Front Office Supervisor in London

We are looking for an ambitious Front Office Supervisor to join the team here at St Ermin’s Hotel. If you want to work for one of the best places in hospitality, multiply the fun, love and energy we have at our workplace, we would love to hear from you. Looking after our people is all that we care about. We are a London living wage, Workplace Mental health-chartered Employer and consistently voted as one of the Best Places to Work in Hospitality. When you join us, you will become a vital member of our team. You will not only support us in delivering breath-taking hospitality to our guests but also to create a workplace that becomes a role model to others.

What do you get in Return?

• Great salary and service charge – The more we make, the more you make!
• Fun, Love & Energy – Not just a slogan, it’s just who we are.
• The best staff canteen in London! – Breakfast, Lunch & Dinner.
• Range of benefits including Medicash Health Care Cash Plan (24/7 GP available for you and your household), financial advice, mental health support via MyStrength, exclusive retail and restaurant discounts, and more.
• Worldwide discounts for you, friends, and family in all the Marriott hotel brands.
• An opportunity to experience and collect great memories that will last with you forever.

As a Front Office Supervisor, you will ensure to deliver warm, gracious, individual service to every guest following the St. Ermin’s guidelines and procedures as well as the Marriott standards. Embracing and displaying the St Ermin’s culture of Fun, Love and Energy.

What will you be doing?

• Oversee the smooth running of the reception shift when on duty, directing, assisting and motivating the reception team throughout.
• Warmly greet all guests with a smile and by name.
• Be proactive to anticipate guests needs and deliver breath-taking hospitality.
• Handle all duties according to hotel policies & procedures, internal rules and standards.
• Be knowledgeable about daily hotel operations including meetings and functions.
• Be knowledgeable about the Marriott Bonvoy program and its member benefits.
• Know how to operate Opera, Onity, eReg, PDQs and Switchboard console.
• Respond to Empower chats, Customer Care cases and mobile check in.
• Be familiar with room availability, rates, packages and promotions.
• Be knowledgeable about the different guest room layouts, locations, amenities, and all services offered by the hotel.
• Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay.
• Understand and be able to talk to guests about the unique history of St Ermin’s hotel.
• Have knowledge about the city, the local area and attractions and be able to make suitable suggestions to guests based on their requirements.
• Be familiar with the Supervisor, early, late and night checklist to ensure a smooth operation.
• Attend the handover briefing at the beginning of your shift.
• Follow the check in and check out procedure according to the hotel’s SOP, AA standard and Marriott’s BSA (Brand Standard Audit).
• Actively contribute to the department’s goals like Marriott Bonvoy Enrolments, room upsell revenue and audit scores.
• Answer the phones at the reception desk according to the standards of proper etiquette and as fast as possible (no more than three rings).
• Ensure the cleanliness of the reception, lobby and back office area at all times and in line with Covid-19 guidelines.
• Assist with any e-mails sent to the reception inbox.
• Assist in training new team members.
• Assist all guests with questions, issues and requests as required.
• Assist fellow colleagues in their jobs to ensure that all tasks are done on time.
• Coordinate the breaks for your team.
• Use your PC and Opera password in accordance with PCI DSS legislation and internal policies; log off the terminal when leaving the area.
• When leaving the reception area, it is mandatory for the receptionist to lock his/her float to ensure the cash is secured.
• Always adhere to cash handling and banking procedures.
• Be able to perform all Switchboard duties and cover when required and instructed in accordance to the need of the business.
• Expected to carry out any reasonable requests given by the management.

Note: This description is not intended to establish a total definition of the job, but an outline of the duties.

You will have to be eligible to work in the UK to be considered for the role.