Guest Experience Supervisor

Edwardian Hotel Group; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

28 days holiday

Complimentary meals

Recommend a Friend Scheme

Annual complimentary night stays

Training programs

Discount platform access

Job summary

Edwardian Hotel Group is looking for a Guest Experience Supervisor at The Londoner, a luxury hotel in London. This role involves overseeing guest check-in and check-out, while ensuring a high standard of service and satisfaction throughout the guest journey.

The ideal candidate will possess strong communication skills and have experience in a high-end hospitality environment. Company benefits include competitive salary, 28 days of holiday, and various training programs for professional development.

Qualifications

• Experience in a luxury hotel or high-end hospitality environment.
• Professional appearance, impeccable manners, and warm personality.
• Ability to inspire and support a team while maintaining high performance.

Responsibilities

• Welcome guests with warmth and professionalism.
• Oversee check-in, check-out, and lobby presentation.
• Train, mentor, and motivate team members to uphold 5-star standards.
• Resolve guest concerns with empathy and swift problem-solving.

Skills

Strong communication

Guest-facing confidence

Solutions-focused

Leadership skills

Service excellence

Job description

Become a Londoner

Welcome to The Londoner, a hotel that is chic boutique in spirit and feeling yet staggering in scale and ambition. A perfectly engineered collection of spaces, tastes, textures, and offerings over 15 floors. Situated in the heart of Leicester Square, where the four corners of the city meet. We are seeking hospitality professionals whose unique talents and ambitions will drive them to not only rise to our guests exacting standards, but also propel their own career potential in a company that recognizes and rewards. Stand out from the crowd by joining London's first ‘Super Boutique’ hotel.

At The Londoner we are committed to being the best place to work, so much so that we have officially been recognised as a Great Place to Work. Our commitment to the wellbeing and development of our people is at the forefront of our culture.

An exciting opportunity to join our Front of House team at our stunning super-boutique hotel, The Londoner as a Guest Experience Supervisor.

As a key member of the Front of House leadership team, you will help shape the guest journey from arrival to departure, ensuring every interaction reflects the hotel’s commitment to excellence.

Overview:

• Welcome guests with warmth, professionalism, and an intuitive understanding of their needs
• Oversee check‑in, check‑out, lobby presentation, and guest flow during peak times
• Resolve guest concerns with confidence, empathy, and swift problem‑solving
• Support VIP arrivals, special requests, and bespoke guest experiences
• Train, mentor, and motivate team members to uphold 5‑star standards
• Collaborate with departments including Concierge, Housekeeping, and F&B to deliver a cohesive luxury experience
• Maintain accurate guest records, preferences, and service notes to enhance future stays

About You:

• Experience in a luxury hotel or high‑end hospitality environment
• A natural leader with strong communication and guest‑facing confidence
• Passionate about service excellence and creating memorable experiences
• Calm, organised, and solutions‑focused in a fast‑paced environmentStrong understanding of Front Office operations and guest service standards
• Professional appearance, impeccable manners, and a warm, engaging personality
• Ability to inspire and support a team while maintaining high performance

Company Benefits:

• Competitive salary
• 28 days Holiday per annum including Bank Holidays increasing with long service
• Complimentary hot meals, salad bar and unlimited beverages provided daily
• Recommend a Friend Scheme of up to £500 per friend recommended.
• Annual complimentary night stays within our hotels
• Preferential accommodation rates for all Edwardian Hotels for Hosts, their family and their friends
• Access to a discount platform for all of the most popular stores and outlets
• Auto enrolment into our company pension scheme
• Regular social events across all hotels
• Annual company recognition events held in January each year
• Wellbeing champions across all of our hotels
• Access to our company doctor for medical appointments and occupational health support
• Access for all hosts to our online learning platform Edwardian Academy
• Opportunities for promotion and a wide range of training programs to support your development

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Compensation: Competitive salary