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Front of House Supervisor
FRONT OF HOUSE SUPERVISOR – LOCKE LONDON CANARY WHARF
We are seeking an experienced and guest-focused Front of House Supervisor to lead our on-property front of house and guest services team. This role ensures smooth daily operations, exceptional guest experiences, and high service standards across reception, concierge, and guest relations.
The successful candidate will be a confident leader with strong operational knowledge and a passion for hospitality excellence.
THE STAGE IS SET
Locke is redefining hospitality beyond convention, crafting places with character and intent. Growing from a UK aparthotel portfolio to a European collection known for design and atmosphere, we’re now entering a bold new chapter.
Locke leads with bold expression, while Cove by Locke offers a refined, streamlined alternative. Guests visit to rest, work, or escape—expecting practical comforts like great beds, hot showers, and genuine service—but we strive to create memorable, unexpected moments, reviving the magic of authentic hospitality.
This is our journey. Step on stage and shape the experience.
THE WORK IN YOUR HANDS
Guest Experience & Service Delivery
- Oversee a guest-first culture, aligning every interaction with our brand personality and service standards
- Resolve guest concerns with empathy, urgency, and creativity
- Maintain immaculate standards of cleanliness, ambience, and arrival experience in lobby and front of house
Front Office Operations
- Supervise daily check-in, check-out, and guest flow, ensuring smooth operations during your shift
- Monitor room availability, special requests, and VIP requirements, escalating as needed
- Ensure accurate PMS usage, payment processing, and guest profile management
- Collaborate with Housekeeping and Maintenance to guarantee rooms are ready, clean, and up to standard
- Adhere to operational SOPs and support new process implementations
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Team Support & Leadership
- Lead and motivate the front of house team, fostering engagement and peak performance
- Assist with training new employees and reinforcing brand service expectations
- Provide real-time coaching to Front-of-House Assistants for service excellence and efficiency
- Support rota planning, shift briefings, and task allocation as required
Financial & Rooms Performance
- Drive upselling of room categories and hotel services
- Ensure accurate billing, cash handling, and financial controls at the Front Office
- Contribute to meeting daily revenue and KPI targets through informed decision-making
Systems, Technology & Compliance
- Confidently operate front of house systems (PMS, POS, payment tools) and troubleshoot issues
- Uphold data protection, health & safety, and security policies
- Support the implementation of technology that enhances guest experience
General Operations & Team Support
- Flexibly support multiple areas as needed by business demands
- Assist with events, activations, and lifestyle programming
- Maintain clean, inviting, and on-brand public spaces
- Foster a positive, inclusive team environment
- Comply with all hotel policies, safety procedures, and brand standards
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(Duties are not exhaustive. Additional responsibilities may apply.)
THE FIRE YOU CARRY
- A natural people-person with strong communication, coaching, and problem-solving skills
- Energetic, adaptable, and thriving in a fast-paced, guest-centric environment
- Able to perform under pressure and adjust to changing priorities
- Experienced in leading rooms operations and delivering exceptional guest experiences
- Commercially aware, with a focus on maximising room revenue opportunities
YOUR PROVEN TRACK
- Preference for previous experience as a Front of House Team Leader/Supervisor in an aparthotel, boutique, or design-led hotel
- Knowledge of PMS, POS, and operational software
WHAT WE LOOK FOR
We’re rethinking what a modern lifestyle hotel can be—through pace, creativity, and purpose-driven teams.
If you’re comfortable with change, driven by ideas, and passionate about crafting meaningful guest connections, you’ll thrive here. We value:
- Individuals who hold a vision
- Those who appreciate atmosphere and atmosphere
- Ambition to create impactful experiences
Skills can be trained. Mindset shapes success. Find your approach—and grow.
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