Guest Services Supervisor

**Job Ref**:IBI1011

**Branch**:Ibis Gloucester

**Location**:Ibis Gloucester, Gloucester

**Salary/Benefits**:Competitive Salary

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:5 days out of 7 each week (will include nights)

**Hours per week**:40 hours per week

**Posted date**:12/08/2025

**Closing date**:14/09/2025

**Job Title**:Guest Service Supervisor

**Department**:Operations - Reception

**Report to**:Operations Manager /Guest Service Manager

**Responsible for**:Providing excellent customer service together with the support of the team.

**Position Summary**:
As a Guest Service Supervisor, you are to ensure the smooth operations of all guest services. To train and supervise staff and identify any areas requiring improvement to ensure the guests satisfaction is paramount.

**Key Responsibilities / Main Duties**
- Manage day to day staffing needs ensuring rota is covered for all shifts. Taking into account, holidays, absences and requested days off.
- Provide support and coaching with regular feedback to improve team member performance.
- Educate and train team members in compliance with UK laws and safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out their duties.
- Ensure your team are properly trained on systems, security, service and quality standards and able to deal with emergency/crisis situations in accordance with hotel policies.
- Oversee night audit function and preparation of daily financial reports.
- Ensure your reception team delivers great service, professional attention and personal.
- Ensure guests are greeted upon arrival and make time to engage with guests.
- Respond appropriately to guest complaints, solicit feedback and build. relationships to drive continuing improvement in guest satisfaction.
- Conduct routine inspections of the front office, restaurant, public areas and take immediate actions to correct any deficiencies.
- Daily monitoring of rooms by conducting and documenting inspections of assigned rooms.
- Ensure the cleanliness of the rooms is to the brand standard.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Perform other duties as assigned. May also serve as Manager on Duty in the absence of the General Manager, Operations Manager or Guest Services Manager.
- Complete assignments/projects as delegated by your Line Manager.

**Key Attributes/ Experience**
- To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow:

- Previous experience in a hotel reception or reception supervisory position
- Excellent interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team / Willingness to multi skill

This job description covers the main areas of duties and responsibilities of; however, this list is not exhaustive and is only a guideline of the typical duties that may be asked of you. The duties and responsibilities may be modified at any time to meet the changing needs of the business. You will be expected to comply with any reasonable request or duties directed.
- 127 Rooms
- Conveniently located just off the M5 Motorway
- Free on-site parking for all hotel guests
- Pet-friendly hotel, with on-site facilities
- Fogg's Restaurant serves a choice of international cuisine
- Located just 1.5 miles from Gloucester railway station