Guest Services Supervisor

The Four Points Express by Sheraton London Euston located in the heart of Euston, will be the first of its kind in the UK, providing unparalleled convenience for both business and leisure travellers. Whether for work or leisure, our guests are busy and on the move. They need a comfortable and affordable place to rest and recharge. At Four Points Express by Sheraton, we treat the basics with the importance they deserve, delivering a friendly, efficient, and reliable experience so our guests can relax about their stay. We make it effortless.

We believe that an efficient, clean, and affordable space is vital to making every trip a success. With the prime location, modern accommodation, and exceptional service, the Four Points Express by Sheraton London Euston follows brand values of convenience, honesty, assurance, and peace of mind for all our patrons.

We're confident that you and our guests will share memorable moments and assure you of an unforgettable journey with us.

Job Description

As a Guest Service Supervisor, you’re at the heart of the hotel operations supporting the Reception and the Food and Beverage department. You’re a true versatile supervisor and are able to adapt to changing business needs. You will support and drive the daily operations as well as supporting the Guest Service Manager in creating an engaging and supportive atmosphere.

What We Offer

We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.

All Marriott Employee Benefits.
Apprenticeship programmes available.
Learning and Development Opportunities are available through our Leadership Development Programmes
20% discount for food and beverage including in-room dining at participating hotels worldwide. Food and beverage discount may not be available at some hotels or on certain holidays.
Uniform provided.
24/7 Employee Assistance Programme for you and your family.
Giving you access to counselling services, physical wellbeing & financial aid.
28 holiday days (pro rata for part-time).
Automatic Enrolment into a workplace pension scheme.

About Us

The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.

Role in our Family

Reception:
- Oversee daily front desk operations, ensuring smooth check-ins and check-outs.
- Act as the first point of contact for escalated guest inquiries, requests, and complaints.
- Support and guide front office team members to deliver exceptional guest service.
- Monitor and ensure the cleanliness and organization of the reception and lobby areas.
- Assist in training team members on hotel standards, procedures, and guest service.
- Ensure guest requests and preferences are communicated effectively to relevant departments.
- Maintain and review guest feedback logs, addressing any concerns and escalating issues as needed.
- Promote Marriott Bonvoy membership, assisting team members in engaging guests.
- Support the Guest Service Manager with responding to Guest satisfaction surveys, departmental meetings and any engagement activities

F&B Operations:
- Supervise the setup and maintenance of the breakfast buffet, ensuring quality and presentation align with Marriott standards.
- Support the F&B team during service to provide a seamless guest experience.
- Monitor food safety and hygiene practices, ensuring compliance with regulations.
- Conduct regular checks on buffet replenishment and food quality.
- Assist in training team members on food handling and hygiene protocols.
- Ensure the cleanliness of restaurant areas, including tables and service stations.
- Assist with stock control, placing orders for F&B supplies as needed.
- Address guest feedback and escalate any concerns to management.

Team leadership:
- Support the Guest Service Manager with all new starters induction plans including, systems training, property familiarisation, compliance etc.
- Give feedback to Guest Service Manager to support with the probationary/review process of the new starter/team member.
- Ensure that the Guest Service Team is operating in line with the required Marriott standards.
- Support the Guest Services Manager with the development of the GSA team.
- Actively support employee engagement initiatives, building a cohesive and motivated team.
- Support the Guest Services Manager in with employee relations issues that may occur within the department with the support of the Regional People team.
- Undertaking Duty Management shifts and supporting the Senior Hotel Management team.
- Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience.

What Happens Next

Does this Role suit your skillset? Apply now, this takes a second, you’ll need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, and your experience and let us tell you more about the Splendid Hospitality Group. The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.