Role Purpose
The Leisure Supervisor ensures exceptional guest experiences across the pool, spa, fitness and activities, leading the team with confidence and genuine care. The position supports guest experience, resolves issues promptly, and ensures safety, compliance and operational efficiency throughout the shift. It provides leadership, coordination and decision‑making when department heads are not present, playing a key role in upholding brand standards and supporting commercial performance. This role ensures continuity, strong communication and effective crisis management to deliver a seamless guest experience.
Responsibilities
Operational Oversight
* Act as the on‑shift leader across the department.
* Monitor operational standards and efficiency in all areas.
* Coordinate with department managers to resolve issues promptly.
Guest Service & Experience
* Serve as the main guest contact during the shift.
* Handle queries, complaints, VIPs and special requests professionally.
* Maintain visibility in public areas to support engagement and satisfaction.
Team Support & Leadership
* Provide on‑shift support and guidance to teams across all departments.
* Reallocate resources during busy periods to maintain service levels.
* Motivate teams and lead by example with a positive, collaborative approach.
Health, Safety & Compliance
* Ensure adherence to H&S regulations, hygiene standards and company policies.
* Act as the person responsible for emergency procedures, fire safety and first aid.
* Complete incident reports and escalates as needed.
Financial & Commercial Awareness
* Monitor upselling opportunities across rooms, F&B, leisure and retail.
* Ensure correct cash handling and billing processes.
* Support cost control while protecting guest experience.
Communication & Reporting
* Conduct thorough shift handovers to ensure smooth continuity.
* Prepare shift reports on key events, feedback and challenges.
* Communicate urgent matters to senior leadership promptly.
Event & Function Support
* Liaise with organisers and internal teams to ensure requirements are met.
Problem Solving & Crisis Management
* Take decisive action during emergencies or unexpected issues.
* Coordinate teams to minimise disruption and ensure guest safety.
Behaviours, Skills & Experience
* Previous experience in leisure operations.
* Knowledge of Health & Safety, fire safety, hygiene standards and emergency protocols.
* Excellent communication and problem‑solving abilities.
* Strong leadership skills with the ability to motivate and guide a team.
Inclusion Statement
Diversity, equity and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share.
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