Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.
As Front Office Supervisor, you’ll play a crucial role in bringing that magic to life.
Role Purpose
The Front Office Supervisor acts as the on‑shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest, leading the reception team with warmth, confidence, and professionalism.
Responsibilities
Operational Oversight
* Act as the on‑shift leader across the department.
* Monitor operational standards and efficiency in all areas.
* Coordinate with department managers to resolve issues promptly.
Guest Service & Experience
* Serve as the main guest contact during the shift.
* Handle queries, complaints, VIPs, and special requests professionally.
* Maintain visibility in public areas to support engagement and satisfaction.
* Provide on‑shift support and guidance to teams across all departments.
* Motivate teams and lead by example with a positive, collaborative approach.
Health, Safety & Compliance
* Ensure adherence to H&S regulations, hygiene standards, and company policies.
* Act as the person responsible for emergency procedures, fire safety, and first aid.
* Complete incident reports and escalating as needed.
* Ensure correct cash handling and billing processes.
* Support cost control while protecting guest experience.
Communication & Reporting
* Conduct thorough shift handovers to ensure smooth continuity.
* Prepare shift reports on key events, feedback, and challenges.
* Communicate urgent matters to senior leadership promptly.
Event & Function Support
* Liaise with organisers and internal teams to ensure requirements are met.
Problem Solving & Crisis Management
* Take decisive action during emergencies or unexpected issues.
* Coordinate teams to minimise disruption and ensure guest safety.
Behaviours, Skills & Experience
* Front Office operations and hospitality service standards.
* Guest experience principles and complaint resolution techniques.
* Hotel systems (iStay, Maestro) and GDPR/PCI compliance.
* Health & safety, fire safety, and compliance requirements.
* Ability to lead and motivate guest‑facing teams effectively during shift.
* Strong communication, organisation, and time management skills and the ability to coordinate multiple departments simultaneously.
Inclusion Statement
Diversity, equity, and inclusion are at the heart of who we are and what we do. We encourage applications from all backgrounds, communities and industries and we’re happy to discuss reasonable adjustments or flexibility you may require, including whether a role can be part‑time or a job‑share.
#J-18808-Ljbffr