Description
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, ensuring that standards are checked and compliance is high across the department. 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 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 on Monday and Friday and will work flexibly across departments where needed for the remainder of the week, focusing attention where standards are high and ensuring 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.
Supervisor Plus Accountabilities
* Be the operational hands‑on person, ensuring that team are working effectively on all key tasks and objectives.
* Coaching the team to deliver key targets linked to the department (e.g. retail upselling).
* Responsibility for CAFF audits in accommodation.
* Responsibility for other departmental audits based on area (e.g. sales targets, perfect serve).
* Driving add‑on sales and promotions where appropriate.
* Ensuring all stock and proposition is available for guests.
* Monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines.
* Ensuring that any guest feedback is captured and acted upon.
* Monitoring NPS and taking action where possible on guest feedback.
* Coaching and developing the team to meet departmental plans.
* Championing Butlin’s values and leadership behaviours.
* Maintaining a focus on RPRPRT in team rotation.
* Advocating for effective communication in the area, ensuring that key messages are delivered from managers to teams and that plans are executed.
* Building and maintaining strong relationships across the resort, other resorts, and Butlin’s central support teams.
* Providing people support, including onboarding, performance management, required training and other HR processes.
* Leading operational delivery and turning audits/observations into action.
Role Details
Supervisor Plus – Buffets
Key Focus Areas Outside of Accommodation
Food Safety Champion
* Lead by example in maintaining the highest standards of food safety and hygiene.
* Ensure all team members follow correct procedures including temperature checks, allergen management, safe food handling and cleaning routines.
* Support regular compliance audits and immediately address any issues or risks.
* Promote a culture where food safety is everyone’s responsibility.
Creating a Warm, Welcoming Dining Experience
* Ensure guests are greeted with a friendly, attentive, and personalised welcome that reflects the Butlin’s brand.
* Maintain an environment where families feel comfortable, relaxed, and well looked after.
* Step in to support guest queries and resolve issues promptly with empathy and professionalism.
* Role‑model exceptional service standards to the team at all times.
Bay Replenishment & Food Quality
* Oversee the smooth, timely replenishment of all food bays.
* Work closely with kitchen teams to ensure portions, presentation and temperatures meet quality expectations.
* Anticipate busy periods and adjust staffing or replenishment flow to avoid delays or shortages.
* Ensure the buffet always looks abundant, clean and appealing to guests.
Coaching & Developing the Team
* Provide on‑shift coaching to help team members build confidence and capability.
* Offer constructive, timely feedback focused on performance and behaviour.
* Support training of new starters, ensuring they understand buffet standards, guest interaction expectations and food safety practices.
* Build a positive team culture where everyone feels valued and encouraged to grow.
Supervisor Plus – Bars & Shops
Key Focus Areas Outside of Accommodation
Coaching & Developing the Team
* Support team members in delivering exceptional guest experience across all Bars & Shops locations.
* Provide powerful on‑shift coaching focused on service confidence, guest interaction and brand standards.
* Develop team capability in sales behaviours, including upselling, cross‑selling and product knowledge.
* Create a motivating and supportive environment where team members feel confident to engage guests and drive results.
Driving Sales & Spend Per Head
* Actively drive revenue by maximizing Spend Per Head through B‑Serve, suggestive selling and the RPRPRT philosophy.
* Celebrate sales successes and share best practice to continually improve the team.
Reducing Queues & Dynamic Deployment
* Monitor guest flow and proactively move team members where they are needed most.
* Reduce queues by adjusting roles on the spot or repositioning staff during peak times.
* Ensure minimal waiting and consistent, high‑quality service.
* Support an agile, guest‑led way of working that responds quickly to changing demands.
Good Stock Practices
* Maintain strong stock control across Bars & Shops venues, ensuring availability without overstocking.
* Support accurate stock rotation, waste reduction and compliance with stock handling procedures.
* Work with venue leadership to monitor variances and reinforce good habits with the team.
Operating in Line with Brand Standards
* Ensure venues are opened, operated and closed following Butlin’s brand standards and operational procedures.
* Maintain a safe, clean, well‑presented environment at all times.
* Support the team in delivering consistent product quality, accurate transactions and guest interactions.
* Carry out on‑shift checks to ensure compliance, guest satisfaction and operational readiness.
Supervisor Plus – Restaurants & QSRs
Key Focus Areas Outside of Accommodation
Championing Food Safety
* Lead by example in consistently applying food safety and hygiene standards.
* Ensure all team members follow correct procedures including allergen management, temperature checks and cleaning cycles.
* Support compliance checks throughout service, swiftly acting on any issues.
* Foster a culture where food safety is understood, valued and upheld by every team member.
Delivering a Warm, Welcoming Dining Experience
* Ensure every guest receives a friendly, engaging welcome that sets the tone for their meal.
* Create a relaxed, family‑friendly environment where guests feel supported and well looked after.
* Step in to resolve concerns quickly and confidently, maintaining a problem‑solving mindset.
* Demonstrate exceptional service behaviours for the team to model.
Coaching & Developing the Team
* Provide on‑shift coaching to support effective floor management, guest interaction and service flow.
* Develop team capability to confidently engage guests, anticipate needs and deliver smooth, attentive service.
* Support new team members with structured introductions to service standards and guest expectations.
