At a Glance
- Tasks: Lead the reception team, ensuring exceptional guest experiences and smooth operational standards.
- Company: Join a hospitality-focused team committed to diversity, equity, and inclusion.
- Benefits: Enjoy a supportive work environment with opportunities for flexible working arrangements.
- Other info: The role includes responsibilities for health and safety compliance and crisis management.
- Why this job: Elevate service delivery while leading a motivated team in a dynamic hotel setting.
- Qualifications: Experience in Front Office operations and knowledge of hotel systems like iStay and Maestro required.
The predicted salary is between 30000 - 40000 £ per year.
Role Purpose The Front Office Supervisor is 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 upgrade 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 shift. 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. Unsolicited CVs from agencies will not be considered.
Front Office Supervisor in Tye employer: Warner Hotels
This hotel prioritises guest satisfaction and team empowerment, located in a vibrant area. They offer a commitment to diversity and inclusion, ensuring all voices are heard and valued.
