Front Desk Supervisor

Reception; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A premier hospitality establishment in the City of London seeks a Front Desk Supervisor to lead their outstanding reception team. The role involves supervising and coaching staff to ensure exceptional service while handling guest interactions. Candidates should demonstrate excellent judgement and the ability to create memorable experiences. A focus on professionalism and detail is essential. This is an exciting opportunity to join a renowned five-star property and be part of a supportive team.

Benefits

Access to Mental Health First Aiders

Cycle to Work Scheme

Enhanced Maternity and Paternity Policies

50% Discount on Food

Career Progression Support

Qualifications

• Strong communication skills to interact effectively with guests.
• Ability to supervise and develop a team of front desk staff.
• Experience in a customer-focused environment.

Responsibilities

• Supervise, coach, and develop the front desk team.
• Manage guest issues with good judgement and integrity.
• Act as the first point of contact for guests.

Skills

Guest service orientation

Ability to anticipate guest needs

Coaching and development

Integrity and professionalism

Calm under pressure

Job description

WHO ARE WE

Nestled in the heart of London’s prestigious Square Mile, Pan Pacific London seamlessly blends graceful luxury, innovative wellness, world-class dining, and exceptional service.

Featuring 194 rooms and 43 suites, including the opulent Pan Pacific Suite, we redefine modern hospitality. Guests can unwind at SENSORY, our state-of-the-art wellbeing floor, complete with an infinity pool, advanced gym, and indulgent spa treatments.

At Pan Pacific London, luxury meets excellence and we invite you to be part of it.

ABOUT YOU

We’re on the looking for a passionate and guest-focused Front Desk Supervisor to become a valued part of our outstanding Reception team at Pan Pacific London.

You bring confidence, empathy, and professionalism to every interaction, whether with guests or colleagues. Calm under pressure and committed to excellence, you strive to create memorable experiences at every opportunity.

If you take pride in your work, pay close attention to detail, and consistently put people at the heart of everything you do, we would be delighted to hear from you.

JOB SUMMARY

As a Front Desk Supervisor in our Reception department, you will play a key role in delivering exceptional, personalised experiences for every guest. You will be a true ambassador of Pan Pacific London, ensuring every interaction reflects our commitment to excellence. Your responsibilities will include, but are not limited to:

• Supervise, coach and develop the team, including managing the performance of the team as needed.
• Possess good judgement and be able to act with autonomy when dealing with issues with our guests.
• Act with integrity when dealing with any confidential information or situations connected to our guests or the company.
• Have an uncanny ability to anticipate guest needs and go the extra mile.
• The first point of contact who will be on hand to deliver a memorable experience for our guest.

YOUR BENEFITS WORKING AS A FRONT DESK SUPERVISOR AT PAN PACIFIC LONDON

As a company, we take pride in our close-knit culture, commitment to development, and focus on wellbeing. Here’s what we offer:

• Access to Mental Health First Aiders
• An extra day off to celebrate your birthday
• Cycle to Work Scheme
• Employee Referral Scheme
• Season Ticket Loan
• Enhanced Maternity and Paternity Policies
• Eye Care Voucher Scheme
• Social and Employee Wellness Activities
• Employee Assistance Programme, including 24/7 virtual GP and financial advisors
• Two hotel-wide social events per year, plus additional team gatherings
• Flexible Work Policy
• Complimentary dry cleaning for uniforms and work attire
• Reward and Recognition Programmes including Star of the Month, Manager of the Quarter, and Star of the Year
• Guest Experience Programme
• 50% Discount on Food and 25% on Beverage at Food & Beverage outlets at Pan Pacific London
• 30% Discount on internal spa treatments
• 30% Discount on Food & Beverage across Pan Pacific Hotel Group properties
• Friends & Family rates at Pan Pacific London and across Pan Pacific Hotels Group
• Complimentary meals prepared daily by our chefs
• Two fully paid Study Days per year (in addition to annual leave)
• Two fully paid Volunteer Days per year (in addition to annual leave)
• Career Progression, we’re committed to coaching and supporting your internal development within Pan Pacific Hotels Group
• Additional perks through YuLife
• Dedicated discounts with local eateries

ABOUT PAN PACIFIC HOTELS GROUP

Operated by Pan Pacific Hotels Group, Pan Pacific Hotels and Resorts is a global luxury brand with nearly 30 hotels and serviced suites across 22 cities in Asia Pacific, North America, and Europe—including seven new openings by 2025. Known for sincere and graceful service, Pan Pacific is the trusted choice for guests seeking refined, memorable experiences.

Join Our Family in the Heart of the City

Pan Pacific London, a Forbes Travel Guide Five-Star property, is proudly located in the vibrant heart of the City. We are honoured to have received multiple prestigious accolades, including:

• Hotel of the Year – Group (2023) | Catey Awards
• Hotel of the Year – London (2022/2023) | AA Hospitality Awards
• Forbes Five-Star Rating | 2022/2023
• Forbes Five-Star Rating | 2023/2024
• Forbes Five-Star Rating | 2024/2025
• Forbes Four-Star Rating – SENSORY Wellbeing | 2023/2024
• Forbes Four-Star Rating – SENSORY Wellbeing | 2024/2025

Please note

All applicants for the role of Front Desk Supervisor must have the legal right to live and work in the UK without any restrictions. Proof of eligibility will be required from all candidates at the interview stage.

Compensation: Competitive salary