Front Office Supervisor

Klarent Hospitality Group; City of Edinburgh; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading hospitality company in Edinburgh is seeking a Front Office Supervisor to deliver exceptional luxury experiences for guests. This role involves leading a team, ensuring effective communication, and creating a positive environment. Ideal candidates will exhibit strong leadership skills, a passion for customer service, and a commitment to team development. Competitive benefits include a competitive salary, meal discounts, and professional development opportunities.

Benefits

Competitive Hourly Rate of £13.18

Free and healthy meals when on duty

50% off Food & Beverage Venues

Discounted use of Leisure Facilities

Discounted hotel stays

Opportunities for personal development

Fully funded apprenticeships

28 Days of Annual Leave

Flexibility to purchase additional holidays

Pension enrolment

Qualifications

• A genuine passion for excellence and continuous desire to learn and evolve.
• Proactive, positive approach with ability to inspire and lead.
• Commitment to delivering exceptional service for guests and team members.

Responsibilities

• Lead the team and act as a role model.
• Communicate objectives and ensure accountability.
• Create a positive, motivating environment.

Skills

Leadership

Effective communication

Customer service

Problem resolution

Job description

Our Story:

The Caledonian Edinburgh has embodied the best in Scottish hospitality for over a hundred years. Situated at the West End of Princes Street, this former Victorian railway hotel nestles in the shadow of the Edinburgh Castle, within walking distance of Princes Street Gardens, the Royal Mile and Edinburgh’s Old Town, a UNESCO World Heritage Site.

Located in the heart of Scotland’s capital, we are proud to celebrate The Caledonian’s stories, anecdotes and memories over the last 120 years in Edinburgh. We would love for you to embark on the journey to our next chapter, The Caley Way! We’re delighted to be recruiting for our newly reimaged bedrooms and guest experience. At The Caledonian Edinburgh, the comfort of our guests is of paramount importance and this commitment is reflected in each guest room. Our rooms and suites have been designed to depict the vast landscape of Scotland and its stories. Drawing inspiration from the original Caledonian Railway crests set atop the hotel’s Grand Staircase, the newly reimaged guest rooms and suites celebrate three of Scotland’s prominent cities, and previous capital cities, Edinburgh, Stirling and Inverness.

Our Management Company:

As part of the Klarent Hospitality Portfolio, we are dedicated to offering our team excellent opportunities for growth and development. We take great pride in recognising and rewarding the hard work, commitment and long service of our exceptional team members.

Klarent Hospitality operates branded hotels in key locations across the UK and Ireland. We nurture talent and smart investment to drive superior performance and growth.

Exclusive Benefits:

• Competitive Hourly Rate of £13.18
• Free and healthy meals when on duty.
• 50% off our Food & Beverage Venues – The Court & Caley Bar
• Discounted use of Leisure Facilities
• Stays in our hotels at discounted prices
• Go Hilton Recognition Platform
• Opportunities for your personal development within the Hotel Group Brand Portfolio
• Fully funded apprenticeships – T&Cs apply
• 28 Day of Annual Leave, increasing with long service
• Flexibility to purchase additional holiday days
• Pension enrolment
• We can coach, train and develop you to help find your passion - whether it is exploring your first role or your next step in the exciting world of hospitality!

The Role:

As our Front Office Supervisor, you will be an integral part of delivering an exceptional luxury experience, ensuring that each guest’s journey is nothing short of extraordinary. Your role will be essential in shape memorable moments for our guests from the very first welcome to the final farewell. Here’s a glimpse into what your day may entail:

Acting as a role model for the team and leading by example at all times.

• Effectively communicating and updating the team with objectives and priorities.
• Taking ownership and accountability for your actions and that of your team.
• Providing a motivating environment for your team and recognising and rewarding individuals as appropriate.
• Ensuring that team members are fully briefed pre and post shift and are “tuned in” on the “tone” of service delivery for each shift period.
• Creating a positive environment where new ideas are embraced.
• Anticipating the needs of the guest (s) and taking experience enhancement action before arrival (needs may be driven by hotel events).
• Committing energy and focus in ensuring that all team members have the necessary skills and behaviours to deliver great experiences and optimal customer spend.
• Allocating guest rooms in line with policy and maintaining overbooking levels in line with agreed tolerances.
• Executing shift in line with agreed process to ensure following shift can start work “on the front foot”.
• Clearly communicating inter-departmental guest requests and checking understanding with Housekeeping department.
• Delivery of high levels of Hilton Honors guest satisfaction, repeat guest intent and problem resolution.
• Dealing effectively with underlying issues that impact the experience and loyalty of guests.
• Delivery of loyalty program enrolments and up-sell achievements.
• Recognising and rewarding excellence in customer service.

In this key role, you will be at the heart of creating a truly luxurious experience, elevating every guest’s stay to a level of refinement and excellence that defines The Caley Way.

What Do We Desire:

• A genuine passion for excellence and a continuous desire to learn and evolve.
• A proactive, positive approach with a natural ability to inspire and lead.
• A genuine commitment to delivering exceptional service for both our guests and team members.
• Flexible and adaptable to support the wider hotel as and when required.
• Are you a warm, energetic and passionate individual with a genuine desire to create unforgettable experiences for our guests? If you are eager to be part of a team dedicated to deliver unparalleled luxury and exceptional service, we’d love to have you join us!