Front Office Supervisor
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.
Looking to take the next step in your career?
At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you're free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences.
At Warner Hotels, we're more than just a place to stay, we're a place where guests come to make memories, discover new experiences, and feel truly cared for.
As Front Office Supervisor, you'll play a crucial role in bringing that magic to life.
Role Purpose:
The Front Office Supervisor is to act as the on shift operational leader, and ensures an exceptional arrival, stay, and departure experience for every guest, leading the reception team with warmth, confidence, and professionalism.
The role anticipates guest needs, resolves challenges calmly, and maintains smooth communication across departments. Through curiosity and continuous improvement, the Supervisor elevates service delivery, efficiency, and guest advocacy. Rooted in collaboration and commitment, this role nurtures a positive, guest focused culture where the team feels supported and empowered.
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.
Team Support & Leadership
* Provide on-shift support and guidance to teams across all departments.
* Reallocate resources during busy periods to maintain service levels.
* 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 escalate as needed.
Financial & Commercial Awareness
* Monitor upselling opportunities.
* 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
Ready to discover your glow? Be part of something more than a hotel - where your personality shines and your ideas matter.
Inclusion Statement
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: Warner.recruitment@warnerhotels.co.uk
Please note: Unsolicited CV's from agencies will not be considered