Front Office Supervisor

Interstate Hotels & Resorts, Inc.; Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading hotel management company in Manchester seeks a Front Office Supervisor to oversee guest services. You will manage the front desk operations, handle complaints, and ensure a clean and welcoming environment. Ideal candidates should possess strong leadership and customer service skills, with a passion for exceptional guest experiences. This role offers opportunities for growth and development within the hospitality industry.

Benefits

Industry-leading training and leadership development opportunities

Hotel discounts portfolio-wide

Access to Stream for financial well-being

24/7 access to employee assistance programme

Uncapped incentives and staff meals on duty

Qualifications

• Strong leadership to manage and motivate the guest services team.
• Excellent customer service skills to handle guest complaints.
• Attention to detail to manage reservations and maintain cleanliness.
• Understanding of hotel policies and common computer systems.
• Must be 18 or older; basic disclosure check required.

Responsibilities

• Oversee the Front Office Team ensuring excellent guest service.
• Manage guest complaints and reservations efficiently.
• Assist in training staff and enforcing guest service policies.

Skills

Leadership skills

Customer service skills

Organisational skills

Knowledge of hotel policies and procedures

Passion for guest experience

Job description

Job Overview

As Front Office Supervisor you'll be responsible for overseeing the Front Office Team and ensuring guests receive excellent service during their stay. Key responsibilities include managing the front desk, handling guest complaints, managing reservations, and ensuring that guest rooms and common areas are clean and well‑maintained. You will also assist the head of department in training staff, enforcing guest service policies and procedures, and maintaining positive relationships with guests. You will play a vital role in ensuring guests have a first‑class, comfortable, and enjoyable stay at the hotel.

Key Skills & Qualifications

• Leadership skills: strong leadership to effectively manage and motivate the guest services team.
• First‑class customer service skills: excellent customer service skills to handle guest complaints and ensure satisfaction.
• Organisational skills: strong attention to detail to manage guest reservations and maintain a clean, organised workplace.
• Knowledge of hotel policies and procedures: good understanding of policies, room rates, check‑in/out procedures, and available services. Familiarity with common hotel computer systems and software is preferred.
• Age requirement: applicants must be 18 or older. A basic disclosure check will be requested during onboarding.
• Passion for exceptional guest experience and alignment with our brand standards.

Our Commitment

Aimbridge Hospitality EMEA is a division of the global Aimbridge Hospitality brand. We are passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and many more. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other. At Aimbridge, we recognise that people are the heart of our business. As a global leader, we are committed to representing our global community and offering everyone "A Place to Grow." We invite you to apply and become part of our inclusive team shaping the future of hospitality. Location: Mercure Manchester Piccadilly Hotel, Portland Street, Manchester, Lancashire, M1 4PH.

Benefits

• Industry‑leading training and leadership development opportunities.
• Hotel discounts portfolio‑wide – staff rates and up to 50% discount on food & beverage and spa.
• Access to Stream – up to 40% pay‑as‑earned, with automatic savings to support financial well‑being.
• 24/7 access to our employee assistance programme.
• Uncapped incentives to reward contributions.
• Staff meals on duty.