Hotel Front Desk Supervisor

3 weeks ago


Cambridge, Cambridgeshire, United Kingdom Graduate Hotels Full time

ROLE SUMMARY

The Guest Services Manager is responsible for leading the Front Desk Team to deliver exceptional guest experiences. This role requires strong leadership and communication skills to ensure seamless service delivery.

KEY RESPONSIBILITIES

  • Supervise and train Front Desk Team Members to maintain high standards of service.
  • Conduct daily briefings and debriefings to ensure effective communication and task allocation.
  • Review guest satisfaction results and property audits to identify areas for improvement.
  • Act as Hotel Duty Manager when assigned to ensure smooth operation of the Front Desk.
  • Provide exceptional guest service, including greeting guests, resolving issues, and ensuring a warm and authentic welcome.
  • Manage cash handling procedures, including counting float and reporting discrepancies.
  • Maintain a clean and welcoming lobby area and outside of the hotel.
  • Utilize technology, such as Alice, to communicate with guests and team members.
  • Perform other duties as assigned by management.

REQUIREMENTS

  • Minimum 1-year experience in a supervisory role within the Hotel Industry.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Strong leadership and time management skills.
  • Ability to use, train, and report on Opera - PMS (desirable).
  • Ability to exceed guest and team member expectations.
  • Ability to work shifts, weekends, and bank holidays.

PERKS

  • Company Discount on rooms plus free night stays each year.
  • Generous recommend a friend scheme.
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal.
  • Access to a 24/7 Employee Assistance Program.
  • Discounts on hotel food and beverage.
  • Recognition incentives.
  • Complimentary meal on duty in the Team Member canteen.
  • Parking for cars, mopeds, scooters, and bicycles.

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