Front Office Supervisor

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at Doncaster Racecourse. As a Front Office Supervisor, you will be responsible for leading and coordinating the smooth operation of the hotel, ensuring exceptional customer care and satisfaction is delivered at all times.

• Manage and lead front office staff, including assigning tasks and managing rotas.
• Ensure guests receive excellent service upon arrival and during their stay, addressing any concerns, complaints, or special requests.
• Train new and existing front office staff, ensuring they are knowledgeable about systems, policies, and customer service standards.
• Monitor daily operations at the front desk, ensuring smooth check-in/check-out processes and following correct billing procedures.
• Act as a communication link between the front desk and other departments, handling guest complaints and resolving conflicts in a professional and efficient manner.
• Oversee cash transactions, billing, and managing deposits or refunds, ensuring the front desk complies with financial procedures.
• Prepare daily reports on guest occupancy, finances, and operational metrics, monitoring KPIs like guest satisfaction and service efficiency.

• Educated to GCSE level or equivalent.
• Experience in a similar role.
• Experience working in a hotel.
• Strong Leadership skills.
• High level of interpersonal skills.
• Excellent communicator.
• Works well under pressure.
• Customer service focused (internal and external).
• Organised, systematic, and process-driven.

• 2 Annual Members passes, giving access to over 1500 racedays.
• Hotel Discounts and Complimentary Golf.
• Annual leave starting at 22 days increasing up to 28 in line with length of service.
• Pension & Group life assurance schemes.
• Healthshield including 24hr GP & EAP.

We are an equal opportunities employer and welcome people from all backgrounds, ethnicities, cultures, and experiences. We are committed to creating a working environment that is inclusive, psychologically and physically safe, and ensures everyone can be heard and valued for their contributions.