A passion for coffee and people is just the start of what we are looking for. The Supervisor Plus role is new to Butlin's and presents an amazing opportunity. This individual will be the main point of contact for the team during their working day and the hands‑on operational driver of success.
Reporting to the Manager, the Supervisor Plus will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that they are in the right place at the right time to manage fluctuating guest demand while keeping operational standards and guest experience high.
The Supervisor Plus will cover accommodation primarily on intake days (Monday and Friday) and will work flexibly across departments where needed for the remainder of the week, focusing attention where standards are high and guests receive an amazing experience.
Responsibilities
* Ensure team are working effectively on all key tasks and objectives, with responsibilities varying by department.
* Coach the team to deliver key targets, such as retail upselling.
* Take responsibility for CAFF audits in accommodation and other departmental audits based on area.
* Drive add‑on sales and promotions where appropriate.
* Ensure stock/proposition is available for guests.
* Monitor consistent delivery of a quality guest experience in line with brand/venue guidelines.
* Capture and act on guest feedback, monitoring NPS.
* Develop and coach the team to meet departmental plans.
* Champion Butlin’s Values and Leadership Behaviours, focusing on RPRPRT in rota planning.
* Ensure communication from managers to teams is delivered and plans executed effectively.
* Build and maintain strong relationships across resorts and central support teams.
* Handle people support of the department, including onboarding, employee life‑cycle tasks, PDPs and performance management.
* Turn audits and observations into action, delivering front‑facing operational responsibility.
Supervisor Plus – CostaKey Focus Areas Outside of Accommodation
* 1. Championing Food Safety
Lead by example in consistently applying food safety and hygiene standards; ensure team follows procedures, including allergen management, temperature checks, and cleaning cycles; support compliance checks throughout service and act swiftly on any issues.
* 2. Delivering a Warm, Welcoming Experience
Ensure every guest receives a friendly, engaging welcome and a relaxed, family‑friendly environment; resolve concerns quickly and confidently, maintaining a problem‑solving mindset.
* 3. Coaching & Developing the Team
Provide on‑shift coaching, develop capability in engaging guests, support new members with structured introductions, encourage continuous improvement.
* 4. Driving Upselling of Starters & Desserts
Coach team to recommend starters, desserts, and add‑ons; reinforce product knowledge; share daily focus items or specials.
* 5. Increasing Wet Sales
Drive wet sales by ensuring drinks orders are taken quickly when seating guests; coach opening conversations with drink suggestions; monitor service flow during peaks.
* 6. Effective Checkbacks
Ensure timely, meaningful checkbacks to confirm guest satisfaction; empower team to solve issues early; use checkbacks to reinforce upselling.
* 7. Celebrating Success
Recognise great performance, share wins across shifts, and create an environment where team members feel valued.
Key Performance Indicators (KPIs)
* Audits completed in accommodation & other departments
* Team training compliance across departments
* Health, Safety & Compliance Audits
* Guest NPS & Feedback
* Improved ENPS
* Retail spend and upselling effectiveness
* Right People, Right Place, Right Time in all key areas
Skills, Knowledge & Expertise
* Excellent leadership skills with the ability to coach and support team in delivering key objectives.
* Strong attention to detail to support audit/observation activity.
* Experience of being guest/customer facing and handling a range of queries and complaints.
* Experience generating new opportunities through sales, promotions and initiatives.
* Experience working with a multi‑skilled team across areas based on guest demand.
* Demonstrable experience leading teams to success, including proficiency in managing performance, coaching, delivering training, and setting standards.
* Excellent communication skills at all levels.
* Ability to manage multiple priorities and adapt quickly to changing requirements.
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