Front Desk - Guest Experience Supervisor

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An iconic hotel in London is seeking a Front Desk Supervisor to enhance guest experiences. In this role, you will oversee check-ins, manage guest requests, and ensure exceptional service standards. The position offers a dynamic work environment where your leadership and hospitality skills will shine. Join a team committed to excellence and enjoy perks like gym access, discounts, and a supportive culture that values your growth. If you're passionate about luxury hospitality and thrive in a fast-paced setting, this opportunity is for you.

Benefits

28 days holiday

Life Assurance

Annual Performance Review pay adjustments

Complimentary gym and spa access

Free meals while at work

Dry-cleaning service availability

50% discount at St Pancras outlets

Marriott Discount Card

Travel ticket season loan

Cycle to work scheme

Qualifications

• Exceptional interpersonal and communication skills.
• Previous experience in customer service is preferred.

Responsibilities

• Delivering five-star service to guests.
• Supervising Front Office associates.
• Upholding service standards in all tasks.

Skills

Interpersonal Skills

Communication Skills

Customer Service

Teamwork

Attention to Detail

Job description

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Front Desk - Guest Experience Supervisor, London

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Client:

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

5fdb1108e334

Job Views:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Masterpiece by Design. Dynamic by Nature

The St. Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London's landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary

As our Front Desk Supervisor at St. Pancras Renaissance, you are responsible for processing all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counselling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.

Responsibilities: Here's what your journey with us entails:

• Delivering a five-star service to our guests
• Supervising the Front Office associates
• Representing the Front Desk in the Front Office Manager's absence
• Upholding the service standards in all you do
• Supporting the wider Rooms Division team with daily operational tasks

Qualifications:

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels.
• Previous experience in customer service is preferred.

Person Specification:

• A team-first attitude
• Great hospitality skills as well as attention to detail
• Positive outlook and outgoing personality
• Previous experience in a similar quality, five-star, high volume environment is a big plus

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefit

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.