Description
The Supervisor Plus is a new role within Butlin’s that serves as the main point of contact for the team during the working day. The incumbent ensures high standards of compliance and operational success across the department, reports to the Manager and drives daily operational plans. The role includes core responsibilities in accommodation, with a minimum requirement to cover intake days on Monday and Friday, and flexible coverage across other departments to support guest experience and operational standards.
Accountabilities / Responsibilities
* Operate hands‑on to keep the team effective on key tasks and objectives.
* Coach the team to meet key targets linked to the department, e.g., retail upselling.
* Manage CAFF audits in accommodation and other departmental audits as required.
* Drive add‑on sales and promotions where appropriate.
* Ensure all stock/proposition is available for guests.
* Maintain quality guest experience in line with brand and venue guidelines.
* Capture and act on guest feedback, including NPS monitoring.
* Develop and coach the team to meet departmental plans and leadership behaviours.
* Champion Butlin’s values and RPRPRT principles in rota planning.
* Communicate between Managers and teams to deliver plans effectively.
* Build relationships across the resort, other resorts and central support teams.
* Oversee people tasks from onboarding through the employee life cycle.
* Translate audits and observations into actionable improvements.
Key Focus Areas Outside of Accommodation
Supervisor Plus – Buffets
1. Food Safety Champion
o Maintain highest standards of food safety and hygiene.
o Ensure temperature checks, allergen management, safe handling and cleaning routines.
o Support compliance audits and address risks promptly.
2. Creating a Warm, Welcoming Dining Experience
o Greet guests with a friendly, personalised welcome.
o Maintain a comfortable, family‑friendly environment.
o Resolve guest queries promptly with empathy and professionalism.
o Model exceptional service standards to the team.
3. Bay Replenishment & Food Quality
o Replenish food bays promptly to keep hot and cold items available.
o Ensure portions, presentation and temperature meet quality expectations.
o Adjust staffing and flow to avoid delays or shortages.
o Keep buffet visually abundant, clean and appealing.
4. Coaching & Developing the Team
o Offer on‑shift coaching to build confidence and capability.
o Provide constructive, timely feedback focused on performance and behaviour.
o Support training of new starters on buffet standards, guest interaction and food safety.
o Foster a positive team culture where everyone feels valued.
Supervisor Plus – Bars & Shops
1. Coaching & Developing the Team
o Deliver coaching conversations focused on service confidence and brand standards.
o Develop team sales behaviours such as upselling, cross‑selling and product knowledge.
o Create a motivating, supportive environment for engagement and results.
2. Driving Sales & Spend Per Head
o Maximise Spend Per Head through platform support and suggestive selling.
o Apply the RPRPRT philosophy to ensure guests receive timely service.
o Share best practice and celebrate sales successes.
3. Reducing Queues & Dynamic Deployment
o Monitor guest flow and reposition staff proactively.
o Reduce queues by adjusting roles at peak times.
o Support agile, guest‑led service delivery.
4. Good Stock Practices
o Maintain stock control and prevent overstocking.
o Ensure accurate rotation, waste reduction and compliance.
o Work with leadership to monitor and improve stock habits.
5. Operating in Line with Brand Standards
o Adhere to brand standards for opening, operating and closing.
o Maintain a safe, clean, well‑presented environment.
o Carry out on‑shift checks for compliance and guest satisfaction.
Supervisor Plus – Restaurants & QSRs
1. Championing Food Safety
o Apply food safety and hygiene standards consistently.
o Ensure allergen management, temperature checks and cleaning cycles.
o Act swiftly to address compliance issues.
2. Delivering a Warm, Welcoming Dining Experience
o Offer a friendly, engaging welcome at each table.
o Create a relaxed, family‑friendly atmosphere.
o Resolve concerns quickly with a proactive mindset.
o Model exceptional service to the team.
3. Coaching & Developing the Team
o Support floor management, guest interaction and service flow.
o Develop confidence in guest engagement and anticipation.
o Provide structured introductions for new team members.
o Encourage continuous improvement and positivity.
4. Driving Upselling of Starters & Desserts
o Encourage natural recommendations of starters, desserts and add‑ons.
o Reinforce product knowledge for confident guest guidance.
o Highlight daily focus items or specials to boost sales.
o Celebrate successes to motivate the team.
5. Increasing Wet Sales
o Ensure prompt drink ordering and prompt service.
o Coach conversation starters for drinks suggestions.
o Support swift beverage service during peaks.
6. Effective Checkbacks
o Conduct meaningful checkbacks to confirm satisfaction.
o Use checkbacks to resolve issues and reinforce upselling.
7. Celebrating Success
o Recognise great performance to build a positive culture.
o Share wins across shifts for consistent excellence.
o Show appreciation for team contributions.
Supervisor Plus – Splash
1. Pool Operations
o Supervise daily pool operation and leisure facilities.
o Ensure health, safety and safeguarding procedures are followed.
o Maintain lifeguarding coverage at all times.
o Support pool activities and guest experiences.
2. Team Leadership
o Coach lifeguards and pool team members during shifts.
o Provide guidance, coaching and training.
o Allocate duties and ensure adequate staffing.
o Recruit, onboard and manage performance as needed.
3. Health & Safety
o Adhere to safety legislation and industry standards.
o Conduct routine safety checks.
o Respond to emergencies following action plans.
o Maintain accurate records of tests and incidents.
4. Guest Experience
o Create a friendly, welcoming environment.
o Assist guests with queries and safety.
o Handle feedback or concerns professionally.
o Promote a positive, family‑friendly atmosphere.
5. Splash Standards
o Maintain cleanliness and presentation of the pool area.
o Ensure equipment is safe, maintained and stored.
o Collaborate with maintenance on technical issues.
Supervisor Plus – Sports & Activities
1. Activity Programme Delivery
o Plan and deliver diverse sports and activities for all ages.
o Supervise sessions and maintain safety standards.
o Encourage participation and create inclusive, enjoyable experiences.
2. Team Supervision
o Supervise activity team members and allocate daily tasks.
o Provide coaching, guidance and training.
o Recruit and onboard new team members and manage performance.
3. Guest Experience
o Deliver exceptional service and promote activities.
o Respond to queries, feedback and complaints professionally.
o Create vibrant atmosphere during activities and events.
4. Health & Safety
o Ensure activities comply with safety procedures and risk assessments.
o Perform equipment safety checks and maintain standards.
o Manage incidents and accidents per resort procedures.
o Follow safeguarding procedures for children and families.
5. Facilities & Equipment
o Maintain sports equipment and activity areas.
o Store equipment safely and ensure availability.
o Report and resolve facility issues with maintenance.
KPI & Performance
* 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.
About You – Qualities & Experience
* Excellent leadership and coaching skills.
* Attention to detail for audit and observation activities.
* Guest‑facing experience with handling queries and complaints.
* Experience driving sales, promotions or new initiatives.
* Ability to work with multi‑skilled teams across the business.
* Leading teams to success: performance management, coaching, training, and setting standards.
* Strong communication across all levels.
* Adaptability and ability to manage multiple priorities.
Specific Requirements
* NPQL or equivalent qualification for Splash teams.
* Previous experience in a swimming pool environment.
* Strong pool safety knowledge.
* Experience in sports, leisure or activity environments for Sports & Activities role.
Equal Opportunity
We are an equal opportunity employer and welcome applications from all backgrounds.
#J-18808-Ljbffr