Front Desk Supervisor & Guest Experience Leader

Doyle-Collection; City Of London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Generous Service Charge

Holiday allowance increasing with time

Free meals on duty

50% discount at Doyle Collection

Discounted rates at hotels

Training for personal development

Cycle to work scheme

Staff discounts

Life Insurance and Company Pension

Uniform and dry cleaning

Volunteer day per year

Employee Assistance Programme

Incentives and rewards

Team events and parties

Refer a Friend bonus

Job summary

The Marylebone Hotel in London is seeking a Receptionist Supervisor to lead the reception team and ensure a seamless guest journey from arrival to departure. You will supervise day-to-day front desk operations, drive sales targets including upsells and Discovery enrolments, and coordinate with Housekeeping and Accounts to maximise revenue while maintaining brand standards.

Excellent communication, a proactive leadership style, and a track record of delivering outstanding service are required;

Qualifications

• Experience supervising front office staff and ensuring service standards.
• Knowledge of hotel financial procedures and PMS systems.
• Experience managing group bookings and billing.
• Excellent communication and interpersonal skills.
• Strong problem-solving and guest- complaint resolution abilities.
• Sales-driven with a track record of meeting targets.
• High attention to detail and service standards.
• Ability to lead, motivate, and develop a team.

Responsibilities

• Supervise reception staff day-to-day and ensure service standards are followed.
• Set and drive sales targets including upsells and audits.
• Manage check-in/check-out, group bookings, and billing accurately.
• Resolve guest complaints and maintain high satisfaction levels.
• Coordinate with Housekeeping, Guest Experience, and Accounts for smooth operations and revenue.
• Support team training, development, and performance feedback.
• Uphold brand, grooming, and service standards to achieve top guest scores.

Skills

Supervisory experience

PMS systems

Group bookings

Billing

Communication

Problem solving

Sales targets

Attention to detail

Team leadership

Tools

PMS systems

Job description

The Marylebone Hotel in London is seeking a Receptionist Supervisor to lead the reception team and ensure a seamless guest journey from arrival to departure. You will supervise day-to-day front desk operations, drive sales targets including upsells and Discovery enrolments, and coordinate with Housekeeping and Accounts to maximise revenue while maintaining brand standards.

Excellent communication, a proactive leadership style, and a track record of delivering outstanding service are required;