Front Office Supervisor - YOTEL Edinburgh Front Office

At YOTEL, we believe in challenging the status quo through smart design and seamless experiences. Located in the heart of Edinburgh’s vibrant city centre, our hotel blends tech savvy service with stylish and functional spaces to surprise and delight our guests. Reception is the hub of the guest experience at YOTEL – It’s our version of reception, concierge, and guest relations all rolled into one. As Reception Supervisor, you’ll lead the crew to deliver exceptional first impressions, problem solving on the fly, and ensuring every guest interaction reflects YOTEL’s unique personality and standards. You will also lead by example and be responsible for but not limited to ensure the greeting of all YOTEL guests, and that assistance is given with luggage as needed. You’ll supervise day-to-day operations, support training, and work closely with other departments to deliver a seamless and memorable guest journey.

All responsibilities shall be carried out in a timely, accurate, and professional manner, in accordance with YOTEL’s core values.

Key Roles and Responsibilities

• Take ownership of the Reception operation during shifts, ensuring service standards, efficiency, and guest experience are consistently delivered
• Lead by example in delivering exceptional guest service, ensuring all guests are welcomed and engaged in line with YOTEL standards
• Execute guest room moves as needed and communicate such to Housekeeping Manager and/or Housekeeping Supervisors.
• Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
• Solicit and communicate guest feedback for continuous improvement.
• Handle escalated guest concerns and make operational decisions to resolve issues effectively
• Work closely with Housekeeping, Fix-It and F&B to ensure the guest journey is seamless from start to finish
• Demonstrate self-confidence, energy and enthusiasm at all times.
• Extend professionalism and courtesy to crew members and guests at all times.
• Attend pre-shift meetings and be current on all in-house events and citywide attractions.
• Attend Reception meetings and actively participate and lead.
• Support the Reception manager in delivering operational objectives and ensuring team accountability across all shifts
• Provide and assist guests with general services and information that enhances the YOTEL guest experience.
• Maintain current listings of area attractions, activities and transportation timetables.
• Maintain and ensure awareness of the hotel information including any outlet hours of operation and upcoming events.
• Ensure thorough knowledgeof safety and emergency procedures.
• Maintain absolute cleanliness and ordinance of all areas and displays at Reception.
• Lead and cover the shift in the absence of Reception Manager ensuring Reception Crew is performing as per YOTEL standards.
• Lead the Reception Crew members by example and motivate them.
• Alongside these key roles and responsibilities, the incumbent of the role will be required to demonstrate the fundamentals of the company’s values
• Supervise, support and delegate tasks to Reception crew to ensure smooth shift operations
• Monitor team performance during shifts and provide real-time coaching and feedback

What we offer

• A supportive and inclusive working environment
• Meals on Duty: Fuel your success with free meals on duty, ensuring your nourished and ready to conquer challenges during your work hours
• Long service incentives: Dedication deserves celebration! Our long service incentives honor your commitment with special rewards and recognition for your loyalty over the years
• Refer a Friend Scheme: Spread the word and reap the rewards
• Complimentary use of our well-equipped on-site gym
• Discounted room rates

And many more...

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