Front Desk Supervisor

Overview

Front Desk Supervisor - Canopy by Hilton London City

We have an exciting opportunity for a passionate Front Desk Supervisor to join the team at Canopy by Hilton London City. Canopy London City's approach to hospitality centres on the small gestures, surprising extras, and uncomplicated comforts that contribute to a Positive Stay. A Front Office Supervisor assists in the management of daily Front Office operations. Reporting to the Front of House Manager, you will be responsible for creating an exceptional guest journey from arrival to departure. You will ensure a positive stay with a strong focus on guest experience and satisfaction, and you will actively contribute to our goal of being among the top 25 TripAdvisor recommended hotels in London. You will be fluent in Hilton Brand Standards, the Property Management System, and eager to discover and share local attractions with our guests. You will be empowered to maximize guest satisfaction, as measured through TripAdvisor and other social and booking platforms.

About you

You are passionate about creating EPIC moments. You are an experienced hospitality professional who leads by example and knows what it takes to make a guest feel truly welcome. You have developed your leadership style to be able to successfully manage a small team every day at the liveliest point in the hotel. In particular:

• You love to meet, greet, and serve all sorts of people
• Passionate about all things Guest experience
• Are knowledgeable of happenings in our neighbourhood
• Always look at ways to serve and surprise each guest
• You are flexible, approachable, and bubbly in nature
• Hilton Experience is a plus!
• You must have the right to work in the UK to be eligible for this role, documented evidence of eligibility will be required from candidates.

About the Role

• You will supervise the efficient operations of reception, including check-in/out procedures.
• Promote and follow the standards set by Canopy Brand.
• Support team members in handling guest requests and inquiries to ensure a positive outcome is achieved. Resolve, or if necessary, report all complaints and concerns, and follow up on solutions within the timeframe set by the brand.
• Lobby Ambassador: Occupy Canopy Central and other public areas, particularly during busy times.
• Be in constant contact with guests to improve their level of satisfaction and help drive 85% overall experience.
• Ensure that the Front Office team is fully aware of feedback from guests.
• Ensure that guest feedback and preferences are updated in CRM profiles for future reference.
• Be fully knowledgeable of the daily results and events in the hotel (Occupancy, average room rate, TripAdvisor ranking, reviews, groups in-house, Media, Influencers, and other VIPs).
• Coordinate the check-in and check-out requirements of VIPs daily (VIP reports, room inspections, amenities, welcome letters, welcome gifts, etc.).
• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, and happenings in the neighbourhood.
• Assist in maximizing room occupancy and use up-selling techniques (OnQ Gener8, Nor1) to promote hotel services.
• Monitor the appearance, standards, and performance of the Front Office Team, and communicate with the Front of House Manager.
• Supervise and control the Checklist, ensuring all tasks are completed on time.
• Demonstrate positive leadership characteristics, inspiring fellow enthusiasts to exceed standards by leading from the front and demonstrating a positive can-do attitude.
• Act in accordance with fire, health, and safety regulations, following the correct procedures when required.
• Act in accordance with policies and procedures when working with front-of-house equipment and property management systems.
• Assist other departments wherever necessary and maintain good working relationships with Team Members.
• Express enthusiasm, energy, and positive vibes, and always act according to company ethics and values.
• Ensure compliance with all standards and procedures, including all relevant Brand Standards across the department.
• Promote the Hilton Honors Loyalty Scheme and achieve your individual and team enrollment targets.
• Ensure your banking is correct and report/resolve all over/under banking issues.
• Encourage and build mutual trust, respect, and cooperation among team members.

About the Hotel

Canopy by Hilton London City is part of 4C Hotel group. 4C Hotel group is an international hotel operator and developer. Our core values are, care, constant innovation, communicate and conscience. At 4C Hotels, we believe in nurturing opportunities for people to grow and developing order to reach their true potential, both in our industry and within the broader community.

Canopy is an upscale lifestyle brand of Hilton and is the energizing, hotel in the neighbourhood offering simple, guest directed service, thoughtful local choices, and surprisingly comfortable spaces so guests simply feel better going forward. We create a positive stay.

Canopy London City is due to open this summer with 340 bedrooms, a destination restaurant, a café bar on the ground floor and a rooftop bar with views of the city. The hotel will be the first under Hilton's Canopy Brand in the UK.

About the opportunity

• Competitive salary
• Free meals on duty
• 28 days holiday inclusive of bank holidays which will increase through length of service
• Automatic enrolment into a workplace pension scheme
• Healthcare cashback plan (HSF) - Inc: Perkbox and Employee Assist Helpline
• Hilton worldwide discounted employee/friends and family room rates
• Social events throughout the year including annual awards celebrations
• Opportunities to be involved in charity and community events
• Learning & Development opportunities

If you feel you have all the skills and experience mentioned above, then please apply to join the Canopy Collaborative; we call it collaborative because we work together!

4C hotel group is an equal opportunities employer, committed to hiring a diverse workforce and sustain an inclusive culture.

No agencies please.