Purpose & Scope
The GuestRelations Supervisorwill support the daily operation and coordination of the reception team to ensure high standards of guest service and satisfaction are consistently met. You will take the lead during your assigned shifts by guiding team members, facilitating daily briefings, and ensuring front-of-house procedures run smoothly. Working closely with other departments, youll help maintain service quality across all guest touchpoints. This role requires a strong presence on the floor and ongoing interaction with members and guests, contributing to a welcoming and professional environment throughout each shift.
Responsibilities & Key Duties
* Lead the front-of-house team during your shift, ensuring smooth and professional day-to-day operations.
* Deliver an exceptional guest experience by personally greeting members and guests, addressing inquiries, and resolving issues promptly and professionally.
* Conduct daily briefings with the Guest Relations team to communicate key updates, member bookings, VIP arrivals, and event activity.
* Ensure seamless coordination with the F&B, Events, and Operations teams to manage guest flow and service delivery throughout the club.
* Supervise and support check-in procedures, member recognition protocols, and personalized service standards.
* Monitor reception, coat check, and guest arrival areas to maintain a consistently polished and welcoming environment.
* Effectively collaborate with the Rucola Management and Events Teams to accurately manage restaurant and event guest lists, ensuring bookings are up-to-date and communication remains clear and coordinated across all parties
* Keep team members informed and aligned with daily activities, club events, space usage, and any operational changes (e.g., terrace closures, floor capacities).
* Stay informed about local events and happenings in Covent Garden to better assist members and enhance their experience within and beyond The Conduit.
* Handle and log Lost & Found items, following company protocols.
* Support the Front of House Manager with ongoing staff training, service evaluations, and operational improvements.
* Ensure health & safety, fire, and security procedures are actively followed during all shifts.
* Report and follow up on any maintenance issues or damage to FOH/BOH areas and equipment.
* Comply with all statutory and company health and safety, fire, bomb and security regulations as well as liquor and licensing laws
* Adhere to all Company Policies and Procedures
* Actively champion and promote The Conduit Diversity, Equity & Inclusion Strategy
* Supports and contributes to the overall success of The Conduit
* Alongside your key duties you may be asked to complete other tasks as and when necessary and reasonably required in line with business needs.
* Work flexible hours, including evenings, weekends, and public holidays, in line with the clubs operational needs.
Key Characteristics
Above we have listed the skills we would like theGuest RelationsSupervisorto have. Below speaks more about the individuals abilities to match our company culture:
* Authentic, personable, and aligned with The Conduits mission and values.
* Approaches work with energy, accountability, and a solutions-first attitude.
* Welcome and encourage feedback and personal development.
* Committed to diversity, equity, and inclusion in all guest and team interactions.
Skills & Experience
* 12 years in a supervisory or senior reception role within a luxury hotel, private members of a club, or premium leisure/hospitality environment.
* Demonstrated passion for guest service in a warm, engaging manner.
* Excellent communication skills and professional demeanor.
* Strong team leadership and organizational capabilities.Proficiency in guest management systems such as Peoplevine, SevenRooms, and OpenTable, with strong comfort using digital tools.
* Sound knowledge of hospitality best practices, health & safety protocols.
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