Overview
Guest Services Supervisor – York Roc
Location: York Roc
Hours: Monday to Friday, 40 hours per week
Contract: Permanent
You will lead the Guest Services team, delivering top-tier customer service for a prestigious client, with occasional travel to other sites in the Eastern Region.
Responsibilities
* Your Role and Responsibilities
o Deliver Outstanding Service
o Ensure Key Performance Indicators (KPIs) are consistently met.
o Drive service standards, ensuring the team follows Standard Operating Procedures (SOPs).
o Provide training and lead by example to establish service excellence
o Work with the Social Values Champion team
o Take part in the Signature newsletter alongside other Guest Services colleagues
* Strategy And Innovation
o Align team objectives with company goals.
o Identify and implement improvements and innovative practices.
o Support on-site projects and wider business initiatives.
* Health, Safety, And Wellbeing
o Investigate potential hazards and incidents.
o Deliver toolbox talks and conduct risk assessments.
o Promote a culture of health and wellbeing within the team.
* People Management
o Take charge of recruitment, induction, and ongoing development of the team.
o Oversee performance reviews and professional development plans.
o Manage absences, ensuring service coverage in line with service level agreements.
o Nurture team morale and proactively motivate your colleagues.
* Finance And Commercial Awareness
o Track budgets for uniforms, travel, training, and absence cover.
o Highlight potential financial risks and liaise with your Line Manager appropriately.
* Engagement And Communication
o Drive team engagement through reward programmes and initiatives.
o Promote clear team communications aligned to company values.
o Host regular team meetings and share updates with management.
* Client Relationships
o Act as the main point of contact for clients and stakeholders.
o Build strong professional relationships that support client objectives.
* Additional Duties
o Support Guest Services across York Roc and other Eastern Region sites as needed.
o Build relationships with stakeholders, contractors, and guests while maintaining a culture of customer excellence.
o Conduct audits and inspections, identifying solutions to refine service delivery.
o Manage site cover during unplanned absences.
What We're Looking For
* Experience & Skills
o Minimum of 2 years' experience in customer service roles (e.g. reception, hospitality, administration).
o Proven leadership and team management skills.
o Comfortable travelling to sites in York, Doncaster, Leeds, Derby, Huddersfield. Full UK driving desirable but not essential.
o Excellent communication skills and proficiency in Microsoft Office tools (Outlook, Word, Excel).
* Desirable Qualifications
o An IOSH Certificate would be advantageous but not essential.
o Candidates should hold A-Level qualifications (or equivalent).
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you require adjustments during the recruitment process, please contact us.
About Mitie
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team. Together our diversity makes us stronger.
Apply today to begin your career as a Guest Services Supervisor!
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: Facilities Services
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