Front Office Supervisor

Crossco (1467) Limited; Newcastle upon Tyne; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Career development

Staff discounts

Paywise+

Employee assistance program

Mintago services

Free staff parking

Gym access

Job summary

Crowne Plaza in Newcastle upon Tyne is seeking a Reception Supervisor to lead the Front Office team and deliver warm welcomes, exceptional service and smooth guest experiences across stays. As a senior member of the Front Office, you'll supervise daily operations, motivate colleagues, handle guest queries, and ensure brand standards and hotel procedures are followed at all times.

You will develop the team, allocate tasks, monitor performance and help drive improvements in guest satisfaction and

Qualifications

• Experience in a hotel Reception or Front Office role with supervisory duties.
• Friendly, welcoming and professional with leadership ability.
• Passion for hospitality and delivering exceptional service.
• Strong communication and organisational skills.

Responsibilities

• Supervise and support the Reception team to ensure the smooth and efficient Front Office operation.
• Provide a warm, friendly and professional welcome to all guests and visitors.
• Lead by example and consistently demonstrate excellent standards of customer service.
• Oversee check-in and check-out procedures with accuracy.
• Act as a senior point of contact for guests and handle enquiries promptly.
• Coach and develop team members to maintain high service levels.

Skills

Hotel Front Office experience

Supervisory / leadership

Customer service excellence

Communication skills

Organisational skills

Problem solving

Team mentoring

Brand standard compliance

OPERA PMS experience

Calm under pressure

Tools

OPERA PMS

Job description

About the Role

We are looking for a friendly, professional and confident Reception Supervisor to join our busy Front Office team at Crowne Plaza. As a key member of the Front Office leadership team, you will play an important role in ensuring our guests receive a warm welcome, exceptional service and a smooth experience throughout their stay.

Working in a fast-paced hotel environment, you will supervise the day-to-day operation of the Reception team, supporting and motivating colleagues to deliver consistently high standards of service in line with Crowne Plaza brand standards and hotel procedures. You will act as a senior point of contact for guests and colleagues, taking ownership of guest queries and ensuring the Front Office operation runs efficiently and professionally at all times.

Key Responsibilities

• Supervise and support the Reception team to ensure the smooth and efficient running of the Front Office operation.
• Provide a warm, friendly and professional welcome to all guests and visitors.
• Lead by example and consistently demonstrate excellent standards of customer service.
• Oversee and support accurate and efficient guest check-in and check-out procedures.
• Act as a senior point of contact for guests throughout their stay, ensuring enquiries, requests and concerns are handled promptly and professionally.
• Build positive relationships with guests and ensure their needs are anticipated and met wherever possible.
• Take ownership of guest complaints and challenging situations, resolving issues calmly and professionally and escalating where appropriate.
• Support the Reception team in delivering consistently high standards of service in line with Crowne Plaza brand standards.
• Allocate daily tasks and responsibilities to Reception team members, ensuring appropriate coverage across the Front Desk.
• Monitor team performance and provide guidance, coaching and support to colleagues to maintain operational and service standards.
• Assist with the induction and training of new Reception team members and support ongoing development within the team.
• Monitor daily Front Office procedures to ensure all activities are completed accurately and in accordance with hotel policies and procedures.
• Ensure accurate guest records are maintained and that all guest information is handled appropriately and confidentially.
• Oversee and support cash-handling, billing, payment and accounting procedures, ensuring accuracy and compliance with hotel requirements.
• Complete and monitor Front Office reports, ensuring all information is accurate and any discrepancies are investigated and resolved.
• Ensure all Front Desk activities comply with hotel health, safety and security requirements.
• Communicate effectively with colleagues, management and other hotel departments to ensure a seamless guest experience.
• Liaise closely with Housekeeping, Maintenance, Food & Beverage and other departments to ensure guest requests and operational requirements are dealt with efficiently.
• Monitor arrivals, departures, VIP guests, special requests and other operational information to ensure appropriate preparation and follow-up.
• Use hotel management systems and computer software effectively, ensuring accurate and timely completion of daily tasks.
• Support the Duty Manager and wider management team with the day-to-day operation of the hotel as required.
• Take responsibility for the Front Office operation in the absence of more senior management, where appropriate.
• Ensure the Reception area is maintained to a clean, organised and professional standard at all times.
• Support the wider Front Office team during busy periods and ensure the team remains focused, organised and guest-focused under pressure.
• Promote a positive team culture, encouraging effective communication, teamwork and a high level of professionalism.
• Uphold a professional appearance and consistently represent the hotel and brand in a positive manner.

About You

The ideal candidate will have:

• Previous experience in a hotel Reception or Front Office role, ideally with experience at supervisory or senior level.
• A friendly, welcoming and professional personality with the confidence to lead and support a team.
• A genuine passion for hospitality and delivering exceptional customer service.
• Strong leadership and people-management skills, with the ability to motivate and support colleagues.
• Excellent verbal and written communication skills.
• Strong organisational and time-management skills, with the ability to prioritise effectively in a busy environment.
• Excellent attention to detail and a professional approach to guest information, financial procedures and operational requirements.
• Good computer literacy and confidence using a range of computer systems.
• Previous experience working with hotel management or property management systems, such as OPERA, is highly desirable.
• The ability to handle guest complaints and challenging situations calmly, professionally and effectively.
• The confidence to make decisions and take ownership of issues when required.
• The ability to remain calm, positive and professional under pressure.
• A flexible and team-focused approach to work.
• The ability to coach, support and develop colleagues to achieve consistently high standards.
• A commitment to following brand standards, hotel procedures, health and safety requirements and company policies.
• A professional and positive approach, with the ability to lead by example at all times.

What We Are Looking For

Above all, we are looking for someone who is friendly, approachable, confident and passionate about hospitality, with the ability to lead by example and inspire a team to deliver exceptional guest service.

You will be someone who takes pride in creating a welcoming environment, enjoys working in a busy hotel operation and is confident taking responsibility when challenges arise. You will be organised, reliable and proactive, with a strong eye for detail and a genuine desire to support both our guests and your colleagues.

If you are an experienced Front Office professional who is ready to take the next step in your career, enjoys leading a team and is committed to delivering memorable guest experiences, we would love to hear from you.

Join our Front Office team and play a key role in ensuring every guest receives a warm welcome, exceptional service and a memorable experience from the moment they arrive until the moment they leave.

What’s In It for You?

• Exceptional training and career development opportunities
• Hotel discounts across the portfolio – staff rates plus up to 50% off food, beverage, and spa
• Paywise+ – access up to 40% of your earned pay and automatic savings options
• 24/7 Employee Assistance Programme and Virtual GP via Mintago
• Salary Sacrifice options and retail discounts via Mintago
• Free staff parking
• Access to hotel gym facilities