Guest Services Supervisor

• Supervise and coordinate the daily activities of the Guest Services team to ensure smooth front desk operations
• Lead shifts, allocating tasks and supporting team members throughout the day
• Act as a key point of contact for guests, handling enquiries, requests, and concerns with professionalism and care
• Deliver a seamless check-in and check-out experience, maintaining efficiency and a warm welcome at all times
• Ensure all guest interactions reflect the highest standards of service and brand expectations
• Support VIP arrivals, special requests, and personalised guest experiences
• Liaise closely with Housekeeping, Concierge, and other departments to ensure guest needs are met
• Monitor service quality and provide coaching, feedback, and development support to team members
• Handle guest feedback and resolve issues promptly to ensure complete guest satisfaction
• Ensure compliance with hotel policies, procedures, and health & safety standards

• Previous experience in a Front Office or Guest Services role, ideally within a luxury hospitality environment
• Supervisory or leadership experience with the ability to motivate and develop a team
• Excellent communication and interpersonal skills
• Strong organisational skills and attention to detail
• A passion for delivering exceptional guest experiences
• Confidence in problem-solving and handling guest concerns
• Flexibility to work shifts, including weekends and holidays
• Knowledge of Opera or similar PMS systems is preferred
• A positive, professional, and hands-on approach to leadership

Knowledge of Opera or similar PMS systems is preferred

• Free Shuttle Bus transport from local towns/stations to the hotel (Fleet, Church Crookham and Elvetham Heath)
• Employee travel programme
• BUPA dental health care
• Excellent training and career development opportunities
• 28 days holiday per annum including bank holidays (increasing based on length of service)
• Group Personal Pension Plan upon completion of three months’ service
• Opportunities to build a successful career with global potential
• Access to Wagestream – a salary advance benefit
• WeCare Employee Well Being Platform
• Uniform and free meals on duty