Front Office Supervisor
Location: Emirates Old Trafford, Manchester, M16 0PX
Salary: Competitive
Employment Type: Full Time, Permanent
About Us
Hilton Garden Inn at Emirates Old Trafford is a truly unique hotel, set within one of the UK’s leading multi-purpose sporting and entertainment venues - the home of Lancashire Cricket.
With 250 bedrooms, including 140 pitch-facing rooms, the hotel offers guests an unforgettable experience, whether they are visiting for international cricket, a major concert, a conference, or a special event. Our restaurant and bar overlook the iconic pitch, creating a standout setting for breakfast, dinner, and drinks. As part of the wider Emirates Old Trafford venue, the hotel sits alongside award-winning conference and events facilities and plays a key role in delivering world-class hospitality across a busy calendar of high-profile events.
Joining our team means becoming part of something bigger than a hotel. You will be working at the heart of a thriving cricket, concert, conference, and events destination, where no two days are the same.
The Opportunity
As Front Office Supervisor, you will play a key role in leading and supporting the Front Office team to deliver a consistently high standard of guest service in line with company standards.
Working closely with the Front Office Manager, you will help ensure the team is well-prepared, informed, and confident in creating an exceptional guest experience from check-in through to check-out. You will provide day-to-day leadership, guidance, and support to the team, helping to maintain smooth front office operations.
You will also act as Duty Manager in the absence of Hotel Senior Management, taking responsibility for the hotel operation and ensuring guests and team members are supported at all times.
What You’ll Be Doing
- Supporting the Front Office Manager with the day-to-day running of Front Office operations.
- Leading the front desk team to deliver a smooth and welcoming check-in and check-out experience.
- Ensuring high standards of guest service, product quality, and brand compliance are maintained at all times.
- Meeting and greeting guests, responding to enquiries, requests, and issues in a friendly and timely manner.
- Managing daily front desk tasks, checklists, room inventory, availability, systems, policies, and procedures.
- Seeking guest feedback, resolving complaints, and identifying opportunities to improve the guest experience.
- Maximising room occupancy and revenue through best-rate selling, up-selling, and promotion of hotel services and facilities.
- Ensuring team members are up to date on hotel products, services, facilities, events, pricing, policies, and local area knowledge.
- Supporting recruitment, onboarding, training, meetings, audits, Hilton Honors enrolments, and upselling initiatives.
- Monitoring CCTV and fire life safety panels, liaising with Security, Fire Teams and Emergency Services, and supporting with car parking or barrier issues when required.
What You’ll Bring
- Previous experience supervising a Front Office team within a 4-star branded hotel.
- Strong knowledge of hotel property management and Front Office systems.
- Excellent organisational and administrative skills.
- A high level of IT confidence and the ability to use systems effectively.
- The ability to work well under pressure in a busy, fast-paced environment.
- A genuine commitment to delivering exceptional customer service.
- A positive attitude with excellent communication and interpersonal skills.
- A resilient, accountable approach with the confidence to take ownership.
- The ability to motivate, support, and manage a team effectively.
- A confident telephone manner and excellent personal presentation standards.
What We Offer
At Lancashire Cricket, we take pride in our people and are committed to creating a supportive, inclusive and rewarding workplace. Our benefits package is designed to support wellbeing, flexibility, and development at every stage of your career.
Wellbeing & security
- Enhanced pension scheme
- Life assurance scheme
- Health Cash Plan covering everyday healthcare costs (including optical and dental)
- Confidential on-site counsellor
Work-life balance
- Enhanced annual leave, increasing with length of service
- Annual leave purchasing scheme
- Flexible working arrangements, including hybrid working and TOIL (where role requirements allow)
Family & life moments
- Enhanced maternity, adoption and paternity pay
- Additional paid leave including birthday leave, grandparent leave, pet adoption leave, and moving house leave
Development & community
- One paid volunteer day each year
- Up to five personal development days annually
- Career break opportunities (subject to eligibility)
Being part of Lancashire Cricket
- Two Lancashire Cricket Club memberships
- Staff discounts across on-site retail, the Club shop, Caffè Nero and Hilton Garden Inn
- Regular team events and colleague recognition awards
Safeguarding Statement
Lancashire Cricket Club is committed to safeguarding and promoting the welfare of children, young people, and adults at risk. We expect all colleagues to share this commitment and to support a culture where safeguarding is everyone’s responsibility. Lancashire Cricket proudly agrees to, and abides by, the ECB Safe Hands Policy.
For roles involving regulated activity or contact with children, young people, or adults at risk, Lancashire Cricket operates safer recruitment processes. This includes the requirement to complete the appropriate level of ECB DBS clearance before employment can commence, if this role is classified as a regulated activity.
Equal Opportunities
We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation, and we are committed to providing new opportunities and striving for greater diversity. We welcome applications from all ages and backgrounds.
It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the communities we serve across the North-West. In line with Sport England Guidance, we welcome applications from individuals with the appropriate skills and experience that can contribute to improving diversity of representation and thinking across the Club.