Front Office Supervisor

Harri; City of Westminster; On-site; GBP 32,000 - 42,000; Full time

Job summary

Como Metropolitan London is seeking a Reception Team Leader to oversee front office operations, ensure SOPs and LQA standards, and deliver consistent guest service that reflects the COMO ethos.

You will mentor reception staff, manage cash handling, drive upsell of hotel facilities, and coordinate with Reservations, Concierge, F&B and Housekeeping to exceed guest expectations.

Qualifications

• Experience in hotel reception and familiarity with OPERA PMS or CLOUD.
• Proactive in approach with a self-driven attitude.
• Excellent spoken and written English.
• Strong social and communication skills.
• Well-presented and groomed appearance.

Responsibilities

• Provide guest check-in and check-out according to hotel policy and procedures.
• Ensure familiarity with LQA Standards and SOPs.
• Answer calls in a polite, professional manner.
• Be knowledgeable of hotel outlets, services, opening/closing times, and offerings.
• Handle cash and foreign currency exchange.
• Resolve guest complaints and escalate to a supervisor when needed.
• Inform guests about hotel outlets, timings, and products on offer.
• Attend and hand over during shifts; complete checklists.
• Monitor inboxes and respond to guest queries.

Skills

Reception experience

OPERA/CLOUD

English proficiency

Communication skills

Professional presentation

Tools

OPERA PMS

CLOUD

Job description

COMO Hotels and Resorts are an award-winning, family-owned group of 20 hotels and resorts worldwide; each one different to the other but sharing the same heart: a deep commitment to holistic wellness, exceptional nutrition-rich cuisine, and inspiring destinations that honour the spirit of place.

COMO Metropolitan London is an inner city property stripping back to the non-essential elements of a traditional hotel. The result is an urban retreat that is cool, accessible and sophisticated. COMO Metropolitan London is a 144 bedroom property with 19 private residences situated in the Heart of Mayfair.

Role

The Reception Team Leader follows all administrative functions given by the Front Office and assists Hotel guests whenever possible. He/she supervises the day to day operations on the reception and ensures that policies and procedures are followed, ensures every guest receives service that is consistent and in line with the COMO Metropolitan London mission statement.

Tasks / Responsibilities

• Provide our guest with prompt and efficient room registration and check out according to the policy and procedure for registration
• Having a full understanding of the LQA Standards
• Answer calls in a polite and professional manner following LQA Standards and SOPs
• Be completely knowledgeable of our product, and timings for our outlets and services
• Handling cash and foreign currency exchange.
• Handle guests’ complaints or problems in a polite and helpful manner or elevate to a superior if required
• Offer guests information about the Hotel outlets, their opening, closing times and products on offer
• Attend, and give, hand over at the end and start of your shift. Checklists to be completed during and at the end of each shift
• Monitor general inbox on each shift and response to guest query
• Works towards departmental daily/monthly goals to meet the required target, including COMO Club enrolments, upsell, LQA, online reputation and cross selling the spa and other hotel facilities
• Work closely with the other departments, including Reservations, Concierge, F&B and Housekeeping to ensure guest expectations are met
• Ensure the reception area is keep clean and tidy at all times
• Ensure your float is kept to the specified amount and do not allow shortages to occur
• Know the local shopping areas, restaurants, bars and places of interest in order to give accurate information and advice guests
• Conduct oneself in such a manner as to reflect the COMO Metropolitan London mission statement. Set an example for staff to emulate and act as a role model
• Supervise and Support Receptionists: Oversee the daily duties of reception staff, ensuring adherence to SOPs and LQA standards, while providing guidance and support.
• Oversee stationary par levels and order what is needed both weekly and fortnightly
• Mentor and Train Team: Provide training for new staff on hotel procedures, systems, and LQA standards, provides mock-up examples and facilitate ongoing development for existing team members.
• Lead by Example in Guest Service Excellence: Demonstrate exceptional guest service and model LQA standard behaviours for the team, setting a high standard for guest interactions.
• Ensure that credit checks are followed on each shift, and inform the Manager on duty of credit risk guests
• Works towards departmental daily/monthly goals to meet the required target (i.e. – Upsell targets, LQA targets etc.)

Essential Attributes

• Previous experience in Reception, and with OPERA PMS or CLOUD
• Proactive in approach with self-driven attitude
• Excellent spoken and written English
• Excellent Social and Communication skills
• Well-presented and groomed

Why Join Us?

• Worldwide discountsat all COMO Hotels & Resorts including Family & Friends discounted rates.
• 3 complimentary nights per yearat any COMO Hotels & Resorts; worldwide.
• Discounted dining rateat Nobu London and Labombe by Trivet.
• Service Charge on top of your monthly salary payment.
• Company Sick Pay.
• 28 paid days holiday per year, increasing with service.
• Earn up to £450 through ourRecommend a Friend scheme.
• Career developmentand growth opportunities.
• A calendar of wellness & engagement activities.
• Access to our Employee Assistance Programmewhich includes financial advice and mental health support.