Luxury Front Desk Supervisor: Guest Experience Leader

Sheraton Hotels & Resorts; Greater London; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Discounted room nights

Complimentary laundry

Free meals on duty

Accommodation Service Charge eligible

Job summary

The Sheraton Grand London Park Lane invites applications for a Front Desk Supervisor. Based at a premier Mayfair hotel, you will lead the front desk team, ensure smooth arrivals and departures, and uphold exceptional guest service standards across all interactions.

We seek individuals with 1–2 years in luxury hospitality, who excel in guest relations, detail, and professional communication with an international clientele. Shifts include weekends and public holidays in a dynamic luxury setting.

Qualifications

• Minimum of one to two years of experience in a luxury hotel or hospitality environment, with exposure to reception, guest relations, or customer service.
• Passion for delivering intuitive, personalised service and creating memorable guest experiences.
• Attention to detail and high standards of presentation and service delivery.
• Strong interpersonal and communication skills to engage with international clientele.
• Flexibility to work shifts, including weekends and public holidays.

Responsibilities

• Support the day-to-day operation of the Front Desk, ensuring a smooth arrival and departure experience for all guests.
• Lead, coach and support Front Desk Associates, promoting high standards of service, professionalism and brand compliance.
• Monitor room availability, room allocations and guest preferences, working closely with Housekeeping and Reservations to optimise occupancy and guest satisfaction.
• Handle guest enquiries, requests and feedback promptly and professionally, ensuring issues are resolved effectively and followed through to completion.
• Oversee Front Desk administration, including billing accuracy, cash handling, room status management and adherence to hotel procedures.
• Coordinate group arrivals, VIP stays, room upgrades and special requests to deliver a personalised guest experience.
• Conduct shift handovers, communicate key operational updates and support training initiatives to ensure a well-informed and engaged team.
• Maintain strong working relationships with all hotel departments to ensure seamless operations and exceptional guest service.
• Ensure compliance with company policies, health and safety requirements, security procedures and brand standards at all times.

Job description

The Sheraton Grand London Park Lane invites applications for a Front Desk Supervisor. Based at a premier Mayfair hotel, you will lead the front desk team, ensure smooth arrivals and departures, and uphold exceptional guest service standards across all interactions.

We seek individuals with 1–2 years in luxury hospitality, who excel in guest relations, detail, and professional communication with an international clientele. Shifts include weekends and public holidays in a dynamic luxury setting.