Guest Services Supervisor

Dominus; Greater London; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Staff rate across Hilton brands

Inspirational Stay – dinner, bed and

Extra annual leave

Impact Day

Development opportunities

Staff events

Employee Assistance Program

Season Travel Ticket Loan

Cycle To Work

Refer A Friend Scheme

Collaborative culture

Job summary

Dominus is seeking a Guest Services Supervisor for Hampton by Hilton London City. You will support the Reception Manager, supervise the Front Office team and ensure a warm, efficient guest experience from arrival to departure.

You will lead by example during shifts, coach colleagues, handle guest feedback and coordinate with Housekeeping to maintain high standards and smooth operations across the hotel.

Qualifications

• Experience in a Front Office, Reception or similar guest-facing hotel role.
• Strong communication and interpersonal skills.
• Ability to lead and coach a team and manage shifts.
• Comfortable working with hotel systems, Hilton systems advantageous.

Responsibilities

• Supervise Front Desk and Food & Beverage operations during shift, ensuring friendly and efficient service.
• Lead by example, staying hands-on and supporting the team during busy periods.
• Coach and motivate team members, providing direction and feedback to maintain high standards.
• Act as the shift lead, owning operational matters and ensuring smooth hotel operations.
• Handle guest feedback and service recovery with appropriate follow-up.

Skills

Front office

Communication

Team leadership

Problem solving

Hotel systems

Tools

Hilton systems

Job description

The Hotel

Hampton by Hilton London City is part of the award-winning portfolio of hotels owned by Dominus and managed by Dominus Hospitality. Opened in 2023, the hotel combines Hampton's signature friendly service with modern comfort in one of London's most vibrant neighbourhoods.

Ideally located between Shoreditch and the City, just moments from Old Spitalfields Market, the hotel is perfectly positioned for both business and leisure travellers, offering easy access to London's financial district and some of the capital's most iconic attractions.

The hotel features 278 contemporary guest rooms, Hampton's signature complimentary hot breakfast buffet, a 24-hour fitness centre and thoughtfully designed spaces that provide guests with everything they need for a comfortable and connected stay.

What we offer

• Staff rate across all Hilton brands and across the Dominus hotel portfolio
• Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
• Additional annual leave entitlement based on length of service
• Impact Day, paid day to support your charity of choice
• Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
• Staff events and recognition schemes
• Access to Employee Assistance Program (EAP)
• Season Travel Ticket Loan
• Cycle To Work Scheme
• Refer A Friend Scheme – get rewarded when they join the team
• A collaborative team culture where people thrive together and a place where you can be your true authentic self

About the role

As Guest Services Supervisor at Hampton by Hilton London City, you will support the Reception Manager in the day-to-day running of the Front Office operation, leading by example to ensure our guests receive a warm, friendly and efficient experience from arrival through to departure. This is a hands‑on role where you will supervise and support the Guest Services team, coordinate daily Front Office activity and help maintain consistently high standards of service. During your shift, you will also act as a key point of contact for guests and team members, taking ownership of operational matters and supporting the safe and smooth running of the wider hotel.

Key Responsibilities

• Supervise Front Desk and Food & Beverage operations during your shift, ensuring friendly, efficient and consistent service across the hotel.
• Lead by example, remaining hands‑on in the operation and supporting the team during busy periods.
• Lead, coach and motivate team members, providing clear direction and feedback to maintain high service standards.
• Act as a key point of contact during your shift, taking ownership of operational matters and supporting the safe and smooth running of the hotel.
• Handle guest feedback, complaints and service recovery confidently and professionally, ensuring appropriate follow‑up and escalation where required.
• Monitor team performance, attendance and productivity, addressing concerns appropriately and communicating with relevant managers.
• Coordinate with Housekeeping and other departments to ensure effective communication and a seamless guest experience.
• Ensure shift procedures, daily checks and handovers are completed accurately and communicated effectively.
• Support the achievement of guest satisfaction, Hilton Honors and departmental performance objectives.
• Ensure compliance with Health & Safety, security, emergency procedures and Hilton and hotel standards throughout the shift.
• Maintain high standards of operational efficiency, identifying and responding proactively to issues as they arise.

About You

• Previous experience in a Front Office, Reception or similar guest-facing hotel role, with experience taking responsibility for a shift, area or team.
• Confident supporting and motivating others, with the ability to provide clear direction, coaching and feedback.
• A genuine passion for delivering friendly, efficient and high-quality guest experiences.
• Strong communication and interpersonal skills, with a confident and approachable manner.
• Comfortable taking ownership, making sound decisions and responding effectively to guest and operational issues.
• Organised and solutions-focused, with the ability to prioritise effectively in a busy hotel environment.
• Proactive, hands‑on and flexible, with a willingness to support different areas of the hotel as required.
• Comfortable using hotel systems; previous experience with Hilton systems would be an advantage.
• Flexible to work a variety of shifts, including weekends and bank holidays, in line with business needs.