Guest Service Supervisor - 40 Hours

The Stanwell Heathrow Hotel is a four-star boutique property situated in the historic village of Stanwell.

Perfectly located for business and leisure travellers alike with Windsor, Eton and Ascot Racecourse all within close proximity, and situated a 5-minute drive from Heathrow Airport.

The charming property features grounds and 53 contemporary rooms across the original Victorian house, the new wing and the converted stable block with a selection of rooms including its own private balcony or patio.

Job Description

We are looking for a passionate and people-focused Guest Services Supervisor to lead and support our Guest Services team in delivering an exceptional resident experience throughout every stage of their stay.

You’ll act as a key point of contact for both residents and team members, offering support, guidance, and practical leadership across all areas of operations. With your natural warmth, professionalism, and ability to multitask, you’ll help ensure the smooth day-to-day running of the property, while fostering a safe, welcoming, and respectful environment for all.

You’ll work closely with the Hotel Manager to uphold standards, coach colleagues, and drive a resident-first culture.

What We Offer

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people, and for those keen to develop you’ll have the opportunity to explore the business with various career options.

In addition, on offer:

Heavily discounted hotel stays and food & beverage discounts at Splendid Hotels.
Apprenticeship programmes available
Learning and Development Opportunities available through our Leadership Development Programmes
Uniform provided
24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services, physical wellbeing & financial aid.
Life Assurance
28 holiday days
Automatic Enrolment into a workplace pension scheme

About Us

Our hotel is currently providing exclusive use to the Government, housing residents who are seeking asylum in the UK. The life of every resident we care for is valuable, rich in history and have unique life stories. The team strive to work together and ensure the people who stay with us feel safe, happy and supported. The team are passionate and go above and beyond to help every resident live life to the full.

Role in our Family

Key Responsibilities

As a Guest Services Supervisor, you will:

• Lead, support, and supervise the Guest Services team to ensure consistently excellent service.
• Be the main escalation point for guest/resident concerns, resolving issues with empathy and professionalism.
• Oversee daily operations across reception, public areas, and food service zones—ensuring cleanliness, readiness, and safety at all times.
• Ensure the effective set-up and supervision of buffet service for mealtimes, following strict hygiene standards.
• Monitor staff performance, provide feedback, and conduct on-the-job coaching where needed.
• Maintain clear daily handover logs, and ensure effective communication between shifts and departments.
• Liaise with internal teams to ensure all guest needs are met efficiently and empathetically.
• Uphold security procedures and incident response protocols, ensuring resident safety is prioritised.
• Take ownership of stock levels and ordering for FOH supplies and cleaning products where required.
• Support onboarding and training of new team members, promoting a culture of kindness, responsibility, and teamwork.

This is not an exhaustive list but gives an insight to what is involved.

What Happens Next

Does this role suit your skill set? Apply now, this takes second, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid Hospitality Group.
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.