Front Office Supervisor

The Celtic Collection; Cardiff; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Career development training

Discounts on food & beverage and hotel

Discounted leisure membership

Free GP virtual appointment service

24/7 wellbeing helpline

NEST pension scheme

Social Club

Staff appreciation events

Monthly and end-of-year awards

Job summary

Parkgate Hotel in Cardiff, part of The Celtic Collection, is seeking a Front Office Supervisor to lead the Front Office team and deliver exceptional guest experiences from arrival to departure. You will support the Reception Manager and Front of House Manager, driving service excellence and ensuring smooth day-to-day operations across the reception, lobby and guest-facing areas.

The ideal candidate will have Front Office or Concierge experience, proven supervisory skills, and a passion for

Qualifications

• Previous Front Office, Reception or Concierge experience within a hotel environment.
• Experience supervising or leading a Front Office team.
• Excellent communication and interpersonal skills.
• Strong organisational, problem-solving and decision-making abilities.
• Experience using hotel management systems, with Opera PMS knowledge desirable.
• A genuine passion for delivering exceptional guest service and developing others.

Responsibilities

• Lead and motivate the Front Office team to provide warm, personalised service.
• Oversee the guest journey with seamless check-in and check-out.
• Provide concierge-style service throughout each stay and resolve guest queries efficiently.
• Support training, coaching and development of team members to maximise performance.

Skills

Front Office experience

Supervising

Communication

Interpersonal skills

Organisational skills

Opera PMS

Tools

Opera PMS

Job description

As Front Office Supervisor, you will play a pivotal role in delivering exceptional guest experiences from arrival through to departure. Supporting the Reception Manager and Front of House Manager, you will lead by example, inspiring the Front Office team to provide warm, personalised service whilst ensuring the smooth day-to-day operation of the department. Lead and motivate the Front Office team to consistently deliver exceptional guest experiences. Oversee the guest journey, ensuring seamless check-in, check-out and concierge-style service throughout each stay. Resolve guest queries and complaints efficiently, taking ownership to achieve positive outcomes. Support the training, coaching and development of team members to maximise performance and engagement. Maintain the highest standards across the reception, lobby and guest-facing areas whilst driving operational excellence and revenue opportunities.

BE RECOGNISED AND REWARDED

As one of our 'Hospitality Heroes' you will receive a host of Company benefits such as:

• Access to career development training from day one
• Discounts on food & beverage and hotel stays
• Discounted leisure membership
• Free GP virtual appointment service
• 24/7 wellbeing helpline
• NEST pension scheme
• Social Club
• Staff appreciation events
• Monthly and end-of-year awards

GROW WITH US

As a Celtic Collection employee, you will be able to say:

• I am equipped, trained, and supported to do THE BEST JOB I CAN
• I am PROUD to be part of The Celtic Collection and would RECOMMEND IT TO OTHERS
• I work in an INCLUSIVE, FRIENDLY, POSITIVE and CONSTRUCTIVE environment
• I am encouraged to LEARN, GROW and DEVELOP and to try new things in my role
• I am THANKED and RECOGNISED for the work I do, and my VIEWS and IDEAS ARE VALUED
• I am CRYSTAL CLEAR ABOUT OUR AMBITION, and I CAN CONTRIBUTE TO IT EVERY DAY

This is an exciting opportunity for an experienced hospitality professional with supervisory experience who is passionate about service excellence, team development and creating memorable experiences for every guest.

OUR IDEAL HERO WILL HAVE

• Previous Front Office, Reception or Concierge experience within a hotel environment
• Experience supervising or leading a Front Office team
• Excellent communication and interpersonal skills
• Strong organisational, problem-solving and decision-making abilities
• Experience using hotel management systems, with Opera PMS knowledge desirable
• A genuine passion for delivering exceptional guest service and developing others

Join the 'Greatest Story in Hospitality' by becoming one of our Front Office 'Hospitality Heroes' at the award-winning Parkgate Hotel in the heart of Cardiff.