Front of House Supervisor

Graduate Hotels is seeking a Front of House Supervisor to join Graduate Cambridge and its brilliant team of hospitality enthusiasts!

The 148-bedroom Graduate Cambridge hotel is part of the Graduate Hotels collection inspired by the prestigious University of Cambridge and its surrounding town. Set right on the River Cam, in the heart of Cambridge's historic centre. The hotel feels like an extension of the university, with nods to college architecture.

THE ROLE

As a Front of House Supervisor, you will be the first and last Team Member our guests see and creating memorable experiences will be your top priority. You will assist the Front of House Manager and Assistant Front of House Manager in the day-to-day operation. You will be enthusiastic about providing inspiring service and mentoring our Team Members.

YOUR JOB DUTIES AND RESPONSIBILITIES

• Supervising the team during the shift, ensuring all procedures are followed and service brand standards are being delivered to guests at all times.
• Greeting guests and creating a welcoming and memorable stay experience.
• Dealing with guest enquiries, payments, feedback, and departures and proactively anticipating guests needs.
• Resolving guest concerns - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
• Ensure your shift team has current knowledge of hotel products, services, pricing, special promotional offers, and daily VIP and special events.
• Being a buddy and trainer to new Team Members to create a great new starter experience.
• Monitor the standards and performance of Team Members with an emphasis on training and feedback.
• Maintaining the front desk by keeping it clean and tidy.
• Assisting guests with their luggage and anticipating any requests they might have.
• When appropriate taking the opportunity to sell upgrades and special offers to increase the hotel's revenue.
• Recommending places in the community for our wonderful guests to experience.
• Being fully knowledgeable of the hotel facilities, daily events, and all fire and emergency procedures.
• Assisting fellow Team Members both within and outside your normal department.
• Recording any maintenance issues onto our reporting platform and communicating across other departments.
• Acting as Hotel Duty Manager when assigned Duty Manager shifts.

WHAT WE ARE LOOKING FOR FROM YOU

• You will have a proven track record as a Front of House/ Reception Supervisor within a hotel environment.
• You are a great leader and strive to develop the reception team and lead by example.
• Customer service is your passion you will love to meet and greet different people, creating wonderful stays for our guests from when the book, arrive, stay, leave and even after they have gone!.
• Ability to multi-task and make sound decisions in a fast-paced environment.
• Ability to communicate effectively in English, both verbally and in writing.
• Working knowledge of OnQ (desirable).
• Positive and solution oriented.
• You can adapt to all situation types, keeping calm and collected.
• Computer skills.

THE PERKS

• Company Discount on hotel stays and dining plus free night stays each year.
• Generous recommend a friend scheme.
• Discounts and cashback from a huge range of retailers and service providers via our online benefits portal.
• Access to a 24/7 Employee Assistance Program.
• Opportunities for career growth and development.
• A supportive and collaborative work environment.
• Recognition programmes, incentives and more!
• Complimentary meals while on shift in the Team Restaurant.
• The opportunity to have your birthday off!
• Parking for cars, mopeds, scooters and bicycles

ABOUT GRADUATE HOTELS

Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community.

As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at www.GraduateHotels.com.

EQUAL OPPORTUNITIES

We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

RIGHT TO WORK

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.

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