Job Overview
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Mitie has an exciting opportunity for a driven and dedicated individual to join our Guest Services Signature Team as a **Guest Services Supervisor**. Based at York Roc, this role will oversee and support the Guest Services team while ensuring exceptional service delivery to one of our prestigious clients. Please note this is a permanent position.
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**Your Responsibilities:**
**Service Excellence:**
- Supporting the achievement of Key Performance Indicators (KPIs).
- Driving service standards and ensuring consistent delivery.
- Providing training to the team on company standards (Standard Operating Procedures - SOPs).
- Leading by example to establish operational excellence within the team.
**Strategy:**
- Helping team members align their objectives with strategic goals.
- Recognising and executing opportunities for innovation and improvement.
- Managing on-site projects and meeting key milestones.
- Assisting line management with wider business initiatives.
- Continuously embedding a culture of progress and innovation.
**QHSE & Wellbeing:**
- Investigating hazards, incidents, or close calls reported by the team.
- Carrying out Risk Assessments in collaboration with your team.
- Delivering toolbox talks and communicating safety-related updates.
- Promoting health and wellbeing within the team.
**People & Productivity:**
- Overseeing the full lifecycle of employment, including recruitment, onboarding, and induction.
- Managing performance and development through one-to-one meetings, PDPs, training sessions, and reviews.
- Ensuring effective time management within the team and addressing absences, ensuring coverage in line with SLAs.
- Nurturing strong team morale and leading proactively.
**Innovation:**
- Encouraging adoption of innovative practices across the site.
- Addressing operational concerns and consulting with your Line Manager when needed.
**Finance & Commercial Awareness:**
- Monitoring budgets and costs associated with uniforms, travel, training, and absence cover.
- Liaising with line management regarding potential financial risks.
**Engagement & Communication:**
- Driving team engagement through initiatives and reward programmes.
- Promoting internal communications and maintaining alignment with company values.
- Organising team meetings and submitting performance updates to line management.
**Client Relationship:**
- Acting as the key point of contact for our clients and stakeholders.
- Incorporating team involvement in client initiatives.
- Supporting client objectives and values in collaboration with management.
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**Main Duties:**
- Supervise Front of House operations within York Roc and across additional sites in Eastern Region. Must be comfortable with some travel.
- Drive a customer excellence culture and build professional relationships with key stakeholders.
- Coordinate with service lines, contractors, clients, and guests.
- Perform audits and inspections to track and improve performance.
- Support site cover arrangements during unplanned absences.
- Manage financials, including timesheets, expenses, and leave cover.
- Ensure the Front of House team adheres to and regularly reviews SOPs.
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**Experience & Skills:**
We're looking for candidates who bring:
- 2+ years' experience in customer service roles (such as Reception, Hospitality, or Administration).
- A proven track record of leadership and team management.
- A full driving licence, with flexibility to travel across York, Doncaster, Leeds, and Peterborough.
- Strong communication skills and proficiency in MS Office tools (Outlook, Word, Excel, PowerPoint).
- Ability to engage confidently with individuals at all levels.
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**Desired Qualifications:**
Although not essential, an IOSH Certificate would be advantageous.
Applicants should hold A-Level qualifications (or equivalent).
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**Health & Safety Responsibilities:**
- Adhering to Mitie's policies and procedures at all times.
- Using work equipment and PPE safely and correctly.
- Reporting deficiencies, risks, or training needs to your Line Manager.
**Join Mitie's Signature Team:**
If you're passionate about guest services, driving standards, and fostering innovation, we'd love to hear from you!
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .