Front Office Supervisor

Company Description

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

To support the seamless, elegant, and highly personalised operation of the Front Office at Fairmont Cheshire The Mere. The Front Office Supervisor ensures every guest arrival, departure, and interaction reflects the sophistication and warmth of Fairmont service. Through confident leadership, exceptional attention to detail, and a commitment to anticipatory hospitality, this role upholds the highest standards of luxury while guiding the team to deliver consistently exceptional guest experiences.

Job Description

• Deliver a refined, welcoming, and polished arrival experience that embodies Fairmont’s luxury standards
• Supervise daily Front Office operations, ensuring smooth check‑ins, check‑outs, and lobby flow
• Support the Front Office Manager in leading, coaching, and developing the reception team
• Maintain a strong, visible presence in the lobby, offering assistance and anticipating guest needs
• Handle guest enquiries, concerns, and service recovery with professionalism and discretion
• Oversee daily shift procedures, ensuring accuracy in billing, cashiering, and room allocations
• Coordinate with Housekeeping, Guest Relations, Spa, and F&B to ensure seamless communication and guest satisfaction
• Monitor VIP arrivals, special requests, and personalised preferences to elevate the guest journey
• Conduct shift briefings to share operational updates, VIP information, and service priorities
• Ensure all Front Office colleagues uphold Fairmont grooming, communication, and service standards
• Maintain accuracy of guest profiles, preferences, and loyalty programme engagement
• Support training initiatives to enhance service culture and operational excellence
• Assist with rota planning, task delegation, and team scheduling
• Ensure compliance with health, safety, and security procedures in line with UK legislation
• Maintain a high level of product knowledge, including room categories, hotel facilities, and local area insights
• Uphold Fairmont’s brand values in every interaction, fostering a warm and sophisticated guest environment

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Qualifications

• Minimum 1–2 years’ experience in Front Office or luxury hospitality
• Previous supervisory or team‑leading experience desirable
• Strong communication and interpersonal skills with a polished, professional presence
• Experience with hotel systems such as Opera PMS preferred
• Excellent organisational skills and meticulous attention to detail
• Strong problem‑solving and service‑recovery abilities
• Confident handling billing, payments, and guest accounts
• Understanding of UK hospitality standards, health & safety, and GDPR requirements
• Additional languages advantageous for an international clientele

Additional Information

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people