Guest Experience Supervisor, Front Office

La Reception; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hotel discounts

Company pension

Loyalty rewards & refer-a-friend bonus

28 days’ holiday including bank/hols

Meals on duty

Perks at Work

Job summary

Melia White House in London is seeking a Reception Supervisor to oversee daily front office operations and guide the reception team on shift, ensuring high service standards for all guests.

You will act as Duty Manager in the absence of senior staff, cover night shifts when needed, and collaborate with Housekeeping, Concierge, and other departments to deliver seamless guest experiences. Fluency in English is essential.

Qualifications

• Previous supervisory experience in Front Office or a hospitality environment.
• Strong leadership, communication, and organisational skills.
• Excellent guest focus with a passion for personalised service.
• Ability to manage teams on shift and maintain operational standards.
• Strong attention to detail and problem-solving skills.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Acting as a Duty Manager in the absence of senior management.
• Provide support across shifts, including covering night duties when required.
• Supervise daily reception shifts, ensuring adequate desk coverage and smooth team organisation.
• Ensure all guests, VIPs, regular guests, and group arrivals are welcomed with courtesy and professionalism.
• Oversee the execution of special requests for regular guests, VIPs, and group arrivals.
• Ensure full compliance with security, health & safety, fire, credit, and cash-handling procedures.
• Monitor room availability, overbookings, and room moves in coordination with relevant departments.
• Maintain close communication with Housekeeping, Concierge, Switchboard, Room Service, and Groups Office to deliver seamless service.
• Support the Reception Management team with training, implementation of new procedures, and coaching on service standards.
• Handle guest feedback and complaints promptly and professionally, escalating when required.
• Prepare and deliver thorough shift handovers, ensuring continuity between teams, including Night Supervisors.

Skills

Supervisory experience

Front Office hospitality

Leadership & communication

Guest service focus

Team management

Attention to detail

Problem solving

Fluency in English

Job description

Melia White House in London is seeking a Reception Supervisor to oversee daily front office operations and guide the reception team on shift, ensuring high service standards for all guests.

You will act as Duty Manager in the absence of senior staff, cover night shifts when needed, and collaborate with Housekeeping, Concierge, and other departments to deliver seamless guest experiences. Fluency in English is essential.