Front Office Lead: Guest Experience & Service

Join our team at Holme Lacy, part of the Warner Hotels Group. This Grade I listed 181 bedroom hotel in Herefordshire boasts a theatre, spa, two restaurants, and a coffee shop set in 20 acres of green fields.

As a Front Office Supervisor you'll play a crucial role in delivering exceptional guest experiences.

Role Purpose

The Front Office Supervisor acts as the on shift operational leader, ensuring an exceptional arrival, stay, and departure experience for every guest. They lead the reception team with warmth, confidence, and professionalism, anticipate guest needs, resolve challenges calmly, and maintain smooth communication across departments.

Responsibilities

• 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.

• 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.

• 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.

• 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.

• Monitor upselling opportunities.
• Ensure correct cash handling and billing processes.
• Support cost control while protecting guest experience.

• Conduct thorough shift handovers to ensure smooth continuity.
• Prepare shift reports on key events, feedback, and challenges.
• Communicate urgent matters to senior leadership promptly.

• Liaise with organisers and internal teams to ensure requirements are met.

• Take decisive action during emergencies or unexpected issues.
• Coordinate teams to minimize 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.

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 central to our mission. We encourage applications from all backgrounds, communities, and industries and are happy to discuss any reasonable adjustments or flexibility, including part time or job share arrangements.

Please note: Unsolicited CVs from agencies will not be considered.