Front Office Supervisor

Description

Set the tone. Lead the experience.

At Hotel Indigo K West Shepherd’s Bush, the guest journey starts the moment they walk through our doors, and it’s our front office team that brings the neighbourhood to life. As Reception Supervisor, you’ll lead by example on the floor, helping your team deliver smooth check-ins, warm welcomes, and stand-out service that leaves a lasting impression.

What’s Our Story?

Hotel Indigo is built on stories: of the neighbourhood, the guests, and the team. We reflect the bold, eclectic energy of Shepherd’s Bush in everything we do. As a Front Desk Supervisor, you’ll guide a high-performing Front of House team while staying hands-on, supporting operations and making every guest feel like they truly belong.

Here’s what you can look forward to as our Reception Supervisor:

Annualsalary: £29,700

• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• IHG Employee rate across 6000 hotels globally
• Extensive discounts on our benefits platform
• Healthcare cash plan
• Interest-free season ticket loan
• Employee Assistance Programme – 24/7 online GP, mental health support, and wellbeing
• World-class development programmes and growth opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success

A Day in Your Neighbourhood

• Be the point of calm: Oversee the Front of House during your shift, supporting the team with check-ins, check-outs, luggage support, guest enquiries, and handling any issues with efficiency and empathy.
• Deliver high standards: Ensure all guest interactions reflect our service culture and brand promise. Monitor and maintain SOPs, LQA and IHG standards.
• Lead the team: Train, coach, and motivate Front Desk Receptionists, ensuring consistent performance and a warm, cohesive environment.
• Drive results: Support upselling initiatives and drive daily revenue targets including room upgrades, breakfast sales, and positive guest review mentions.
• Stay in control: Ensure accuracy with room allocations, billing, audit processes, guest profiles, and Front of House reporting.
• Own the handover: Communicate key updates to incoming teams and other departments to ensure a seamless guest journey.
• Be visible: Take initiative in guest recovery situations, assist with VIP arrivals, and act as a role model on the desk.

You will be required to work 40 hours per week on a shift rota over 5 days out of 7.

What’s Your Story?

You’re confident, composed, and thrive on leading others while still being on the floor. You know how to stay calm under pressure and bring out the best in your team. Ideally, you’ll bring:

• Front Office or Reception experience in a hotel or lifestyle property
• Supervisory or shift leader experience (or ready for the step up)
• Knowledge of general hotel systems (Opera Cloud preferred)
• Strong interpersonal and communication skills
• The ability to manage priorities and support others through busy shifts
• A flexible approach to working patterns, including nights. weekends and public holidays
• An eye for detail and passion for great service!

If you’re ready to guide a guest journey from great to unforgettable, we want to hear your story. Step into the role of Reception Supervisor at Hotel Indigo K West Shepherd’s Bush, and help lead a team that lives and breathes the energy of our neighbourhood.

All applicants must have existing rights to work in the UK status.

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