Emirates Old Trafford, Lancashire Cricket Club
Front Office Supervisor
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Front Office Supervisor
Front Office Supervisor – Hilton Garden Inn at Emirates Old Trafford
Location: Emirates Old Trafford, Manchester, M16 0PX Salary: Competitive Employment Type: Full Time, Permanent
About Us
Hilton Garden Inn at Emirates Old Trafford is a truly unique hotel, set within one of the UK’s leading multi-purpose sporting and entertainment venues – the home of Lancashire Cricket.
With 250 bedrooms, including 140 pitch-facing rooms, the hotel offers guests an unforgettable experience, whether they are visiting for:
- International cricket
- Major concerts
- Conferences
- Special events
Our restaurant and bar overlook the iconic pitch, creating a standout setting for breakfast, dinner, and drinks. As part of the wider Emirates Old Trafford venue, the hotel sits alongside award-winning conference and events facilities and plays a key role in delivering world-class hospitality across a busy calendar of high-profile events.
Joining our team means becoming part of something bigger than a hotel. You will be working at the heart of a thriving cricket, concert, conference, and events destination, where no two days are the same.
The Opportunity
As Front Office Supervisor, you will play a key role in leading and supporting the Front Office team to deliver a consistently high standard of guest service in line with company standards.
Working closely with the Front Office Manager, you will:
- Help ensure the team is well-prepared, informed, and confident in creating an exceptional guest experience from check-in through to check-out.
- Provide day-to-day leadership, guidance, and support to maintain smooth front office operations.
- Act as Duty Manager in the absence of Hotel Senior Management, taking responsibility for the hotel operation and ensuring guests and team members are supported at all times.
What You’ll Be Doing
- Supporting the Front Office Manager with the day-to-day running of Front Office operations.
- Leading the front desk team to deliver a smooth and welcoming check-in and check-out experience.
- Ensuring high standards of guest service, product quality, and brand compliance are maintained.
- Meeting and greeting guests; responding to enquiries, requests, and issues in a friendly and timely manner.
- Managing:
- Daily front desk tasks
- Checklists
- Room inventory and availability
- Systems, policies, and procedures
- Seeking guest feedback, resolving complaints, and identifying improvement opportunities.
- Maximising room occupancy and revenue through best-rate selling, up-selling, and promotion of hotel services.
- Ensuring team members are up to date on:
- Hotel products and services
- Facilities and events
- Pricing, policies, and local area knowledge
- Supporting:
- Recruitment
- Onboarding
- Training sessions
- Meetings and audits
- Hilton Honors enrolments
- Upselling initiatives
- Monitoring CCTV and fire life safety panels; liaison with Security, Fire Teams, and Emergency Services; supporting with car parking or barrier issues.
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What You’ll Bring
- Previous experience supervising a Front Office team within a 4-star branded hotel.
- Strong knowledge of:
- Hotel property management
- Front Office systems
- Excellent organisational and administrative skills.
- High level of IT confidence and ability to use systems effectively.
- Ability to work well under pressure in a fast-paced environment.
- A genuine commitment to delivering exceptional customer service.
- A positive attitude with:
- Excellent communication and interpersonal skills
- Resilient and accountable approach
- Confidence to take ownership
- Ability to motivate, support, and manage a team effectively.
- Confident telephone manner and high personal presentation standards.
What We Offer
At Lancashire Cricket, we take pride in our people and are committed to creating a supportive, inclusive, and rewarding workplace. Our benefits package supports wellbeing, flexibility, and development at every stage of your career.
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Wellbeing & Security
- Enhanced pension scheme
- Life assurance scheme
- Health Cash Plan (covering optical and dental)
- Confidential on-site counsellor
Work-Life Balance
- Enhanced annual leave (increasing with length of service)
- Annual leave purchasing scheme
- Flexible working arrangements, including hybrid and TOIL (role-dependent)
Family & Life Moments
- Enhanced maternity, adoption and paternity pay
- Additional paid leave:
- Birthday leave
- Grandparent leave
- Pet adoption leave
- Moving house leave
Development & Community
- One paid volunteer day annually
- Up to five personal development days annually
- Career break opportunities (eligibility required)
Being Part of Lancashire Cricket
- Two Lancashire Cricket Club memberships
- Staff discounts across:
- On-site retail
- The Club shop
- Caffè Nero
- Hilton Garden Inn
- Regular team events and colleague recognition awards.
Safeguarding Statement
Lancashire Cricket Club is committed to safeguarding and promoting the welfare of:
- Children
- Young people
- Adults at risk
We expect all colleagues to share this commitment and support a culture where safeguarding is everyone’s responsibility. Lancashire Cricket proudly complies with the ECB Safe Hands Policy.
For roles involving:
- Regulated activity
- Contact with children, young people, or adults at risk
Lancashire Cricket operates safer recruitment processes, including appropriate ECB DBS clearance for regulated activities before employment begins.
Equal Opportunities
We welcome applications from all backgrounds and backgrounds with skills that align with our vision for greater diversity. We aim to reflect our communities across the North-West in leadership and representation.
In line with Sport England Guidance, we value applications from individuals who can contribute to diversity and diverse thinking.
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