Front Office Supervisor in Birmingham

The Forest of Arden Hotel and Country Club is set in peaceful Warwickshire countryside and is well placed for access to Birmingham, Coventry, and other major centres. We are currently recruiting for a Front Office Supervisor to join our Truly Talented team. Reporting directly to the Front Office Manager, this is an exciting role for a talented individual looking for career growth and a new challenge in a fast‑paced, busy, hardworking team environment.

What we offer:

• £14.25 per hour
• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B
• 28 days holiday, including bank holidays, increasing yearly to 33 days
• Discounts across retail, restaurants, events and more through our benefits & rewards portal
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing
• Use of Stream Financial Wellbeing platform, allowing instant access to your pay
• Yearly complimentary Axiom Xcape stayover after one year of service
• A growing team with great training, progression, and promotion opportunities
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £500 per successful hire
• Free meals while on shift
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role:

As a Front Office Supervisor, you assist with the day‑to‑day running of the reception and supervise the department in the absence of the manager. You will provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times. You will be responsible for greeting guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face‑to‑face or over the telephone. You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities:

• To be totally guest focussed by consistently delivering excellent customer service with an informed, friendly and effective approach
• To be confident in assisting in the smooth running of the department, assisting with rotas, appraisals and training of colleagues
• To take pride and ownership of the smooth running and efficient organisation of the Reception in line with established procedures and standards
• To establish a good relationship with colleagues showing teamwork and flexibility to assist in solving problems and answering queries
• To work with all other departments in a suitably respectful, courteous and helpful manner
• To establish a courteous, helpful and friendly attitude toward all guests at all times and to be confident in using guest names at every available opportunity
• To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow‑up using your integrity
• To ensure correct hand‑over procedure of the day’s business with regard to cover and cashiering
• To be aware of complaints/problems and bring them to the attention of the Front Office and Duty Manager and to offer assistance using your integrity
• To promote the company values and behaviours at all times

Qualifications and Skills:

• Truly passionate about the Hospitality Industry
• Previous experience as a receptionist or reception supervisor is required
• Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories
• Outstanding customer service skills with the ability to anticipate guests’ needs
• A strong leader capable of motivating and influencing others to work to defined procedures and standards
• Excellent personal presentation
• Ability to function independently with a minimum of supervision
• Excellent communication skills, the ability to communicate verbally and in writing
• To be an enthusiastic team player with a flexible approach

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Equality and Diversity: We are an equal‑opportunity employer committed to recruiting, developing and retaining a diverse workforce. We encourage applications from all genders, races, religions, ages, sexual orientations, heritage and those with disabilities.