Job Title – Guest Services Supervisor
Role Level – Supervisory
Team – Guest Services
Location – Gunwharf Quays, Portsmouth
Reporting to – Guest Services Lead
Hours of work – 40 hours per week, five days out of seven, to include evenings and weekends as required.
Pay Rate – £13.82 per hour
Key Purpose:
The Guest Services Supervisor oversees daily front-line guest services operations, ensuring a high standard of customer service and satisfaction. This role supervises a team of Guest Service Hosts, manages guest concerns, supports team training and development, and ensures smooth service delivery in line with company standards and policies.
Key Responsibilities:
Team Supervision & Leadership
- Supervise, schedule, and support guest services staff to ensure smooth operations.
- Provide coaching, guidance, and performance feedback to team members.
- Lead by example in delivering exceptional guest experiences.
Guest Experience
- Handle and resolve guest inquiries, complaints, and escalations in a professional and timely manner.
- Ensure a welcoming, clean, and safe environment for all guests.
- Monitor service delivery to ensure high satisfaction and consistency.
Operational Management
- Oversee the day-to-day functions of guest services including sign-in/sign-out, information desks, reception, concierge services.
- Maintain accurate records of guest interactions and report trends or recurring issues.
- Coordinate with other departments (e.g., housekeeping, security, maintenance) to ensure seamless service.
Training & Compliance
- Assist with onboarding and continuous training of guest services staff.
- Ensure compliance with health and safety, privacy, and company operational policies.
Reporting & Administration
- Prepare shift reports, track team performance, and assist with administrative tasks as needed.
- Support management in reviewing and improving guest services processes.
Requirements:
- Proven experience in a customer service or guest-facing supervisory role.
- Strong leadership, communication, and conflict-resolution skills.
- Ability to manage multiple tasks and work well under pressure.
- Proficient in using customer service software.
- Flexibility to work various shifts, including weekends, evenings, and holidays.