Join our team at Holme Lacy, part of the Warner Hotels Group. This Grade I listed 181‑bedroom hotel in Herefordshire features a theatre, spa, two restaurants and a coffee shop, set in 20 acres of green fields.
Role Purpose
The Front Office Supervisor is the on‑shift operational leader responsible for 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.
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 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 are happy to discuss reasonable adjustments or flexibility, including part‑time or job‑share arrangements.
Location
Holme Lacy House Hotel, Holme Lacy, HR2 6LP
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