Front Office Supervisor Posted Cricket St Thomas

Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.

Warner Hotels are recruiting for a Front Office Supervisor
. In this role, you will manage the reception team with warmth and professionalism to ensure an exceptional guest experience from arrival to departure. You will anticipate guest needs, resolve challenges calmly, and maintain seamless cross‑department communication. We look for continuous improvement to elevate service delivery and foster a supportive, collaborative culture where your team thrives.

• Act as the on‑shift leader across the department.
• Monitor operational standards and efficiency in all areas.
• Coordinate with department managers to resolve issues promptly.

• Serve as the main guest contact during the shift.
• Handle queries, complaints, VIPs, and special requests professionally.
• Maintain visibility in public areas to support engagement and satisfaction.
• Provide on‑shift support and guidance to teams across all departments.
• Motivate teams and lead by example with a positive, collaborative approach.

• Ensure adherence to H&S regulations, hygiene standards, and company policies.
• Act as the person responsible for emergency procedures, fire safety, and first aid.
• Complete incident reports and elevate as needed.
• Ensure correct cash handling and billing processes.
• Support cost control while protecting guest experience.

• Conduct thorough shift handovers to ensure smooth continuity.
• Prepare shift reports on key events, feedback, and challenges.
• Communicate urgent matters to senior leadership promptly.

• Liaise with organisers and internal teams to ensure requirements are met.

• Take decisive action during emergencies or unexpected issues.
• Coordinate teams to minimise disruption and ensure guest safety.

• Front Office operations and hospitality service standards.
• Guest experience principles and complaint resolution techniques.
• Hotel systems (iStay, Maestro) and GDPR/PCI compliance.
• Health & safety, fire safety, and compliance requirements.
• Ability to lead and motivate guest‑facing teams effectively during shift.
• Strong communication, organisation, and time‑management skills and the ability to coordinate multiple departments simultaneously.

At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

Cricket St Thomas, TA20 4DD
, United Kingdom