospitality. Opened in 2023, the hotel combines Hampton's signature friendly service with modern comfort in one of London's most vibrant neighbourhoods.

Ideally located between Shoreditch and the City, just moments from Old Spitalfields Market, the hotel is perfectly positioned for both business and leisure travellers, offering easy access to London's financial district and some of the capital's most iconic attractions.

The hotel features 278 contemporary guest rooms, Hampton's signature complimentary hot breakfast buffet, a 24-hour fitness centre and thoughtfully designed spaces that provide guests with everything they need for a comfortable and connected stay.

What we offer

• Staff rate across all Hilton brands and across the Dominus hotel portfolio
• Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
• Additional annual leave entitlement based on length of service
• Impact Day, paid day to support your charity of choice
• Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
• Staff events and recognition schemes
• Access to Employee Assistance Program (EAP)
• Season Travel Ticket Loan
• Cycle To Work Scheme
• Refer A Friend Scheme – get rewarded when they join the team
• A collaborative team culture where people thrive together and a place where you can be your true authentic self

About the role

As Guest Services Supervisor at Hampton by Hilton London City, you will support the Reception Manager in the day-to-day running of the Front Office operation, leading by example to ensure our guests receive a warm, friendly and efficient experience from arrival through to departure. This is a hands‑on role where you will supervise and support the Guest Services team, coordinate daily Front Office activity and help maintain consistently high standards of service. During your shift, you will also act as a key point of contact for guests and team members, taking ownership of operational matters and supporting the safe and smooth running of the wider hotel.

Key Responsibilities

• Supervise Front Desk and Food & Beverage operations during your shift, ensuring friendly, efficient and consistent service across the hotel.
• Lead by example, remaining hands‑on in the operation and supporting the team during busy periods.
• Lead, coach and motivate team members, providing clear direction and feedback to maintain high service standards.
• Act as a key point of contact during your shift, taking ownership of operational matters and supporting the safe and smooth running of the hotel.
• Handle guest feedback, complaints and service recovery confidently and professionally, ensuring appropriate follow‑up and escalation where required.
• Monitor team performance, attendance and productivity, addressing concerns appropriately and communicating with relevant managers.
• Coordinate with Housekeeping and other departments to ensure effective communication and a seamless guest experience.
• Ensure shift procedures, daily checks and handovers are completed accurately and communicated effectively.
• Support the achievement of guest satisfaction, Hilton Honors and departmental performance objectives.
• Ensure compliance with Health & Safety, security, emergency procedures and Hilton and hotel standards throughout the shift.
• Maintain high standards of operational efficiency, identifying and responding proactively to issues as they arise.

About You

• Previous experience in a Front Office, Reception or similar guest-facing hotel role, with experience taking responsibility for a shift, area or team.
• Confident supporting and motivating others, with the ability to provide clear direction, coaching and feedback.
• A genuine passion for delivering friendly, efficient and high-quality guest experiences.
• Strong communication and interpersonal skills, with a confident and approachable manner.
• Comfortable taking ownership, making sound decisions and responding effectively to guest and operational issues.
• Organised and solutions-focused, with the ability to prioritise effectively in a busy hotel environment.
• Proactive, hands‑on and flexible, with a willingness to support different areas of the hotel as required.
• Comfortable using hotel systems; previous experience with Hilton systems would be an advantage.
• Flexible to work a variety of shifts, including weekends and bank holidays, in line with business needs.