Guest Service Supervisor

Guest Service Supervisor

Salary: Competitive Salary + Excellent Benefits

About the Hotel

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, is a lifestyle hotel located in West London, offering 132 thoughtfully designed bedrooms, a vibrant all-day restaurant and bar, and a dynamic atmosphere that blends energy, creativity, and local spirit.

As part of Marriott's Tribute Portfolio, the hotel celebrates individuality and memorable guest experiences. Our Guest Service Supervisors are central to ensuring seamless service across both Front Office and Food & Beverage operations while supporting the Front Office Manager in leading the team.

The Role

As a Guest Service Supervisor, you will provide operational leadership during your shift, supporting the Front Office Manager and ensuring both Front Office and Food & Beverage services run smoothly. You will be a visible presence throughout the hotel, delivering exceptional guest service, solving problems proactively, and leading by example.

Key Responsibilities

• Support the Front Office Manager in leading the Guest Services team and ensuring consistent service delivery.
• Provide visible leadership across the hotel during your shift, welcoming guests, resolving concerns, and managing feedback professionally.
• Assist with managing early arrivals, VIP guests, and day-use room requirements in coordination with Housekeeping and Reception.
• Monitor and maintain presentation, cleanliness, and service standards across reception, lobby, restaurant, and bar areas.
• Support Food & Beverage operations during busy service periods, including greeting and seating guests, assisting with service flow, and communicating guest preferences to the team.
• Handle incidents, emergencies, or guest concerns with discretion, logging and reporting according to hotel procedures.
• Conduct duty walks and briefings, ensuring smooth communication and continuity across shifts.
• Provide guidance, training, and support to team members to maintain operational excellence.
• Promote hotel services and facilities, ensuring every guest interaction is personalised and engaging.
• Ensure the team promotes Marriott Bonvoy, completes guest enrolments, and supports front office targets, including upselling.
• Maintain professional appearance, punctuality, and adherence to Marriott brand standards and hotel policies.

About You

• Previous experience in a supervisory or leadership role within a hotel or premium hospitality setting.
• Experience supporting Front Office operations, with a solid understanding of front desk, housekeeping, and Food & Beverage.
• Strong guest service focus, with excellent communication, problem-solving, and leadership skills.
• Calm, confident, and hands on, ready to step in to support the team wherever needed.
• Familiarity with Opera PMS and Marriott brand standards is desirable.
• Flexible, collaborative, and proactive, with a can do attitude that inspires your team.

What We Offer

• Competitive salary with performance based incentives
• Global Marriott employee discounts on rooms, dining, and experiences
• Meals on duty
• Uniforms provided
• Training and career development opportunities within Marriott International
• Opportunities for progression into management roles
• Collaborative and inclusive team culture
• Regular wellbeing and social events
• Pension scheme and recognition programmes

Your Shift, Your Impact

Take the lead during peak hours and make a real difference to the guest experience at The Cura Kensington. If you are hands on, guest focused, and ready to support both Front Office and Food & Beverage operations, this role offers an exciting opportunity to grow within a dynamic lifestyle hotel environment.