Overview
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 ensure that standards are checked and compliance is high across the department. They are 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 carried out by the team and that the team 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 we need to ensure standards are high and guests receive an amazing experience. The Monday and Friday requirement in accommodation is the minimum, but the Supervisor Plus may support outside of these days based on operational requirements. You will support and coach the team to deliver a great experience and drive key targets such as add-on sales or promotions.
Key Accountabilities
* Be the operational hands-on person, ensuring that the team are working effectively on all key tasks and objectives. This will vary based on the department you are based in.
* Coach the team to deliver key targets linked to the department (e.g., retail upselling).
* Responsible for CAFF audits in accommodation and for other departmental audits based on the area (e.g., sales targets, perfect serve).
* Drive add-on sales and promotions where appropriate.
* Ensure all stock/propositions are available for guests.
* Monitor consistent delivery of a quality guest experience in line with brand/venue guidelines.
* Capture guest feedback and monitor Net Promoter Score (NPS); take action where possible.
* Coach and develop the team to ensure departmental plans are met.
* Be a champion of Butlin’s Values and Leadership Behaviours.
* Ensure focus on Right People, Right Place, Right Time (RPRPRT) when rotering staff.
* Champion communication in the area; ensure key communications are delivered from Managers to teams and that plans are executed effectively.
* Build and maintain relationships across the resort, other resorts, and Butlins central support teams.
* Manage people tasks for the department as required, including onboarding and lifecycle activities (PDPs, performance management, required training, and formal HR processes).
* Act as front-facing, operationally responsible for turning audits and observations into action.
Role Details: Focus Areas Outside Accommodation
The Supervisor Plus supports operational excellence within Buffets, Bars & Shops, Restaurants & QSRs, Splash (Pool), Sports & Activities, and other resort areas as applicable. The following sections outline core expectations and focus points for each area.
Buffets
* Food Safety Champion: lead by example, maintain high food safety and hygiene standards, ensure procedures are followed, support compliance audits, and address issues promptly.
* Warm, Welcoming Dining Experience: greet guests, maintain a family-friendly environment, resolve queries promptly with empathy and professionalism, and role-model service standards.
* Bay Replenishment & Food Quality: oversee timely replenishment, coordinate with kitchen for quality, anticipate busy periods, and maintain an appealing buffet presentation.
* Coaching & Developing the Team: provide on-shift coaching and training to uphold buffet standards.
Bars & Shops
* Coaching & Developing the Team; Driving Sales & Spend Per Head (B-Serve, suggestive selling, RPRPRT).
* Reducing Queues & Dynamic Deployment: monitor guest flow and reallocate staff as needed.
* Stock Practices: maintain stock control and rotation, reduce waste, and monitor variances.
* Brand Standards: ensure open/close procedures and overall presentation meet resort standards.
Restaurants & QSRs
* Food Safety Champion
* Warm, Welcoming Dining Experience
* Coaching & Developing the Team
* Driving Upselling of Starters & Desserts
* Increasing Wet Sales
* Effective Checkbacks and Celebrating Success
Splash – Pool
* Pool Operations: supervise day-to-day pool operation in line with health, safety, safeguarding; lifeguard coverage.
* Team Leadership: supervise lifeguards, provide coaching, and manage staffing.
* Health & Safety: ensure compliance with safety standards, perform routine checks, manage incidents, maintain records.
* Guest Experience & Splash Standards: deliver friendly service, maintain cleanliness, and coordinate with maintenance on issues.
Sports & Activities
* Activity Programme Delivery
* Team Supervision
* Guest Experience
* Health & Safety
* Facilities & Equipment
KPIs
* Audits completed in accommodation and other departments
* Team training compliance across departments
* Health, Safety & Compliance Audits
* Guest NPS & Feedback
* Employee Net Promoter Score (ENPS) improvement
* Retail spend; stock processes and coaching for upselling
* Right People, Right Place, Right Time across key areas
Qualifications & About You
* Excellent leadership and coaching abilities with the capability to support key objectives.
* Strong attention to detail for audit/observation activities.
* Experience in guest-facing roles and handling a range of queries or complaints.
* Experience generating opportunities through sales, promotions, or initiatives.
* Experience working with multi-skilled teams across different areas based on demand.
* Proven experience leading teams to success, including performance management, coaching, and training; able to set and model standards.
* Effective communication across all levels; multi-priority adaptability.
* NPQL or equivalent qualification; previous pool environment experience; strong knowledge of pool safety.
Note
There has never been a more exciting time to join Butlin’s.
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