Guest Services Supervisor
Mitie Location: Gunwharf Quays, Portsmouth Contract type: full-time Pay: £13.82 per hour Closing Date: Closing Date:
Key purpose
The Guest Services Supervisor oversees daily front-line guest services operations, ensuring a high standard of customer service and satisfaction. This role supervises a team of Guest Service Hosts, manages guest concerns, supports team training and development, and ensures smooth service delivery in line with company standards and policies.
Responsibilities
* Supervise, schedule, and support guest services staff to ensure smooth operations.
* Provide coaching, guidance, and performance feedback to team members.
* Lead by example in delivering exceptional guest experiences.
Guest Experience
* Handle and resolve guest inquiries, complaints, and escalations in a professional and timely manner.
* Ensure a welcoming, clean, and safe environment for all guests.
* Monitor service delivery to ensure high satisfaction and consistency.
Operational Management
* Oversee the day-to-day functions of guest services including sign-in/sign-out, information desks, reception, concierge services.
* Maintain accurate records of guest interactions and report trends or recurring issues.
* Coordinate with other departments (e.g., housekeeping, security, maintenance) to ensure seamless service.
Training & Compliance
* Assist with onboarding and continuous training of guest services staff.
* Ensure compliance with health and safety, privacy, and company operational policies.
Reporting & Administration
* Prepare shift reports, track team performance, and assist with administrative tasks as needed.
* Support management in reviewing and improving guest services processes.
Requirements
* Proven experience in a customer service or guest-facing supervisory role.
* Strong leadership, communication, and conflict-resolution skills.
* Ability to manage multiple tasks and work well under pressure.
* Proficient in using customer service software.
* Flexibility to work various shifts, including weekends, evenings, and holidays.
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