Guest Experience Leader — Front Desk Supervisor

Indigokwest; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension with company contributions

50% discount in restaurants and Spa

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels

Extensive discounts on benefits

Healthcare cash plan

Interest-free season ticket loan

Employee Assistance Programme – 24/7GP

World-class development programmes

Bike to work scheme

Recommend a Friend incentive

Free meals on duty

Social squads and recognition schemes

Job summary

Hotel Indigo K West Shepherd’s Bush is seeking a Reception Supervisor to lead the Front Desk team, delivering smooth check-ins, warm welcomes, and standout service that reflects our neighbourhood.

You’ll manage the shift, coach staff, drive upselling, ensure accurate room allocations and billing, and maintain high standards while staying hands-on on the floor. You will work 40 hours per week on a rota over 5 days out of 7, with rights to work in the UK.

Qualifications

• Front Office or Reception experience in a hotel or lifestyle property.
• Supervisory or shift leader experience (or ready for the step up).
• Knowledge of general hotel systems (Opera Cloud preferred).
• Strong interpersonal and communication skills.
• The ability to manage priorities and support others through busy shifts.
• A flexible approach to working patterns, including nights, weekends and public holidays.
• An eye for detail and passion for great service!

Responsibilities

• Be the point of calm: Oversee the Front of House during your shift, supporting the team with check-ins, check-outs, luggage support, guest enquiries, and handling any issues with efficiency and empathy.
• Deliver high standards: Ensure all guest interactions reflect our service culture and brand promise. Monitor and maintain SOPs, LQA and IHG standards.
• Lead the team: Train, coach, and motivate Front Desk Receptionists, ensuring consistent performance and a warm, cohesive environment.
• Drive results: Support upselling initiatives and drive daily revenue targets including room upgrades, breakfast sales, and positive guest review mentions.
• Stay in control: Ensure accuracy with room allocations, billing, audit processes, guest profiles, and Front of House reporting.
• Own the handover: Communicate key updates to incoming teams and other departments to ensure a seamless guest journey.
• Be visible: Take initiative in guest recovery situations, assist with VIP arrivals, and act as a role model on the desk.

Skills

Front desk operations

Supervisory experience

Guest services

Upselling and revenue awareness

Opera Cloud knowledge

Interpersonal communication

Tools

Opera Cloud

Job description

Hotel Indigo K West Shepherd’s Bush is seeking a Reception Supervisor to lead the Front Desk team, delivering smooth check-ins, warm welcomes, and standout service that reflects our neighbourhood.

You’ll manage the shift, coach staff, drive upselling, ensure accurate room allocations and billing, and maintain high standards while staying hands-on on the floor. You will work 40 hours per week on a rota over 5 days out of 7, with rights to work in the UK.