Hotel Receptionist Supervisor

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Job Ref.: 
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Recruiting For: 
a full time job position
Exact Salary: 
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Job starts now: 
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Lambeth and Southwark
Job Description: 

There is an opportunity to join a leading serviced apartment provider with a portfolio of 700 apartments in and around the city of London, and doubling that number in the next 4 years.

We pride ourselves on being leaders in our industry and we are currently seeking Front Office Supervisor.

As a Front Office Supervisor you are the first person that a guest will come into contact when they are checking in. Your role is key to the successful operation and perception of the Marlin Brand and to ensure excellent customer service is delivered at all times, providing support and assistance to the Operations Manager and leading a team of receptionists in delivering service excellence. Can be based at any property depends on business demands.


In addition to the receptionist duties, you will be responsible for :

  • Supervising daily shift processes and ensuring all team members adhere to standard operating procedures throughout
  • Training and directing the work of the front desk team members to ensure a constant, consistent Quality operation
  • Coaching and counselling, leading and developing as well as resolving any issues of your front desk team Investigating and resolving customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service as well as responding to any written complaints
  • Building strong relationships and liaising with all other departments, particularly housekeeping, maintenance and reservations
  • Supervising the operations of the front desk to ensure an excellent level of Service and hospitality is provided to our guests
  • Controlling cash and credit card transactions and ensuring that logs are updated correctly and all end of day reports balance
  • Deputising in the absence of the Operations Manager
  • Ensuring that all apartments receive a full Quality check prior to any guest arrival – carrying out these room checks personally when necessary
  • Ensuring that the maids works, time sheets weekly cleaning are updated correctly as well as all other admin duties are correctly completed by your team
  • Ensuring the rota is in line with legal requirements and company demands
  • Ensuring that emails are responded to in a timely manner
  • Overseeing online reviews and responding to these as well as managing Reviewpro
  • Ensuring that all keys are accounted for
Person specification and Experience required: 
  • Friendly, professional and helpful attitude
  • Able to use a computer and familiar with various software
  • Organized and should be able to multitask
  • Has a love for dealing with clients and excellent people skills to lead and manage a team
  • Able to handle tough and challenging situations calmly
  • Able and willing to work flexible and adaptable hours as and when required by business demands, across all Marlin locations
  • Has a good level of English both written and verbal
  • Has the confidence to lead and influence others, will lead by example
  • Embodies the Marlin brand and ensure high standards are kept within the team


  • Required experience: hotel reception: 1 year
To apply for this job please email us a cover letter and your most up-to-date CV.

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