Guest Service Supervisor - 5* Hotel - Up To 38k

Guest Service Supervisor - 5* Hotel - Up To 38k + Benefits - Mayfair Areas

As Guest Services Supervisor, you will act as an ambassador for the hotel, ensuring every guest enjoys an exceptional, personalised and comfortable stay. You will play a key role in delivering the highest standards of luxury hospitality, anticipating guest needs and creating memorable experiences that reflect the hotel's reputation and service philosophy.

You will actively promote a culture of outstanding guest service across all Front of House departments, working closely with the Front Office, Concierge, Guest Relations, Bell Services and other hotel teams to ensure a seamless guest journey from arrival to departure.

A visible and proactive management presence is essential, particularly during peak operational periods. You will support the team with arrivals and departures, oversee the smooth running of daily operations, resolve guest concerns with professionalism and discretion, and empower colleagues to consistently exceed guest expectations.

What will you be doing?

Guest Experience & Service Excellence

• Act as a key ambassador for the hotel, delivering warm, personalised and anticipatory service to every guest.
• Ensure all guest requests, preferences and expectations are understood and met to the highest possible standard.
• Build strong relationships with guests, recognising repeat visitors, VIPs and special occasions.
• Proactively identify opportunities to enhance the guest experience and create memorable, bespoke moments.
• Monitor guest feedback, reviews and satisfaction scores, taking appropriate action to address concerns and improve service delivery.
• Handle guest complaints and service recovery situations confidently, professionally and with appropriate discretion.

Front of House Operations

• Maintain a strong management presence across all Front of House areas, particularly during busy arrival and departure periods.
• Work closely with the Front Office team to ensure arrivals, departures, room allocations and guest requests are managed seamlessly.
• Support the daily coordination of Front Desk, Concierge, Bell Services and Guest Relations operations.
• Ensure smooth communication between departments to deliver a consistent and seamless guest journey.
• Monitor operational standards, presentation and service delivery throughout the hotel.
• Take ownership of operational challenges, making informed decisions to resolve issues efficiently and effectively.

Communication & Collaboration

• Work closely with all hotel departments to ensure guest needs are communicated and actioned effectively.
• Maintain clear and accurate communication regarding VIP arrivals, special requests, guest preferences and service issues.
• Liaise with senior management on operational matters, guest feedback and opportunities to improve service delivery.
• Build strong working relationships across the hotel to encourage teamwork and a shared commitment to excellence.

What are we looking for?

• Previous experience in a supervisory or team leader role in front office within a luxury hotel, ideally within a five-star or internationally recognised hospitality environment.
• A genuine passion for luxury hospitality and delivering exceptional guest experiences.
• Excellent communication, interpersonal and relationship-building skills.
• Strong leadership skills, with the ability to motivate, coach and support a diverse team.
• A proactive, hands-on approach, with the confidence to lead from the front during busy operational periods.
• Must be flexible of working different shifts patterns and weekends
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• A highly professional, polished and personable approach, with exceptional attention to detail.
• The ability to anticipate guest needs and deliver personalised service with warmth, discretion and professionalism.
• Strong organisational skills and the ability to manage competing priorities effectively.
• Flexibility to work shifts, including evenings, weekends and public holidays, in line with hotel operational requirements.