Front Office Supervisor – Warner Hotels

Warner Leisure Hotels; Harrogate; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Gym access

Pension scheme

28 days annual leave

Cycle to Work Scheme

Employee Assistance Programme

Free Car Parking onsite

Discounts on breaks

Job summary

Warner Hotels is seeking a Front Office Supervisor in Harrogate to lead the reception team on shift, ensuring an exceptional arrival, stay and departure experience for every guest. You will manage guest queries and issues with warmth, confidence and professionalism, liaising with other departments to uphold standards.

You will oversee operations, maintain H&S compliance, handle cash processes, upsell opportunities, and support event requirements while fostering a positive, guest-focused culture.

Qualifications

• Front Office operations and hospitality service standards.
• Guest experience principles and complaint resolution techniques.
• Ability to lead and motivate guest-facing teams effectively during shift.

Responsibilities

• 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 to maintain service 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.

Skills

Front Office operations

Guest experience

Team leadership

Communication

GDPR/PCI compliance

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,and ensures 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.
• 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 effectively duringshift.
• 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 schemeAslan: 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

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]

Location:

Warner Hotels, Harrogate,