Reception Supervisor - £25,000

Graduate Hotels; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

Graduate Hotels is seeking a 'Service Champion' for their Front of House team in Cambridge. This role involves supervising staff, ensuring exceptional service levels, and maintaining guest satisfaction. Ideal candidates will have supervisory experience in the hotel industry and strong leadership skills.

Benefits

Company Discount on rooms plus free night stays each year

Generous recommend a friend scheme

Access to discounts and cashback

Access to a 24/7 Employee Assistance Program

Discounts on the hotel food & beverage

Recognition incentives

Complimentary meal on duty

Parking for cars, mopeds, scooters and bicycles

Qualifications

• Minimum of 1-year in a similar supervisory role within the Hotel Industry.
• Ability to communicate effectively in English, both verbally and in writing.
• Strong leadership and time management skills.

Responsibilities

• Supervise the Front Desk Team Members ensuring high service levels.
• Train, coach, and mentor the Front of House Team Members.
• Resolve guest issues efficiently to maintain high customer satisfaction.

Skills

Leadership

Time Management

Communication

Tools

Opera - PMS

Job description

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Client:

Graduate Hotels

Location:

Cambridge, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

ae0803f7e24c

Job Views:

19

Posted:

18.06.2025

Expiry Date:

02.08.2025

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Job Description:

RESPONSIBILITIES

• To act as a"Service Champion"for the Front of House
• To ensure, by supervising the Front Desk Team Members, that service provided to guests is at the highest level
• Conduct Team Member briefings, and debriefings and delegate specific tasks at the start and end of every shift
• Assist in the induction of new Team Members to create a great new stater experience
• Review guest satisfaction results and property audits to identify areas of improvement
• Supervise daily shift process ensuring all Team Members adhere to standard operating procedures
• To act as Hotel Duty Manager when assigned Duty Manager shifts
• Greet guests as they arrive, focusing on personal recognition in a warm and authentic manner
• Ensure a high level of product knowledge of the hotel and surrounding area
• Train, coach, and mentor the Front of House Team Members to ensure a quality operation and service
• Resolve guest issues or complaints efficiently to maintain a high level of customer satisfaction and quality service
• Review arrival list daily, communicate with other departments to ensure welcome amenities are prepared, assembled and delivered
• Be familiar with VIPs arriving for the day and communicate these at daily hotel briefings
• Ensure supervisor and daily checklist is carried out/ handover of shifts.
• Allocate rooms to expected arrivals after checking the guest's preferences and special requests
• Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed to the relevant department
• Responsible for issued cash float - count float during shift
• Ensure that all cash drops are done in accordance with the cash handling procedures and report all cash over/ shorts to management
• Ensure the lobby area and outside of the hotel are looking presentable and welcoming
• Check Alice regularly for guest requests/Maintenance issues/communication between departments
• Other duties as assigned

WHAT WE ARE LOOKING FOR FROM YOU

• Minimum of 1-year in a similar supervisory role within the Hotel Industry
• Ability to communicate effectively in English, both verbally and in writing
• Strong leadership and time management skills
• Ability to use, train & report on Opera - PMS(desirable)
• Ability to exceed expectations of guests and team members
• Ability to work shifts, weekends, and bank holidays

THE PERKS

• Company Discount on rooms plus free night stays each year
• Generous recommend a friend scheme
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
• Access to a 24/7 Employee Assistance Program
• Discounts on the hotel food & beverage
• Recognition incentives
• Complimentary meal on duty in the Team Member canteen
• Parking for cars, mopeds, scooters and bicycles