Front Desk Supervisor - St. Pancras London Autograph Collection

Autograph Collection; Greater London; Vor Ort; GBP 18.000 - 25.000; Vollzeit

Benefits dieser Stelle

Staff discounts

Paid leave

Wellbeing resources

Zusammenfassung

The Guest Experience Supervisor - Front Desk at St. Pancras London Autograph Collection is responsible for supervising Front Desk operations, delivering exceptional guest service, and upholding Marriott brand standards in a luxury five-star setting.

You will lead Front Desk team members, handle check-ins/outs, upsell Marriott Bonvoy, manage payments, and collaborate with Housekeeping and Engineering to ensure seamless guest stays.

Qualifikationen

• Experience in a Front Office hotel environment in luxury market.
• Experience with Marriott Brand Standards Audits.
• Experience using Opera, Marsha, Micros, and Guest Ware.
• Experience handling guest complaints and service recovery.
• Strong English communication skills.
• Strong leadership and coaching abilities.
• Excellent problem-solving and organizational skills.
• Knowledge of Marriott Brand Standards and Marriott Rewards/Bonvoy.
• Guest-focused and proactive approach to hospitality.

Aufgaben

• Supervise Front Desk associates and support the Front Office Manager.
• Process guest check-ins and check-outs, verify guest information, manage room assignments, secure payments, and maintain guest accounts.
• Deliver exceptional guest service by resolving guest concerns and following up on requests.
• Coach, train, and develop associates; support performance management.
• Promote Marriott Bonvoy membership and upsell services.
• Manage cash handling, cashiering functions, and payment processing.
• Maintain accurate operational records, shift logs, and reports.
• Collaborate with Housekeeping, Engineering, Security, F&B, Concierge, and others to ensure seamless stays.

Kenntnisse

Front Office experience

5-star luxury

Marriott Brand Standards

Guest service recovery

English proficiency

Leadership & coaching

Problem solving

Organizational skills

Time management

Tools

Opera

Marsha

Micros

Guest Ware

Jobbeschreibung

Additional Information Service Charge

Job Number 26148681

Job Category Rooms & Guest Services Operations

Location Euston Road, London NW1 2AR, United KingdomVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: GBP 15.54 Hourly Salary

Front Desk Supervisor

St. Pancras London Autograph Collection

At Autograph Collection Hotels, individuality is our greatest strength. Just as every hotel has its own story, character and point of view, so does every person who joins our team. We champion bold ideas, genuine personality and the freedom to bring your own style to what you do, creating an environment where creativity, curiosity and entrepreneurial spirit can thrive. If you’re inspired by originality, thrive on making a difference and want to be part of a growing collection of distinctive hotels where everyday is exactly like nothing else, Autograph Collection is a place where you can truly make your mark.

As part of the Marriott International family, Autograph Collection offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Position Summary

The Guest Experience Supervisor - Front Desk is responsible for supervising Front Desk operations while delivering extraordinary guest experiences and maintaining Marriott brand standards. This role serves as a leader and role model for Front Desk associates, ensuring exceptional guest service, supporting associate development, managing daily operational activities, and driving guest satisfaction through personalized service, problem resolution, and operational excellence.

What You'll Do

• Supervise Front Desk associates and support the Front Office Manager with daily Front Office operations.
• Process guest check-ins and check-outs, verify guest information, manage room assignments, secure payments, and maintain accurate guest accounts.
• Deliver exceptional guest service by resolving guest concerns, handling complaints, and ensuring all guest requests are followed through to completion.
• Coach, train, motivate, and develop associates while supporting performance management and ongoing training initiatives.
• Promote Marriott Bonvoy membership, maximize revenue through upselling, and support daily sales strategies.
• Manage cash handling, cashiering functions, payment processing, reporting, and compliance with accounting procedures.
• Maintain accurate operational records, shift logs, reports, contingency documents, and guest information.
• Collaborate with Housekeeping, Engineering, Security, Food & Beverage, Concierge, and other departments to ensure seamless guest experiences.

What You'll Bring

• Previous experience working within a Front Office hotel environment in the 5-star/luxury market is essential.
• Experience with Marriott Brand Standard Audits.
• Experience using hotel systems such as Opera, Marsha, Micros, and Guest Ware.
• Experience handling guest complaints and service recovery situations.
• Strong English communication skills including verbal, written, and listening skills.
• Strong leadership, training, coaching, and associate development skills.
• Excellent problem-solving, decision-making, organizational, and time-management abilities.
• Knowledge of Marriott Brand Standards, Marriott Rewards/Bonvoy, GSS, AES, and hotel operations.
• Proactive, reliable, and guest-focused approach to hospitality.

Our Benefits

At Marriott, we put people first — it’s one of our distinctive core values.

• Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott’s portfolio of 30+ hotel brands and 9,500+ properties worldwide.
• Associates receive paid leave to use for vacations, sick time, holidays and more.
• Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
• Depending on the property and role, additional local benefits may also be available.

Our award-winning culture

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

Visit life.marriott.com to learn more about our workplace culture and career opportunities.

LEGAL DISCLAIMER

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.