Guest Experience Lead - Front Desk & Reservations

Aimbridge EMEA; Bentfield; Remote; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Training & leadership development

Staff hotel discounts

Stream pay & savings

Employee assistance programme

Incentives program

Sick pay

Job summary

Aimbridge Hospitality is seeking a Front Office Supervisor to oversee the Front Office Team and ensure guests receive excellent service during their stay. You will manage the desk, reservations, and guest interactions, maintaining clean, well-kept areas and enforcing service policies.

You will also train staff, uphold brand standards, and foster positive guest relationships to ensure a first-class experience at our UK hotel.

Qualifications

• Experience leading a guest services team and delivering high service standards.
• Strong customer service skills with the ability to handle difficult guest situations gracefully.
• Excellent organisational skills to manage reservations, check-ins and a busy front desk.
• Solid understanding of hotel policies, procedures and standard operating practices.

Responsibilities

• Oversee Front Office Team and ensure guests receive excellent service during their stay.
• Manage front desk operations, reservations, check-ins and check-outs.
• Handle guest complaints and maintain guest room and public area cleanliness and safety.
• Train staff, enforce guest service policies, and build positive relationships with guests.
• Collaborate with heads of department to uphold brand standards and service levels.

Skills

Leadership

Customer service

Organizational skills

Policy knowledge

Tools

Hotel software systems

Job description

Aimbridge Hospitality is seeking a Front Office Supervisor to oversee the Front Office Team and ensure guests receive excellent service during their stay. You will manage the desk, reservations, and guest interactions, maintaining clean, well-kept areas and enforcing service policies.

You will also train staff, uphold brand standards, and foster positive guest relationships to ensure a first-class experience at our UK hotel.