Location
London

Hours
Full Time (hours not specified)

Salary
Negotiable

About the Role
The Mercure London Earls Court hotel is a newly renovated property in Southwest London, featuring 508 bedrooms across two Accor brands: Ibis (226 rooms) and Mercure (282 rooms). The hotel includes the versatile London Suite ballroom, which can be divided into nine meeting rooms or combined to host events up to 1200 guests. The F&B outlets, created by PARIS SOCIETY, include Barnaby’s Kitchen and Barnaby’s Lounge Bar, ideal for social events and private functions.

As Front Office Supervisor, you will handle all guest enquiries and reservations efficiently and professionally, supporting the reception team to ensure guests enjoy a memorable stay. You will be responsible for daily front office operations including accepting and entering individual and group reservations, resolving guest complaints, supervising front cashiers, controlling hotel duty keys and floats, and supporting the Front Office team.

Key responsibilities include training front office employees, greeting and escorting VIP guests, ensuring courteous reception service, enforcing department policies and procedures, managing cash/credit and accounting processes, and communicating updated hotel information effectively. You will also induct new staff, use guest feedback to improve service, and actively promote hotel facilities and special offers.

The role requires a positive, customer-focused approach to deliver impeccable service and contribute to the hotel’s success.

Additional Information
Employee benefit card with discounted rates at Accor worldwide
Free meal breaks on duty
Complimentary stays in UK and Northern Ireland
Friends & Family discounts
50% food discounts in hotel restaurants
Pension scheme
Health insurance
Eye test vouchers
Staff uniforms provided
Learning programs through Accor Academies
Opportunities for career development locally and globally
Engagement in Corporate Social Responsibility initiatives such as Planet 2

Candidates must have the right to work in the UK.

Note: The Company reserves the right to amend this job description to reflect evolving business needs.

Experience
Proven working knowledge of front office operations and experience in supervising front office teams is essential. Experience in training and supporting staff is highly desirable.

About you
Customer-focused with excellent communication and interpersonal skills.
Ability to handle guest enquiries and complaints professionally and efficiently.
Strong leadership skills with the ability to motivate and support a team.
Positive problem-solving attitude.
Respectful and sensitive to cultural diversity.
Sales-oriented mindset to actively promote hotel services and facilities.
Reliable and able to maintain confidentiality and follow strict procedures.

Qualifications
Relevant hospitality or front office qualifications are advantageous but not mandatory.
Right to work in the UK is required.