Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean. An excellent opportunity has arisen for an experienced Guest Services Supervisor at our Citi Hotel London Luton - LU1 2PA. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Guest Services Manager you'll deliver this through managing all aspects of the day to day operations of the hotel. You'll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills. Join us and enjoy the following benefits: Employee Assistance and Welfare Program Health Plan Life Insurance Cashback and discounts on the leading high street retailers Employee of the Quarter and Employee of the Year celebrations Recommend a friend scheme Excellent Training & Development What will your ke y responsibilities and duties be: Create a warm welcome to everyone and set the tone for each of our guests' experience Ensure that our guests experience a smooth Check-in and Check- out process Be able to answer our hotels calls in professional yet welcoming manner Carry out room checks to ensure cleanliness and maintenance free issues Act a “Champion” for any new procedures, programmes or systems Mentor and act as a point of support for all our Guest Service Agents Carry out cash up/ banking procedures as per our company guidelines Able to take reservations Respond to our guests' comments, complaints and compliments in a timely manner Place orders for some hotel supplies via our internal procurement system What we are looking for: Previous hotel experience as a Front Office Supervisor or Senior Receptionist/Front Office Assistant or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems Experience in offering exceptional customer service Understanding the needs of supervising a Team on a daily basis Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail Willing to work a flexible schedule including evenings, weekends and bank holidays We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.