At Your Service Supervisor
Coming soon to the heart of Mayfair, The St. Regis London marks the brand's prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies 'Live Exquisite' a celebration of London's pioneering and glamorous lifestyle for the Luminaries of the world.
We are seeking a polished, confident and service‑driven At Your Service Supervisor to lead our voice‑to‑guest operations. As the first point of contact for many of our guests, you and your team will be the voice of the hotel — orchestrating requests, resolving enquiries and ensuring every conversation reflects the warmth, precision and elegance synonymous with St. Regis. This is an exceptional opportunity for a hospitality professional with natural leadership ability, impeccable communication skills and a deep appreciation for personalised service.
Key Responsibilities
1. Oversee the daily operations of the At Your Service department, ensuring every call and request is handled with grace, efficiency and brand‑defining attentiveness.
2. Lead by example in answering, recording and processing guest calls, enquiries and concerns with poise and professionalism.
3. Coordinate with hotel departments to ensure timely, seamless and complete resolution of guest needs, providing follow‑up to guarantee satisfaction.
4. Maintain accuracy in logging guest requests, incidents and service actions to support operational consistency and service recovery.
5. Support guests with billing queries, service requests, hotel information and call routing through the switchboard.
6. Monitor service levels, response times and communication standards, ensuring consistently exceptional interactions.
7. Coach, mentor and motivate the At Your Service team, supporting performance reviews, skills development and training initiatives.
8. Uphold St. Regis communication rituals, etiquette standards and voice‑to‑guest excellence.
9. Foster strong relationships with hotel departments to enhance service coordination and operational alignment.
10. Maintain a polished and professional appearance, embodying the refined service culture of St. Regis.
Core Competencies
We are seeking an emotionally intelligent and refined communicator who exemplifies the spirit of luxury hospitality. You will demonstrate confidence, discretion and a deep dedication to elevated guest service. You should have:
11. A minimum of 1 year of supervisory experience, ideally within a front office or guest service environment.
12. Outstanding verbal communication skills with exceptional clarity, warmth and professional articulation.
13. The ability to remain calm, composed and solutions‑focused during challenging or high‑pressure situations.
14. Strong organisational skills, with excellent accuracy in documentation and follow‑up.
15. Natural leadership qualities with a passion for developing team members.
16. Familiarity with hotel systems, call‑handling platforms or switchboard operations is an advantage.
17. A genuine passion for creating thoughtful, personalised guest experiences.
At The St. Regis London, our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.
Financial Rewards
18. Competitive salary designed to recognise excellence
19. Workplace pension
20. Company sick pay
21. Additional holiday allowance
22. Access to BenefitHub's exclusive retail, wellness and travel privileges
23. Friends & Family preferred rates at Marriott hotels worldwide
Career Development
24. Clear pathway for internal promotions and transfers
25. Cross-department training to refine your craft and broaden your expertise
26. Expert-led development programmes
27. Continuous learning through structured programmes
28. Premium e-learning platform access
29. Be part of an exclusive pre-opening experience shaping the future of the property
Wellbeing Support
30. Employee Assistance Programme
31. Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine
32. Food & Beverage discounts across Marriott properties
33. Year-round wellbeing initiatives and wellness activities
Recognition & Appreciation
34. Award programmes celebrating exceptional performance
35. The Astor Awards
36. Distinctive Moments celebration
37. Long service awards
38. Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
39. Vibrant social calendar with team events and engagement activities
*Terms and Conditions Apply