* Encourage a culture of continuous improvement, confidence and positivity.
Driving Upselling of Starters & Desserts
* Coach the team to proactively recommend starters, desserts and add‑ons as part of natural guest conversations.
* Reinforce product knowledge so the team can confidently guide guests through the menu.
* Share daily focus items or specials to help the team drive increased sales.
* Celebrate individual and team successes to build motivation and momentum.
Increasing Wet Sales
* Drive wet sales by ensuring drinks orders are taken quickly when seating guests.
* Coach the team on opening conversations with drinks suggestions to boost early revenue.
* Monitor service flow and step in to support during peaks to maintain swift beverage service.
Effective Checkbacks
* Ensure the team carries out timely, meaningful checkbacks to confirm guest satisfaction.
* Empower team members to solve issues early, ensuring guests feel well taken care of.
* Use checkbacks as opportunities to reinforce upselling and add‑on sales where appropriate.
Celebrating Success
* Recognise great performance on shift to build a positive, motivated team culture.
* Share wins across shifts to highlight what “great” looks like and encourage consistency.
* Create an environment where team members feel valued for their contributions.
Supervisor Plus – Splash
Key Focus Areas Outside of Accommodation
Pool Operations
* Supervise the day‑to‑day operation of the swimming pool and associated leisure facilities.
* Ensure the pool area operates in line with health, safety and safeguarding procedures.
* Conduct regular poolside supervision and ensure lifeguarding coverage at all times.
* Support the delivery of pool activities, sessions and guest experiences.
Team Leadership
* Supervise and support lifeguards and pool team members during shifts.
* Provide guidance, coaching and on‑the‑job training.
* Allocate daily duties and ensure adequate staffing levels.
* Support recruitment, onboarding and performance management where required.
Health & Safety
* Ensure compliance with relevant safety legislation and industry standards.
* Carry out routine safety checks of the pool, plant room and surrounding areas.
* Respond to emergencies and incidents in line with emergency action plans.
* Maintain accurate records including pool tests, safety checks and incident reports.
Guest Experience
* Deliver a friendly and welcoming environment for guests.
* Support guests with queries and ensure safe use of facilities.
* Deal professionally with guest feedback or concerns.
* Promote a positive, family‑friendly atmosphere.
Splash Standards
* Maintain high standards of cleanliness and presentation throughout the pool area.
* Ensure equipment is safe, maintained and stored correctly.
* Work closely with maintenance teams regarding any technical or facility issues.
Supervisor Plus – Sports & Activities
Key Focus Areas Outside of Accommodation
Activity Programme Delivery
* Support the planning and delivery of a varied sports and activities programme for all ages.
* Lead and supervise activity sessions such as sports tournaments, family games, fitness classes and outdoor activities.
* Ensure all sessions are delivered safely, professionally and in line with resort standards.
* Encourage guest participation and create an inclusive and enjoyable environment.
Team Supervision
* Supervise sports and activities team members during shifts.
* Allocate daily tasks and activity sessions.
* Provide coaching, guidance and on‑the‑job training.
* Support recruitment, onboarding and performance management where required.
Guest Experience
* Deliver exceptional guest service and engage with guests to enhance their holiday experience.
* Actively promote sports and activities sessions across the resort.
* Respond to guest queries, feedback and complaints in a professional manner.
* Help create a vibrant and energetic atmosphere during activities and events.
Health & Safety
* Ensure all activities are delivered in accordance with health and safety procedures and risk assessments.
* Carry out equipment safety checks and ensure facilities are maintained to a high standard.
* Manage incidents and accidents in line with resort procedures.
* Ensure safeguarding procedures are followed when working with children and families.
Facilities & Equipment
* Maintain sports equipment and activity areas to a high standard.
* Ensure equipment is stored safely and available for sessions.
* Work closely with maintenance teams to report and resolve facility issues.
KPIs
* Audits completed in accommodation & other departments.
* Team training compliance across departments.
* Health, Safety & Compliance Audits.
* Guest NPS & Feedback.
* Improved ENPS.
* Retail Spend – ensuring good stock processes, upselling and coaching for sales.
* Right People, Right Place, Right Time in all key areas.
About You
* Excellent leadership skills with the ability to coach and support a team in delivering key objectives.
* Strong attention to detail to support all audit/ observation‑based activity.
* Experience of being guest‑facing and dealing with a range of queries and sometimes complaints directly.
* Experience of generating new opportunities through sales, promotions or initiatives to support key objectives.
* Experience working with a multi‑skilled team to support other areas of the business based on guest demand.
* Demonstrable experience of leading teams to success, including proficiency in
o Managing performance.
o Coaching team.
o Delivering team training.
o Setting standards and role‑modeling this behaviour.
o Excellent ability to communicate effectively at all levels.
o Able to manage multiple priorities and adapt quickly to changing requirements.
* Splash – NPQL or equivalent qualification and previous experience in a swimming pool environment; strong knowledge of pool safety.
* Sports & Activities – Experience working in a sports, leisure or activity environment.
About Butlin’s
At Butlin’s we are proud of our 80‑plus year history of delighting guests with fun, excitement and adventure. We are committed to providing an entertaining break for families and adults alike. We have a strong culture based on our three core values and we are dedicated to building a positive, inclusive work environment.
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