Front Desk Supervisor, The Savoy Hotel

The Savoy
is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leaders, and legends of the stage and screen. Today, we pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality.

Our award‑winning, colleague‑centric culture truly differentiates us in the luxury hospitality marketplace. We offer competitive salaries and benefits, along with outstanding career development opportunities globally within Fairmont.

Top Ten (Big Organisations) – Sunday Times Best Places to Work 2025

HR in Hospitality Awards 2025:

Excellence in Employee Experience

HR Team of the Year

HR Leader of the Year – awarded to our Director of People & Culture, Sally Webster

Institute of Hospitality Awards 2025

Talent Development Team of the Year

Job Title: Front Desk Supervisor

Department: Front Office

Inspired and Supported by: Reception Manager

Your purpose will be:

To support the FOH leadership to ensure consistency and excellence in service standards in the front office. To oversee the daily operation and to drive quality through support, development and training of the Guest Executives and Guest Experience Assistants.

Scope & purpose of the position:

The candidate will assist the Front Desk management team to coordinate, oversee and successfully accomplish all Reception related operations. The candidate will be responsible for blocking guest rooms and coordinating all room allocations and guest special preferences with Housekeeping, Food and Beverage, Communications, Engineering and other departments in order to achieve maximum customer satisfaction while complying with all The Savoy Hotel policies.

Special Requirements:

We are looking for an exceptional individual with Front Office experience at day and/or night. The candidate will require proven skills to liaise with different departments in order to achieve and exceed guest expectations. The Reception Coordinator must be “hands on” and provide the direction required to motivate the team and ensure the smooth, efficient and to standard operation of the department.

The candidate must have an excellent rapport and be a contact for our guests. Expertise in using Opera is required. Fluency in written and spoken English is required. A second language is preferred.

Your key responsibilities & contribution will be:

• Successfully coordinates the daily arrivals with all pertinent departments in the hotel (Housekeeping, Room Service, Engineering, any F&B outlet, PBX or any other area required) so that room allocations for all guests are accurate and that special requests and preferences are set prior to the guest arrival.
• Utilises a variety of computer systems (Hot Sos, Royal Services, Opera, Microsoft 365) to check guests in and out, run daily reports and select and block rooms for arriving guests.
• Manage the room inventory in order to best accommodate guests preferences while maximizing the revenue at the front office.
• Prioritises room allocations based on guest arrival times, utilising and communicating Queue rooms with Housekeeping, wait times and VIP or special attention status in order to create a smooth arrival and departure experience.
• Ensure effective execution of, VIP Limousine and group arrivals procedures.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager.
• Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all enquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Checks guest in and out in an efficient and friendly manner, using guest name whenever possible.
• Assures that guest is assigned type of room requested and the…