Guest Experience Supervisor

Strand Palace Hotel; London; On-site; GBP 30,000 - 35,000; Full time

Job summary

Join a leading hotel in central London as a Guest Experience Supervisor. Ensure a warm atmosphere for guests, manage the Guest Experience Team, and uphold high service standards. Enjoy various employee benefits and a supportive work culture.

Benefits

Career paths with paid learning & development courses

Free breakfast, lunch, and dinner on every shift

‘Introduce a Friend’ bonus scheme

Free Yoga classes

½ day paid time off on your birthday

Paid volunteering day

Life assurance scheme

24-hour access to free employee assistance helplines

Discounted room rates for friends/family

Qualifications

• Experience in hotels or similar industry.
• Ability to thrive in a fast-paced and dynamic environment.

Responsibilities

• Ensure all guests receive warm, professional interactions.
• Manage the flow of the lobby and supervise luggage porters.
• Monitor Guest Scores and reply to online reviews.

Skills

Customer Service

Teamwork

Positivity

Job description

Develop your career at Strand Palace – Great Place to Work 2024 & British HR Awards "Best Overall People Experience 2025" Winner

Join our team at Strand Palace, located in the heart of central London. We are looking for a Guest Experience Supervisor to manage the daily operation of the Guest Experience Team, create a warm and welcoming atmosphere for all guests and ensure their stay is memorable. Help us bring our mission of ‘Serving London Love’ to life!

About Strand Palace

Part of London & Regional Hotels, Strand Palace is one of London’s largest independent hotels. We have been welcoming guests from all corners of the UK and worldwide since 1909. Right in the heart of London, all 788 guest rooms, lobby, restaurant, and bar are refurbished to a modern and contemporary style inspired by the hotel's popular art deco era in the 1920's.

About L+R Hotels

L+R Hotels is a highly motivated, family-owned global hotel investment and management company, committed to delivering excellent hospitality and creating long-term sustainable value. The company owns an extensive portfolio, with approximately 21,500 bedrooms across 90 hotels in the UK, Continental Europe, the US, and the Caribbean.

Your Benefits

Working at Strand Palace has its perks. As part of our team, you’ll have access to a range of benefits, including:

• Career paths with paid learning & development courses, including apprenticeships
• Access your earned wages whenever you need them via Wagestream – no need to wait for payday!
• Free breakfast, lunch, and dinner on every shift
• ‘Introduce a Friend’ bonus scheme earning you up to £300.
• Free laundry and dry cleaning to save you money.
• Free Yoga classes
• ½ day paid time off on your birthday
• Regular social outings and parties (think team nights out at activity bars in London with free drinks, food, and lots of fun!)
• Paid volunteering day
• Life assurance scheme
• 24-hour access to free and confidential employee assistance helplines (from financial and legal advice to counselling and well-being support)
• North Bank discount card
• Cashback plan for dental, vision & physiotherapy.
• 50% off food and drink in the hotel bar and restaurant for you and your friends/family
• Discounted room rates for you and your friends/family at Strand Palace
• Additional access to discounted room rates at hotels worldwide, including L+R Hotels

Key Responsibilities

• Ensure all guests receive warm, professional and engaging interactions ensuring they feel valued from the moment they arrive and throughout their stay
• Maintain effective and regular communication within the team by carrying out daily shift handovers and team briefings
• Ensure Team Members have knowledge of all VIP amenities and luggage procedures, porterage procedures, and other general product knowledge necessary to perform their duties
• Manage teh flow of the lobby, including the supervision of Luggage Porters, Doormen, luggage storage and lobby presentation to ensure a consistent, high level of customer service at all times
• Monitor Guest Scores and reply to online reviews and surveys
• Monitor the appearance, standards and performance of the Guest Services team with an emphasis on training and teamwork

What We’re Looking For

• Experience in hotels or similar industry
• Passion for delivering exceptional customer service
• A can-do attitude that inspires positivity and teamwork
• Ability to thrive in a fast-paced and dynamic environment

What We’re About

Awarded a Great Place to Work - At Strand Palace, we foster a vibrant culture that thrives on quality interactions, exceptional service, and a touch of fun in our daily endeavours. We define ourselves by qualities such as confident, creative and personable. If these traits align with your own personality, then Strand Palace is the perfect fit for you.
From staff-themed lunches, sponsored charity walks, and freshly baked cakes to the Executive Team serving a hot breakfast to our teams, and our Town Hall presentations each month, we have a calendar of well-being events for our team that help us take a break and get to know other departments within the hotel.
Strand Palace is committed to providing a sustainable future for its staff and the planet. For two consecutive years, Strand Palace has received the Green Key award and is a part of the Future Plus programme which works towards activating and implementing initiatives for the hotel to support the environment, social responsibility, economic impact, diversity and inclusion, and climate.

Want to start your journey with Strand Palace today?

Apply now to join the team.