Supervisor, Hospitality ​/ Hotel ​/ Catering, Guest Services

Description

“The world is yours with Meliá”

Joining Meliá is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. It's knowing that the world is yours - that you can elevate your career across countless destinations, all while being part of one warm, supportive, and passionate family.

Department: Front Office
Location: London, UK
Reports to: Front Office Manager / Reception Management Team
Salary: Competitive + Accommodation Service Charge

• Global career opportunities across more than 350 hotels
• Hotel discounts for you, your friends & family across the globe
• Company pension scheme
• Loyalty rewards & refer-a-friend bonus
• 28 days' holiday including bank holidays
• Access to Meliá's global e-learning platform for personal & professional development
• High-street savings through Perks at Work
• Meals on duty

As Reception Supervisor
, you will supervise the daily operation of Reception, ensuring exceptional service standards for VIP guests. You will support and guide the reception team on shift, ensure operational procedures are followed, and deliver a personalised, seamless experience aligned with Meliá brand standards.

• Supervise daily reception shifts, ensuring adequate desk coverage and smooth team organisation.
• Ensure all guests, VIPs, and The Level members are welcomed with courtesy and personalised attention.
• Oversee the execution of special requests for regular guests, VIPs, and group arrivals.
• Ensure full compliance with security, health & safety, fire, credit, and cash-handling procedures.
• Monitor room availability, over bookings, room moves, and Reserve Floor allocations in coordination with relevant departments.
• Maintain close communication with Housekeeping, Concierge, and other departments to deliver seamless service.
• Support the Reception Management team with training, implementation of new procedures, and coaching on service standards.
• Handle guest feedback and complaints promptly and professionally, escalating when required.
• Prepare and deliver thorough shift handovers, ensuring continuity between teams.

• Previous supervisory experience in Front Office or a luxury hospitality environment
• Strong leadership, communication, and organisational skills
• Excellent guest focus with a passion for personalised service
• Ability to manage teams on shift and maintain operational standards
• Strong attention to detail and problem-solving skills
• Fluency in English; additional languages are an advantage

At Meliá, our people are the heart of everything we do. Whether you're stepping into leadership or building on your expertise, you'll be part of a culture defined by respect, collaboration, and passion. From our newest talents to the most seasoned leaders, we are all Very Inspiring People — and that includes you.

We're proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive, accessible environment for all. At Meliá, we believe our differences make us stronger and fuel innovation. We are equally committed to sustainability, building a responsible present and a better future.

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Compensation:
Competitive salary