Front of House Supervisor

Reception Supervisor -Be the first and last point of contact for our guests ensuring memorable experiences from arrival to departure at Graduate by Hilton Cambridge. You will support the Front of House Manager in the smooth running of daily operations delivering inspiring service while guiding and mentoring the team.

Description

We exist to create unforgettable experiences for every guest every time. Whether its a warm welcome a seamless booking or helpful local advice we take pride in the moments we help create.

At the core of everything we do are ourREACH People Values:

• Respect We treat every guest and colleague with kindness and dignity.
• Excellence We go the extra mile in pursuit of outstanding service.
• Accountability We take ownership of our actions and follow through on our promises.
• Cooperation We work together as one team to deliver the best experience.
• Honesty We act with integrity and transparency at all times.

How We Do It

We believe in teamwork positivity and a passion for great service. We empower our people to bring their whole selves to work and treat every interaction with care and respect.

What Youll Do

• Supervise the Front Desk team to ensure brand standards are consistently delivered to every guest.
• Welcome guests warmly and create memorable arrival and departure experiences.
• Offer tailored recommendations to help guests enjoy the best of the local area.
• Manage enquiries payments feedback and departures with professionalism and care.
• Take ownership of guest concerns resolving issues confidently to ensure every guest leaves happy.
• Keep your team informed about hotel products services promotions VIPs and special events.
• Support and train Team Members creating a positive and inspiring employee journey.
• Monitor performance providing coaching and feedback to maintain high standards.
• Maintain a tidy and professional front desk environment.
• Assist with luggage handling and anticipate guest needs.
• Promote upgrades and special offers to enhance the guest experience and increase revenue.
• Stay fully informed on hotel facilities daily events and emergency procedures.
• Collaborate with colleagues across all departments to ensure seamless service.
• Log maintenance issues in the appropriate app and communicate them effectively.
• Act as Hotel Duty Manager during assigned shifts overseeing operations and supporting the wider team.

What Were Looking For

• You will have a proven track record as a Reception Supervisor within a hotel environment.
• You are a great leader and strive to develop the reception team.
• Customer service is your passion you will love to meet and greet different people.
• 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 PMS (desirable).
• Strong problem-solving skills with a positive can-do attitude.
• You can adapt to all situation types keeping calm and collected.
• Computer skills.
• Flexible.

The Perks

• Discounted hotel stays and dining across Hilton properties worldwide
• Access to learning and development opportunities
• 250 reward for successful employee referrals
• Retail and leisure discounts and cashback offers
• 24/7 well-being support helpline
• Complimentary meals during your shift
• Recognition programs and team celebrations
• Convenient parking for cars mopeds scooters and bicycles

About Graduate Hotels
Graduate Hotels is a collection of handcrafted hotels in the worlds most dynamic university towns. At Graduate Cambridge inspired by the citys prestigious university every detail nods to the rich history and vibrant culture of the local community.

Equal Opportunities
We welcome applications from all backgrounds and are committed to ensuring equal opportunities for all.

Right to Work
Applicants must have the right to live and work in the UK in accordance with the Asylum and Immigration Act 1996.