We are seeking a responsible, motivated, and experienced Supervisor to oversee daily operations and ensure team efficiency and productivity. The Supervisor will be responsible for managing a team, monitoring performance, enforcing company policies, and ensuring that all operational goals are met in line with organisational standards.
The role of a Guest Experience Supervisor is to embody this belief and to ensure that the Centre offers our guests superb experience consistently, whether it's for shopping, eating out, leisure or utilising our services such as gift card, Click and Collect and more. You will be involved in the day-to-day running of the Guest Service Desk and supporting the Guest Service Lead by supervising the team and reporting any issues.
You will need excellent phone skills and be efficient in responding to emails from guests and other departments within the Centre. On some occasions, you may work alone at the desk, so you must be confident and able to work under pressure. You will need to be well presented, enthusiastic, driven, and help create a positive work environment. You will be trained in all aspects of the role to ensure the guest experience remains a top priority.
You will also be aware of risk and compliance during daily operations, adhering to all policies and procedures, and undertaking any other reasonable duties to meet the needs of the business. Any concerns should be highlighted to the Manager.
Key Responsibilities:
1. Supervise and coordinate the activities of team members to ensure efficient workflow and productivity.
2. Monitor employee performance and provide constructive feedback and coaching.
3. Enforce safety and company policies, procedures, and standards.
4. Handle employee issues, conflicts, or complaints professionally and promptly.
5. Train new employees and support ongoing development for the team.
6. Monitor operational output to ensure quality and productivity targets are met.
7. Report on team performance, challenges, and progress to higher management.
8. Ensure compliance with all health and safety regulations.
9. Assist in developing and implementing process improvements.
Qualifications:
* Proven experience in a supervisory or leadership role.
* Strong communication, interpersonal, and organizational skills.
* Ability to lead by example and foster a positive team environment.
* Problem-solving skills and the ability to make decisions under pressure.
* Proficiency in basic computer applications (e.g., Microsoft Office, scheduling software).
Working Conditions:
* May require evening, weekend, or holiday work depending on operational needs.
Preferred Skills:
* Proven customer support experience.
* Microsoft skills.
* Supervisor experience.
Additional notes: Guest service supervisors should empathize with customers, advocate for them, and gather feedback through surveys. Problem-solving, troubleshooting, and maintaining high customer satisfaction are key. You will lead by example, inspiring your team to deliver warm, memorable service, creating a welcoming atmosphere that encourages guests to return. This role is built on care, confidence, and connection, making a meaningful impact on the guest experience and team morale.
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