Front Desk Supervisor, The Savoy Hotel

The Savoy is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leaders, and legends of the stage and screen. Today, we pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality. Our award‑winning, colleague‑centric culture truly differentiates us in the luxury hospitality marketplace. We offer competitive salaries and benefits, along with outstanding career development opportunities globally within Fairmont.

Your purpose will be:

• To support the FOH leadership to ensure consistency and excellence in service standards in the front office.
• To oversee the daily operation and to drive quality through support, development and training of the Guest Executives and Guest Experience Assistants.

Scope & purpose of the position:

The candidate will assist the Front Desk management team to coordinate, oversee and successfully accomplish all Reception related operations. The candidate will be responsible for blocking guest rooms and coordinating all room allocations and guest special preferences with Housekeeping, Food and Beverage, Communications, Engineering and other departments in order to achieve maximum customer satisfaction while complying with all The Savoy Hotel policies.

Special Requirements:

We are looking for an exceptional individual with Front Office experience at day and/or night. The candidate will require proven skills to liaise with different departments in order to achieve and exceed guest expectations. The Reception Coordinator must be “hands on” and provide the direction required to motivate the team and ensure the smooth, efficient and to standard operation of the department. The candidate must have an excellent rapport and be a contact for our guests. Expertise in using Opera is required. Fluency in written and spoken English is required. A second language is preferred.

Your key responsibilities & contribution will be:

• Successfully coordinates the daily arrivals with all pertinent departments in the hotel (Housekeeping, Room Service, Engineering, any F&B outlet, PBX or any other area required) so that room allocations for all guests are accurate and that special requests and preferences are set prior to the guest arrival.
• Utilises a variety of computer systems (HotSos, Royal Services, Opera, Microsoft 365) to check guests in and out, run daily reports and select and block rooms for arriving guests.
• Manage the room inventory in order to best accommodate guests preferences while maximizing the revenue at the front office.
• Prioritises room allocations based on guest arrival times, utilising and communicating Queue rooms with Housekeeping, wait times and VIP or special attention status in order to create a smooth arrival and departure experience.
• Ensure effective execution of VIP Limousine and group arrivals procedures.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager.
• Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all enquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Checks guest in and out in an efficient and friendly manner, using guest name whenever possible.
• Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay.
• Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
• The ability to conduct full daily AM and PM shift briefings.
• To assist all members of staff with training to achieve the standards set by The Savoy and to keep records of training whenever requested by the Front Desk Management.
• To maintain maximum occupancy within the hotel, avoiding overbooked situations and maintaining the correct guest mix.
• To check in detail each day’s arrivals list for VIPs, celebrities and regular guests, ensuring they have their requested accommodation and special services checked and receive complimentary items as ordered and on time.
• To liaise with the Housekeeping department to ensure that rooms are ready for new arrivals and that any special requests are met.
• To be responsible for all departmental equipment and stationery, co-ordination and maintenance of this as required, ensuring adequate departmental supplies and a strict cost control.
• To ensure adherence by all staff within the department to all Health and Safety Regulations and Fire and Bomb Procedures.
• To assist the Front Desk Management Team by personally ensuring the hotel’s credit procedures are in place and are fully understood and practiced by all Front Office staff.
• To assist in maintaining all current and past records in an efficient manner and to ensure that all necessary information is available and/or properly stored in a secure place for the required timeframe.
• To assist in co-ordinating all group bookings, working closely with Conference Services.
• Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• To assist in checking each day’s arrival reports in advance and to ensure all reservations are secure and reconfirm when necessary. To check them again two days in advance and on the day of arrival to ensure, reconfirm where necessary and ensure all are properly filled.
• To assist in preparing, reviewing and executing contingency plans for system malfunctions and emergency situations i.e. Opera system crash scenarios.
• To assist in maintaining an updated Standards Training Manual and associated resource materials.
• The ability to keep receptionists well informed of all changes in hotel policy, services, personnel, special activities, etc.
• To review guest’s bills in advance and anticipate resolving discrepancies, avoiding delays on guest check outs and complaints for incorrect billings.
• To maintain good working relationships with all departments, high morale and excellence in the department through leadership and a fair and consistent display of discipline.
• To ensure that the Reception area is always immaculate, free of paper work and that the Lobby is always set up “as if it was not used”, free of any trash and impeccable.
• To ensure that the Back offices for Reception are always clean and immaculate.
• Implement an innovative approach to the business, constantly seeking, suggesting and implementing new product and service enhancements.
• Develop and project initiatives that reflect the goal to a more sustainable hotel environment.
• Provides basic trouble‑shooting support for in‑room services such as Internet, TV movies, games, and Web service.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Concierge, Telephone, Housekeeping, Guest Services and Front Office.
• To perform other duties as required by Management, relating to the operation of the hotel.
• To offer service to all guests in a manner that exceeds expectations.
• To assist with the co‑ordination of training, development and evaluation of employees in the department.

Qualifications

What you will need to do in this role?

• 1 – 3 years’ experience in a luxury hospitality environment.
• Excellent communication skills, both verbal and written with the ability to communicate effectively with people of all levels.
• Enthusiastic and positive personality with the ability to build trusting relationships.
• Ability to multi-task and problem solve in a fast-paced environment.
• Keen eye for detail and a strong understanding of the room styles.
• Flexibility to work different shifts including night shifts.
• Knowledge of OPERA PMS.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Knowledge of Opentable, Silverware.

Please note that we believe in flexibility and multi‑skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Additional Information

What’s in it for you?

• Competitive salary, pension, and life assurance.
• 31–33 days of holiday (including public holidays).
• Cashback for wellbeing/healthcare expenses & Perkbox.
• Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included).
• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants.
• 20% off at other Gordon Ramsay restaurants and Restaurant 1890.
• Free stay at The Savoy after probation.
• Colleague restaurant, interfaith prayer room and wellness room.
• Laundry services for all colleagues.
• Gym access, cycle-to-work scheme and Virgin Active membership discount.
• Season ticket loan for commuting.
• Employee assistance program.
• Optician reimbursements, and local discounts for F&B and retail.