Front Office Supervisor

3 weeks ago

London, Greater London, United Kingdom Imperial London Hotels Full time

Reception Operations Leader

Imperial London Hotels Group

40 hours (5 out of 7 days weekly rota)

£27,539 + benefits

Imperial London Hotels has a rich history of over 180 years in the hospitality sector, managing a collection of seven 3 & 4-star hotels situated in the vibrant Bloomsbury area. As an independent, family-owned establishment, we pride ourselves on our unique heritage and culture, which serves as the foundation for our ongoing evolution and modernization.

Our portfolio includes notable properties such as The Royal National Hotel, the largest hotel in the UK with over 1,600 rooms, along with The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel, and our newly acquired IHG Branded Holiday Inn Bloomsbury. We are excited to announce that following a significant refurbishment, The Imperial Hotel will be reintroduced as our flagship 4* Deluxe Hotel in the near future.

We are currently seeking a Reception Operations Leader to enhance our dynamic and diverse team in the heart of Bloomsbury. We believe in fostering a community spirit within Imperial London Hotels.

Providing an outstanding level of service to every guest is paramount. You will take on the mission of ensuring that you and your team deliver an exceptional guest experience from check-in to check-out. Collaborating closely with your Front Office Manager and Front Office teams, you will set a standard for the team, leading by example to create memorable experiences for each guest while addressing any service quality and operational standard shortfalls.

Key Responsibilities:

  • Reviewing all upcoming arrivals for the next day and three days in advance, managing guest check-ins/outs, and processing payments.
  • Supporting team members through conflict resolution, effective time management, workload prioritization, and individual staff development.
  • Maintaining a comprehensive understanding of hotel amenities and procedures, contributing to a culture of high-quality standards in relationship building, customer service, and sales techniques.
  • Providing guidance and support to new staff members to ensure they integrate seamlessly into company procedures and expectations.
  • Ensuring all bookings are guaranteed and that no-show charges/late cancellation fees are applied when necessary.

What We Expect From You:

  • A minimum of 1 year of experience as a Reception Supervisor or Front of House Supervisor in a hotel environment.
  • Personable and engaging, with the ability to build rapport easily and excellent communication skills with both internal departments and guests.
  • A natural leader capable of motivating and developing a team to achieve their full potential, both personally and professionally.
  • A positive, can-do attitude, remaining calm under pressure, and able to work independently as well as part of a team.
  • Proficient in Microsoft applications and familiar with Reservation Systems (Opera).

What We Offer:

  • 28 days of holiday (including bank holidays), increasing with length of service up to 33 days.
  • Complimentary meals during shifts.
  • Uniform and dry-cleaning services.
  • Workplace pension scheme.
  • £300 Refer a Friend Scheme.
  • Employee recognition and awards.
  • Social events and activities.
  • Interest-free Season Ticket Loan / Travelcard Loan.
  • 50% discount for friends and family on hotel rooms & 20% discount in our restaurants (subject to availability).
  • Local discounts at gyms, dry cleaners, bowling alleys, and restaurants.
  • Shopping discounts across various high-street brands and online retailers.
  • Mental health first aiders support & well-being initiatives.
  • Employee Assistance Programme supported by Hospitality Action.

Career & Development Opportunities:

  • Training and development through the Imperial London Hotels Academy.
  • Access to fully funded apprenticeships (subject to eligibility).
  • £1,000 for your chosen development course upon completion of our Buddy programme (subject to eligibility).
  • Access to Supported Study Scheme (subject to eligibility).
  • Annual Free English Course accredited by UCL Centre for Languages & International Education.
  • Opportunities to explore other roles within Imperial London Hotels after one year of service.

Additional Benefits:

  • Technology Scheme (subject to eligibility).
  • Cycle to Work Scheme (subject to eligibility).
  • Workplace Nursery Scheme (subject to eligibility).
  • Electric Car Scheme for senior management positions only (subject to eligibility).

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