Guest Services Supervisor

Maybourne Hotel Group; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Excellent salary package

Maternity/Paternity Pay

Holiday allowance

Pension scheme

Discounts (Maybourne)

Job summary

The Emory, a new landmark luxury hotel in Knightsbridge, London, seeks a Guest Services Supervisor to lead front desk operations and ensure exceptional guest service. You will work within a fast-paced, high-performing team to uphold Maybourne's standards of quality and guest satisfaction.

Ideal candidates will have prior reception or guest relations experience in luxury hospitality and a proven ability to manage shifts and coordinate with other departments.

Qualifications

• Experience in Reception or Guest Relations within a luxury hotel environment.
• Demonstrated commitment to delivering consistent quality in service.
• Ability to manage shift operations and communicate with other departments.

Responsibilities

• Support Guest Services Management with a focus on reception operations.
• Assist with handling and forwarding guest complaints.
• Ensure smooth daily operation of the front desk and related areas.
• Promote awareness of hotel facilities to guests.
• Check arrivals and manage pre-registered guests; liaise with bookers as needed.
• Monitor no-shows and optimize occupancy and revenue as appropriate.

Skills

Guest services

Reception leadership

Team coordination

Job description

.

A fantastic opportunity has arisen for a passionate and motivated Guest Services Supervisor to join the opening Guest Services team at The Emory.

The Maybourne is proud to introduce a new architectural landmark to London. The final project designed by the late Lord Richard Rogers,The Emorywill be an exclusive, world-class hub of art and culture which marks the addition of a modern masterpiece to the group's global luxury estate. Situated on Knightsbridge and overlooking Hyde Park, The Emory will present 60 extraordinary suites set over 8 floors and a spectacular penthouse occupying the entire 9th floor.

As a Guest Services Supervisor, you will be providing the most welcoming and accommodating service to all guests. You will also ensure the shift is well managed by communicating with all relevant departments.

Main responsibilities of the role include but are not limited to:

• Ensure support for Guest Services Management with a main focus on operation of reception.
• Assist with the handling and/or forwarding of guest complaints.
• Ensure a smooth daily operation.
• Promote guest awareness of hotel facilities.
• Check all arrivals as per arrival report.
• Monitor no shows and pre-registered guest from the previous night and contact the booker accordingly. Assure maximum room revenue is being processed.
• Contribute in maintaining an excellent level of service in conjunction with the minimum requirement of the LQA and Forbes standards at all times.

Successful candidates for the Guest Services Supervisor opportunity will demonstrate genuine dedication to The Emory and show a commitment to consistent quality in our product and service.

We anticipate applicants will have previous experience within Reception or Guest Relations and will have worked in a similar role within a luxury hotel environment.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.
• Wellbeing & Social Champions.
• Volunteering opportunities.

Recognition and Career Development

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

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.