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Front Office Supervisor
Front Office Supervisor – Warner Hotels Group (Runnymede Hotel, Thames)
Join our team at the Runnymede Hotel, part of the Warner Hotels Group, set to open as a Warner in 2024. This award-winning property on the River Thames near Windsor combines stunning river views with premier spa facilities, restaurants, bars, and outdoor activities, offering a luxurious yet welcoming experience for guests.
We are seeking an enthusiastic Front Office Supervisor for a 32-hour contract to join the Front Office team and ensure every guest’s journey—from arrival to departure—is outstanding.
About the Role
The Front Office Supervisor is the operational leader during each shift, responsible for delivering a seamless, high-touch guest experience. In this dynamic role, you’ll lead the reception team with professionalism, warmth, and confidence. Key responsibilities include anticipating guest needs, resolving challenges with composure, and facilitating smooth cross-departmental communication.
Key Responsibilities
- Act as the on-shift operational leader, overseeing all functions in the Front Office
- Monitor operational standards, efficiency, and guest satisfaction across the department
- Coordinate with department managers to resolve issues promptly and escalate as necessary
- Serve as the primary guest contact during shifts, handling:
- Queries, complaints, VIPs, and special requests with professionalism
- Careful cash handling, upselling opportunities, and accurate billing
- Remain visible in public areas to reinforce a welcoming environment and address needs in real time
- Reallocate resources efficiently during peak periods to maintain service standards
- Motivate and lead by example, fostering positive teamwork and collaborative morale
- Ensure strict adherence to:
- Health & safety regulations
- Hygiene and company policies
- Fire safety protocols and first aid procedures
- As the primary emergency point of contact, manage incident reports, fire alerts, and first aid situations
- Conduct thorough shift handovers for seamless transitions and continuity
- Prepare detailed shift reports on key events, feedback, and operational challenges
- Communicate urgent matters to senior leadership in a timely manner
- Liaise with event organisers and internal teams to meet all guest and operational requirements
- Take decisive actions during emergencies or unexpected disruptions to ensure guest safety
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Key Requirements
Experience & Qualifications
- Proven track record in Front Office operations and upholding hospitality standards
- Strong understanding of guest experience principles, including complaint resolution strategies
- Expertise in hotel systems (iStay, Maestro) and compliance (GDPR/PCI)
- Comprehensive knowledge of health & safety regulations, fire safety, and professional best practices
- Ability to lead and motivate guest-facing teams with energy and precision
- Outstanding communication, organisational, and multi-tasking skills
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Personal Attributes
- Adaptable and proactive with a calm, solution-focused approach
- Confident, empathetic, and resilient—able to resolve challenges under pressure
- Strong time management with the ability to balance multiple priorities across departments
Why Join Us?
At Warner Hotels Group, we believe buildings matter—but people make a place more than a hotel. Here, your unique personality, creativity, and ideas contribute to an environment where passion drives exceptional service. We offer more than accommodation; we create memorable guest experiences—and inspired team members.
We are committed to equality, inclusion, and accessibility, and recognise diversity as a core strength in our workplace. If you require any adjustments during the recruitment process, please reach out to us for support:
📧 [Please contact us directly for assistance with applications]
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