Reception Supervisor

St. James's Hotel & Club - Reception; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Staff discounts

Training & development

Travel card

Staff meals

Job summary

St. James's Hotel & Club in Mayfair is seeking an experienced Reception Supervisor to lead the Front Desk team, delivering personalised, world‑class service and upholding the hotel’s renowned standards of discreet, opulent hospitality.

You will supervise daily Front Office operations, manage check‑in/check‑out and guest inquiries, mentor colleagues, ensure accurate room allocations with Opera PMS, and collaborate with Housekeeping to maximise availability while maintaining exceptional guest

Qualifications

• Experience in supervisory Front Office in a luxury hotel.
• Knowledge of Opera PMS or similar hotel management system.
• Excellent communication and interpersonal skills.
• Calm under pressure with sound operational decision making.
• Willingness to work evenings, weekends and occasional night shifts.
• Strong leadership and coaching abilities in a team environment.

Responsibilities

• Supervise Front Desk operations during shifts.
• Support check-in/check-out, cashiering, room allocations and guest enquiries.
• Maintain service standards and departmental performance.
• Lead the reception team and ensure effective handovers.
• Collaborate with Housekeeping to maximise room availability.
• Address guest feedback and drive service recovery.

Skills

Front Office leadership

Guest service excellence

Opera PMS experience

Communication skills

Leadership & coaching

Flexibility

Problem solving

Hospitality passion

Tools

Opera PMS

Job description

Nestled in a quiet cul-de-sac in the heart of Mayfair, St. James's Hotel and Club is a timeless sanctuary where British heritage meets contemporary luxury. Since its inception in 1857 as an elite gentleman’s club, it has served as a sophisticated \"home away from home\" for diplomats, authors, and stars of the silver screen.

Stepping through its doors, you leave the bustle of London behind for an atmosphere of refined intimacy. The hotel is renowned for its modern English elevated cuisine by Executive Chef William Drabble, whose menus celebrate the finest seasonal British ingredients with meticulous technique. The collection of suites feels more like private residences than hotel rooms, many featuring rare private terraces overlooking the St. James’s skyline.

What truly defines the \"St. James’s story\" is its blend of history and heart. Whether you are sipping a signature cocktail in the elegant bar or enjoying the celebrated Masterpiece Afternoon Tea, you are participating in a legacy of hospitality that has spanned over 160 years. It remains a hidden gem for those who seek the quintessential London experience: discreet, opulent, and utterly unforgettable.

We are seeking an experienced, professional, and guest-focused Reception Supervisor to join our Front Office team. This is an excellent opportunity for a hospitality professional who is passionate about delivering exceptional guest experiences and leading by example in a high-service environment.

As Reception Supervisor, you will support the Front of House Manager in the daily operation of the Front Desk, ensuring the highest standards of service, presentation, and efficiency are consistently achieved. You will play a key role in supervising the reception team, coordinating guest arrivals and departures, and ensuring every guest receives a personalised and memorable stay.

Key Responsibilities

Front Office Operations

• Supervise the day-to-day operation of the Front Desk during assigned shifts.
• Support all reception functions including check-in, check-out, cashiering, room allocations, and guest enquiries.
• Assist the Front of House Manager in maintaining and enhancing departmental service standards.
• Ensure hotel policies, procedures, and service standards are consistently followed by the reception team.
• Support night audit procedures when required, ensuring reports, system checks, and end-of-day processes are completed accurately.
• Maintain effective communication and collaboration with all hotel departments to ensure seamless guest service.
• Assist in identifying opportunities to improve operational efficiency and guest satisfaction.

Guest Experience

• Deliver a warm, professional, and personalised welcome to all guests.
• Coordinate room allocations, special requests, and VIP arrivals, ensuring guest preferences are recognised and accommodated wherever possible.
• Review reservation details prior to arrival and ensure guest information is accurately maintained within Opera PMS.
• Handle guest feedback, concerns, and complaints professionally, taking ownership of service recovery to achieve positive outcomes.
• Work closely with Housekeeping to maximise room availability and ensure rooms meet guest expectations.

Team Leadership & Development

• Lead, motivate, and support the reception team to deliver outstanding service.
• Conduct shift briefings in the absence of the Duty Manager and communicate operational updates effectively.
• Support the training, coaching, and development of new and existing team members.
• Ensure departmental handovers, memos, and communications are accurate and effectively shared.

Administration & Compliance

• Maintain and organise departmental records, reports, and operational documentation.
• Ensure key control procedures are followed in accordance with hotel policies.
• Support departmental cost control measures and adhere to company procedures.
• Conduct regular inspections of Front Office areas to ensure high standards of cleanliness, presentation, and organisation are maintained.
• Communicate operational concerns, guest feedback, and relevant information to Front Office Management.

Additional Responsibilities

• Carry out any other reasonable duties as requested by management.
• Comply with all company policies and procedures.
• Maintain full compliance with Health & Safety legislation, fire safety procedures, and hotel operating standards.
• Attend all mandatory training, including statutory fire training and departmental development programmes.

About You

The ideal candidate will have:

• Previous experience in a supervisory Front Office or Reception role within a luxury hotel environment.
• Strong knowledge of Front Office operations and guest service standards.
• Experience using Opera PMS or a similar hotel management system.
• Excellent communication and interpersonal skills.
• A proactive, organised, and solutions-focused approach.
• The ability to remain calm under pressure and make sound operational decisions.
• Strong leadership skills with a passion for coaching and developing others.
• Flexibility to work shifts, including evenings, weekends, and occasional night shifts when required.
• A genuine passion for hospitality and creating exceptional guest experiences.

What We Offer

• 50% off from room and F&B outlets for friends and family
• Continuous training and development for all staff of all levels
• TFL monthly travel card for zone 1 -2 paid after successful completion of probation
• Staff meals provided on shift