Front Office Supervisor

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 are recruiting for a Front Office Supervisor. The roleanticipatesguest needs, resolves challenges calmly, andmaintainssmooth communication across departments. Through curiosity and continuous improvement, the Supervisor elevates service delivery, efficiency, and guest advocacy. Rooted in collaboration and commitment, this role nurtures a positive, guest‑focused culture where the team feels supported and empowered.

Role Purpose:

TheFront Office Supervisoris to act as the on shift operational leader,andensures an exceptional arrival, stay, and departure experience for every guest, leading the reception team with warmth, confidence, and professionalism.

Responsibilities:

Operational Oversight

• Act as the on-shift leader across the department.
• Monitor operational standards and efficiency in all areas.
• Coordinate with department managers to resolve issues promptly.
• Reallocate resources during busy periods tomaintainservice levels.
• Motivate teams and lead by example with a positive, collaborative approach.
• Conduct thorough shift handovers to ensure smooth continuity.
• Prepare shift reports on key events, feedback, and challenges.
• Communicate urgent matters to senior leadership promptly.

Guest Service & Experience

• Serve as the main guest contact during the shift.
• Handle queries, complaints, VIPs, and special requests professionally.
• Maintain visibility in public areas to support engagement and satisfaction.

Health, Safety & Compliance

• Ensure adherence to H&S regulations, hygiene standards, and company policies.
• Act as the person responsible for emergency procedures, fire safety, and first aid.
• Complete incident reports and elevate as needed.

Financial & Commercial Awareness

• Monitor upselling opportunities.
• Ensure correct cash handling and billing processes.
• Support cost control while protecting guest experience.

Event & Function Support

• Liaise with organisers and internal teams to ensure requirements are met.

Problem Solving & Crisis Management

• Take decisive action during emergencies or unexpected issues.li>Coordinate teams to minimise disruption and ensure guest safety

Behaviours,Skills& Experience

• 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 effectivelyduringshift.
• Strong communication,organisation, and time management skills and the ability to coordinate multiple departments simultaneously

Why Work for Warner Hotels?

• Free use of gym and leisure facilities
• 60% discounted food onsite
• Pension scheme
• A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degrees and Apprenticeship level)
• 28 days annual leave per year (Inclusive of Bank Holidays)
• Cycle to Work Scheme
• 20% discount at breaks at Warner, Butlins & Haven + additional discounts during your stays for you and your family
• Help @ Hand from Unum - including virtual GP, Physiotherapy support, Mental Health sessions
• Life Assurance
• Free Car Parking onsite
• Family Friendly policies
• Refer a friend scheme
• Aslan: Our Reward & recognition portal includes access to a financial wellbeing platform
• Access to a discounts platform including a points based discount plan to increase your retail discounts
• Access your wages on demand through Aslan
• Employee Assistance Programme
• L&G Care Concierge
• Glow Getters and Long Service Awards

Ready to discover your glow? Be part of something more than a hotel — where your personality shines and your ideas matter.

At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: [e-mail]