Masterpiece by Design. Dynamic by Nature

The St. Pancras London is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London's landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary

As our Guest Services Supervisor at St. Pancras London, you lead and coach the team of Guest Services Agents, ensuring every call is answered promptly and with appropriate etiquette, and accurately transferred to the correct department or person. You quality-check calls for tone, accuracy and guest satisfaction, coordinate the team's schedule to ensure the switchboard is always covered at all times, and personally handle escalated or difficult calls that agents are unable to resolve. You maintain and update the hotel directory and departmental contact information, ensure the team is briefed on daily events, any operational changes affecting guest calls, and monitor call volumes to identify peak periods and adjust staffing accordingly. You train new colleagues on systems, etiquette and hotel knowledge, conduct regular call audits and provide constructive feedback, and ensure emergency and security call procedures are understood and followed by the whole team. You liaise closely with Front Desk, Concierge, Housekeeping and other departments to ensure guest requests taken by phone are actioned and followed up, and you report on call handling performance and any recurring issues to the line Manager.

Responsibilities

Here's what your journey with us entails:

• The Guest Services Supervisor must exhibit courteous hospitality at all times, lead by example, and fully own each guest issue escalated by the team.
• When in communication with the guest, the Guest Services Supervisor must be proactive in every area, including offering additional services. Most importantly, the Guest Services Supervisor must coordinate the response to the guest issue, brief the appropriate associate or department, and then follow up with the guest to ensure satisfaction with results.
• The Guest Services Supervisor must ensure the team follows all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Monitor and coach the team on telephone etiquette, including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, taking and relaying messages and allowing the caller to end the call, transferring calls to the appropriate person or department, and requesting permission before placing a caller on hold.
• Supervise, train and schedule the Guest Services team, and perform other reasonable job duties as requested by the line Manager.
• Deliver an exceptionally high standard of five-star luxury lifestyle service for every guest interaction.
• Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
• You are also expected to carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.
• Oversee and, where needed, personally contact the appropriate individual or department to resolve escalated guest calls, requests, or problems.
• Assist with 30/60/90 days reviews
• Create and update LSOPs for Guest Services