Guest Services Supervisor

Eclipse Hotels Group; Luton; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading hotel group is seeking an experienced Guest Services Supervisor for their Citi Hotel in Luton. The role involves managing daily operations, ensuring exceptional customer service, and fostering a welcoming environment for guests. Ideal candidates will have a strong hotel background and excellent communication skills, along with a proactive approach to guest relations.

Benefits

Employee Assistance and Welfare Program

Health Plan

Life Insurance

Cashback and discounts on leading high street retailers

Employee of the Quarter and Employee of the Year celebrations

Recommend a friend scheme

Excellent Training & Development

Qualifications

• Previous hotel experience in a supervisory or similar role.
• Strong knowledge of Front Office systems.

Responsibilities

• Manage day-to-day hotel operations and create a welcoming atmosphere.
• Ensure smooth check-in/check-out processes and respond to guest feedback.
• Mentor Guest Service Agents and oversee cash-up procedures.

Skills

Customer Service

Communication

Organizational Skills

Attention to Detail

Team Supervision

Job description

Eclipse Hotels Group is an international family-owned hotel group headquartered in West London. Our current portfolio includes brands such as Holiday Inn, Holiday Inn Express, and CiTi Hotels, located across the UK, Europe, and the Caribbean.

We have an excellent opportunity for an experienced Guest Services Supervisor at our Citi Hotel London Luton - LU1 2PA. Join a developing employer passionate about delivering first-class service and a positive employee experience.

Our guests' memorable experience begins the moment they step into our hotels. As our Guest Services Supervisor, you will manage all aspects of the hotel's day-to-day operations and create a warm atmosphere that makes guests feel at home. You should have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on leading high street retailers
• Employee of the Quarter and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

Key responsibilities and duties:

• Create a warm welcome for guests and set the tone for their experience
• Ensure smooth check-in and check-out processes
• Answer hotel calls professionally and warmly
• Carry out room checks for cleanliness and maintenance issues
• Act as a champion for new procedures, programs, or systems
• Mentor and support Guest Service Agents
• Perform cash-up and banking procedures as per company guidelines
• Take reservations when needed
• Respond promptly to guest comments, complaints, and compliments
• Place orders for hotel supplies via internal procurement system

What we are looking for:

• Previous hotel experience as a Front Office Supervisor, Senior Receptionist, Front Office Assistant, or similar role, preferably from a branded hotel background, with strong knowledge of Front Office systems
• Experience in delivering exceptional customer service
• Ability to supervise a team daily
• Proactive, composed, enthusiastic, approachable, with strong rapport-building skills with guests and team members
• Excellent communication skills, good organizational and administrative skills, and attention to detail
• Willing to work flexible hours, including evenings, weekends, and bank holidays

We are an equal opportunity employer committed to diversity and an inclusive, people-focused culture.