Front Office Lead: Guest Experience & Operations

Warner Hotels; Harrogate; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free use of gym and leisure facilities

60% discounted food onsite

Pension scheme

28 days annual leave

Job summary

Warner Hotels is seeking a Front Office Supervisor to act as on-shift leader, ensuring exceptional arrival, stay and departure experiences for every guest. You will manage the reception team with warmth, confidence and professionalism, coordinating with other departments to maintain high service standards.

The role focuses on guest engagement, handling queries and complaints, and upholding health, safety and compliance while driving efficiency and upselling opportunities.

Qualifications

• Front Office operations and hospitality service standards.
• Guest experience principles and complaint resolution techniques.
• Hotel systems (iStay, Maestro) and GDPR/PCI compliance.
• Health & safety, fire safety, and compliance requirements.
• Ability to lead and motivate guest-facing teams effectively during shift.
• Strong communication, organisation, and time management skills.

Responsibilities

• Operational Oversight: act as the on-shift leader and monitor standards.
• Guest Service & Experience: be the main guest contact and handle queries professionally.
• Health, Safety & Compliance: ensure H&S, fire safety, and incident reporting.
• Financial & Commercial Awareness: monitor upselling and cash handling while protecting guest experience.
• Event & Function Support: liaise with organisers to meet requirements.
• Problem Solving & Crisis Management: act decisively during emergencies and coordinate teams.

Skills

Front Office Operations

Guest Experience Principles

Hotel Systems iStay Maest ro

GDPR / PCI Compliance

Leadership & Team Motivation

Communication & Organisation

Tools

iStay

Maestro

Job description

Warner Hotels is seeking a Front Office Supervisor to act as on-shift leader, ensuring exceptional arrival, stay and departure experiences for every guest. You will manage the reception team with warmth, confidence and professionalism, coordinating with other departments to maintain high service standards.

The role focuses on guest engagement, handling queries and complaints, and upholding health, safety and compliance while driving efficiency and upselling opportunities.