Job Summary
Five Pizza Hospitality Services UK Ltd. is seeking a professional, organised, and guest-focused Front Office Supervisor to join our hospitality team in London.
As a Front Office Supervisor, you will supervise day-to-day front-office and guest-service activities, support reception colleagues, coordinate shift priorities, and help ensure guests receive a welcoming, efficient, and professional experience.
You will work closely with reception, reservations, guest services, housekeeping, food and beverage, operations, and management teams to coordinate guest requests, resolve service concerns, maintain accurate records, and support smooth daily operations.
This position is suitable for candidates with experience in hotels, hospitality, front desk, reception, guest services, reservations, customer service, or similar environments. Experienced Front Office Agents or Receptionists who are ready to progress into supervision are also encouraged to apply.
What You'll Do
- Supervise day-to-day front-office and reception activities.
- Support and guide front-office, reception, and guest-service colleagues.
- Coordinate shift priorities and help maintain appropriate front-desk coverage.
- Welcome guests and provide professional assistance throughout their stay.
- Support guest check-in and check-out processes.
- Coordinate reservations, amendments, cancellations, and routine booking requests.
- Respond to guest enquiries through telephone, email, and in-person channels.
- Handle more complex guest requests and service concerns professionally.
- Escalate significant operational or guest issues to the appropriate manager.
- Coordinate guest requests with housekeeping, maintenance, reservations, food and beverage, and other departments.
- Monitor arrivals, departures, special requests, and relevant daily front-office information.
- Maintain accurate guest profiles, booking records, notes, and operational information.
- Support room allocation and reservation coordination where applicable.
- Maintain information within approved property-management, reservation, and customer-service systems.
- Assist with routine payment, billing, invoice, and account enquiries within assigned responsibilities.
- Support cash-handling and reconciliation procedures where applicable.
- Prepare shift reports, handover notes, occupancy information, and operational updates.
- Support onboarding, training, coaching, and knowledge sharing for front-office colleagues.
- Help ensure established guest-service and front-office procedures are followed.
- Monitor guest feedback and identify recurring service concerns.
- Support resolution of complaints with professionalism and appropriate follow-up.
- Contribute ideas that improve front-office workflows and guest experience.
- Support smooth handovers between shifts and departments.
Requirements
- Previous experience in front office, hotel reception, hospitality, guest services, reservations, customer service, or a related environment is preferred.
- Strong guest-service and interpersonal skills.
- Professional written and verbal communication abilities.
- Strong organisational and time-management skills.
- Ability to coordinate multiple guest requests and changing operational priorities.
- Good problem-solving and conflict-resolution abilities.
- Strong attention to detail and accurate record-keeping skills.
- Comfortable providing practical guidance and support to colleagues.
- Ability to remain professional during busy periods and challenging guest interactions.
- Comfortable using computers, email, reservation systems, and common business applications.
- Familiarity with hotel property-management systems (PMS) or reservation platforms is advantageous but not essential.
- General understanding of check-in, check-out, reservations, and guest-service procedures is helpful.
- Previous supervisory, senior receptionist, shift-lead, coaching, or mentoring experience is advantageous.
- Ability to communicate effectively with guests, colleagues, suppliers, and managers.
- Ability to handle guest and payment information responsibly and confidentially.
- Flexibility to work hospitality schedules, which may include evenings, weekends, and public holidays depending on operational requirements.
- Relevant hospitality education, professional training, or equivalent practical experience will be considered.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Develop supervisory experience within hospitality and front-office operations.
- Build valuable skills in guest relations, team coordination, reservations, and service recovery.
- Gain experience supporting busy hospitality operations in London.
- Work with modern reservation and property-management platforms.
- Strengthen leadership capabilities through coaching and day-to-day team supervision.
- Collaborate with reception, reservations, housekeeping, food and beverage, and operations professionals.
- Develop experience handling escalated guest requests and service issues.
- Contribute ideas that improve guest satisfaction and operational efficiency.
- Build transferable experience for progression into Assistant Front Office Manager, Front Office Manager, Guest Services Manager, Duty Manager, or Hotel Operations Manager roles.
- Work within a collaborative, professional, and inclusive hospitality environment.
Pay: £2,500.00-£3,200.00 per month
Benefits:
- Childcare
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person
