Guest Experience Lead – Front Desk

Royal Lancaster London; City of Westminster; On-site; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Restaurant & Spa discounts

Friends & Family rates

Complimentary stay after probation

Private medical insurance

Season ticket loan

Employee Assistance Programme

Bike to work

Free meals on duty

Job summary

Royal Lancaster London is seeking a Front Office Supervisor to lead the team and ensure memorable five-star service for guests at our central London property. You will manage check-in processes, supervise colleagues, and drive guest satisfaction while maintaining high standards of operation.

The role offers a permanent, full-time position with a focus on development, bonuses via performance, and opportunities to participate in management programmes and staff benefits at one of London's premier

Qualifications

• Experience in front office operations or guest services.
• Strong leadership and team supervision skills.
• Excellent communication and customer service orientation.

Responsibilities

• Ensure guests are registered efficiently and professionally.
• Confidently use OperaCloud and KnowCross systems.
• Upsell room types at every opportunity to meet targets.
• Complete all tasks in the Front Office Supervisor's checklist.

Skills

Customer service

Supervision

Upselling

Staff training

Shift leadership

Tools

OperaCloud

KnowCross

Job description

Royal Lancaster London is seeking a Front Office Supervisor to lead the team and ensure memorable five-star service for guests at our central London property. You will manage check-in processes, supervise colleagues, and drive guest satisfaction while maintaining high standards of operation.

The role offers a permanent, full-time position with a focus on development, bonuses via performance, and opportunities to participate in management programmes and staff benefits at one of London's premier