Job Overview:
The Front Office Supervisor supports the Duty Manager(s) in the daily operation of the Front Office, ensuring exceptional guest service, operational accuracy, and smooth coordination across front‑of‑house functions. The role is hands‑on and guest‑facing, supervising the Front Office team on shift and ensuring service delivery meets Stoke Park’s five‑star luxury standards.
The postholder plays a key role in maintaining service consistency, supporting team performance, and ensuring efficient check‑in, check‑out, billing, and guest assistance processes.
Key Responsibilities:
Guest Experience & Service Delivery
- Deliver a warm, professional, and personalised guest experience throughout arrival, stay, and departure.
- Supervise check‑in and check‑out processes to ensure efficiency, accuracy, and brand‑aligned service.
- Handle guest enquiries, requests, and minor complaints professionally, escalating issues to the Duty Manager where required.
- Maintain a visible presence at the reception desk and lobby during peak periods to support guest flow and service standards.
Front Office Operations & Coordination
- Supervise daily Front Office activities, including reception, concierge, porterage, valet, and guest services where applicable.
- Ensure correct room allocations, key control, registration cards, deposits, and billing instructions are followed.
- Monitor arrivals, departures, VIPs, group movements, and special requests, ensuring information is clearly communicated to the team.
- Support room upgrades, early arrivals, late check‑outs, and special arrangements as authorised by the Duty Manager.
- Ensure accurate handovers between shifts and effective communication with Night Team where applicable.
Team Supervision & Support
- Supervise Front Office Assistants and Guest Services teams on shift, ensuring clear task allocation and service focus.
- Lead by example, upholding grooming, uniform, and behavioural standards at all times.
- Deliver shift‑based briefings and communicate operational priorities and guest expectations.
- Support on‑the‑job training, coaching, and mentoring of team members.
- Monitor team performance, attendance, and conduct, escalating concerns to the Duty Manager.
Revenue Protection & Administration
- Ensure accurate handling of cash, card payments, guest folios, and billing queries.
- Support revenue protection through operational diligence and attention to detail.
- Assist with lost property procedures, guest deliveries, and luggage handling records.
- Ensure GDPR compliance and confidentiality of guest information at all times.
Standards, Safety & Compliance
- Ensure compliance with all health & safety, fire safety, security, and emergency procedures on shift.
- Maintain a clean, organised, and professional front office environment.
- Ensure all team members adhere to hotel policies and the Employee Handbook.
General Responsibilities:
- Adhere to all Stoke Park policies and procedures, including those relating to health & safety, fire, first aid, and security.
- Undertake any other reasonable duties aligned to the role as directed by the Duty Manager(s) or Front Office Manager
- Be flexible to support operational requirements during high occupancy, events, and VIP periods.
Notes:
This job description outlines the key responsibilities, objectives and scope of the role as it currently stands. It is not an exhaustive list, and the postholder may be required to carry out other duties as reasonably required, including duties of a similar or related nature, in line with the needs of the business.
Hours/Week: 48 Hours – May include weekend and bank holidays.
Job Types: Full-time, Permanent, Fixed term contract
Pay: Up to £35,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Slough SL2 4PG: reliably commute or plan to relocate before starting work (required)
Experience:
- 5‑star luxury hotel: 5 years (required)
Work Location: In person
