Guest Experience Coordinator

1 week ago


Luton, Luton, United Kingdom Luton Hoo Hotel & Spa Full time

About This Role

Luton Hoo Hotel & Spa is seeking a Reception Supervisor to join their team. As a Reception Supervisor, you will play a key role in ensuring the hotel lobby is always manned, and guests are made to feel welcome.

Main Responsibilities

  • Coordinate and supervise receptionists on duty, supporting and assisting when necessary.
  • Manage check-in and check-out procedures efficiently.
  • Provide guests with information about hotel facilities, services, and the local area.
  • Handle guest inquiries and resolve any issues promptly and professionally.

What We Offer

  • A competitive salary.
  • 28 days holiday, enhanced after 5 years of service.
  • Free meals on duty.
  • Uniform and dry cleaning provided.
  • Discounted employee rates at Arora Hotels.
  • Food and beverage discounts.
  • Christmas gifts and employee parties.
  • Introduce a friend scheme.
  • Cycle to work scheme.
  • UK attraction discounts at Merlin Entertainments.
  • Taste card.
  • Life assurance scheme.
  • Wage stream.
  • Employee assistance program.
  • Arora star employee recognition.
  • Long service recognition award.

About Us

Luton Hoo is a quintessential English country house hotel. With 228 unique bedrooms and suites, a luxury spa, and award-winning dining, we deliver hospitality to the highest standard.

What You'll Do

As a Reception Supervisor, you will lead by example, supporting and enabling our receptionists to provide excellent service throughout guests' stays.

  • Coordinate and supervise receptionists on duty, supporting and assisting when necessary.
  • Ensure the hotel lobby is always manned, guests are acknowledged, and made to feel welcome.
  • Manage check-in and check-out procedures efficiently.
  • Provide guests with information about hotel facilities, services, and the local area.
  • Handle guest inquiries and resolve any issues promptly and professionally.

About You

  • You have a passion for delivering high-quality service.
  • You possess strong organisational skills and attention to detail.
  • You are very good at multi-tasking and remaining calm under pressure.
  • You have excellent communication skills with a high standard of written and spoken English.
  • You present a smart and professional appearance.
  • You value being part of a team and supporting your colleagues.
  • You have an approachable, positive, and proactive manner.
  • Experience in a similar role within a 5-star hotel is an advantage.
  • Opera PMS experience is a plus.

Grow with Us

We are growing rapidly, and with growth comes advancement opportunities. Being part of the Arora group offers exciting opportunities for career progression and development across our properties and brands.



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