Guest Success Supervisor

Tao group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hospitality group is seeking a Guest Success Supervisor for their central team in London. The role includes leading a team to ensure outstanding service across various communication platforms, managing operations, and improving guest satisfaction. Ideal candidates will have supervisory experience and strong problem-solving skills, along with a commitment to delivering high-quality guest experiences.

Benefits

50% staff discount across all restaurants

Wellbeing resources and nutritional seminars

Employee Assistance Programme

Training and development opportunities

International career opportunities

Gifts for holidays and milestones

Qualifications

• Experience in a supervisory role in guest services or call centers.
• Ability to stay calm under pressure in a fast-paced environment.
• Proven track record in leading teams and enhancing guest satisfaction.

Responsibilities

• Lead, train, and support the Guest Success Agents team.
• Manage daily operations and service levels.
• Handle escalated enquiries, complaints, and VIP bookings.

Skills

Leadership

Communication

Detail-oriented

Problem-solving

Customer service

Flexibility

Tools

SevenRooms

Job description

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We’re looking for a professional, motivated, and detail-focused Guest Success Supervisor to lead our central Guest Success team at Hakkasan Mayfair. Based in our guest communications hub, you’ll guide a team of agents in delivering outstanding service across phone, email, and digital platforms, ensuring every guest interaction reflects our high standards.

As Guest Success Supervisor, you’ll need to:

• Lead, train, and support the Guest Success Agents team
• Oversee daily operations, service levels, and team performance
• Handle escalated enquiries, complaints, and VIP bookings
• Collaborate with Reservations and Front of House teams
• Ensure accurate use of booking and CRM systems
• Maintain up-to-date knowledge of menus, policies, and availability
• Drive process improvements and guest satisfaction initiatives
• Demonstrate experience in a supervisory or senior guest services/call centre role
• Communicate clearly, confidently, and professionally
• Stay calm under pressure in a fast-paced environment
• Be detail-oriented with a proactive, solutions-focused mindset
• Have experience with SevenRooms or similar platforms
• Be flexible with shifts, including evenings and weekends
• Provide proof of eligibility to work in the UK

In addition to the usual benefits, such as meals on duty, uniforms, holidays, pension and life assurance, we also offer the following to all of our valued colleagues:

• 50% staff discount across all of our restaurants (including takeaway)
• Wellbeing resources such as nutritional seminars and home workouts
• Access to Maven: Resources and advice platform for your reproductive and family health journey
• Employee Assistance Programme, featuring confidential support for any of our team members whenever they need it
• Gifts for Christmas, Chinese New Year, birthdays and long service milestones
• Training and development opportunities, such as WSET, development courses, public speaking and more
• International career opportunities
• Fun activities to support chosen charities, help the environment and the communities that we live in, and to protect our planet

With over 20 years of industry experience, we consistently set the bar for guest experiences by delivering unforgettable entertainment with innovation and creativity at the core. We strive to exceed expectations and continually reinvent the future of hospitality through our owned operations as well as partnership opportunities.