About the Role:
London is renowned for its world-class service standards, and at Planet Lodges UK Hospitality Ltd, we apply that same standard to every guest interaction. We run high-performing, stylish properties that feel warm, memorable, and seamless. We believe that hotel stays shouldn’t just be convenient—they should be exceptional. We are looking for a Front Office Supervisor who can take ownership of our front-of-house experience. You aren't just checking guests in; you are setting the tone for their entire stay. You will lead a dedicated team of receptionists, bridging the gap between operational standards and genuine, personal hospitality. You are the advocate for the guest on the front lines.
Why Work With Us?
- The Environment: Our properties are located in central London. We value an environment that inspires high energy—think welcoming lobbies, positive team dynamics, and great coffee.
- Service Culture: We don't need you to convince us that guest service matters. We know it does. You will be empowered to make operational decisions and resolve guest needs on the spot.
- Modern Systems: We operate with modern Property Management Systems (PMS). We streamline administrative tasks so you can focus on leading your team and engaging with guests.
- Growth: You will have clear progression paths and internal training opportunities to keep your leadership and management skills sharp.
Key Responsibilities:
- Operations Ownership: Maintain and elevate our daily reception standards. Ensure flawless execution of check-in, check-out, and shift handovers.
- End-to-End Guest Experience: Lead the team from initial guest welcome and room assignment to addressing special requests and handling direct inquiries.
- Team Leadership: Mentor and guide Front Desk Receptionists. Conduct shift briefings and provide constructive coaching that elevates the team's performance.
- Operational Coordination: Don't work in a silo. Collaborate closely with Housekeeping, Maintenance, and Management to ensure seamless room availability and property standards.
- Issue Resolution: Handle guest feedback directly and professionally. You can turn a challenging situation into a loyal customer experience with calm confidence.
What We Are Looking For:
- Experience: 2+ years in hotel reception or front office operations, with previous experience as a Senior Receptionist or Shift Leader.
- Track Record: A strong background in guest-facing roles is essential. We want to see a demonstrated history of excellent customer ratings and strong team coordination.
- Tooling: You are proficient with hotel Property Management Systems (e.g., Opera or similar PMS software).
- Communication Skills: Professional fluency in English is required for daily guest interactions and team communication. Additional languages are a plus.
- Mindset: You are calm under pressure. You know how to balance fast-paced peak hours with meticulous attention to detail.
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Employee mentoring programme
- Flexitime
- Health & wellbeing programme
- Paid volunteer time
Work Location: Hybrid remote in London W4 5YG
