Guest Services Supervisor – York Roc
Monday to Friday 40 Hours Per Week
**Job Overview:**
Mitie has an exciting opportunity for a driven and dedicated individual to join our Guest Services Signature Team as a **Guest Services Supervisor**. Based at York Roc, this role will oversee and support the Guest Services team while ensuring exceptional service delivery to one of our prestigious clients. Please note this is a permanent position.
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**Your Responsibilities:**
**Service Excellence:**
- Supporting the achievement of Key Performance Indicators (KPIs).
- Driving service standards and ensuring consistent delivery.
- Providing training to the team on company standards (Standard Operating Procedures - SOPs).
- Leading by example to establish operational excellence within the team.
**Strategy:**
- Helping team members align their objectives with strategic goals.
- Recognising and executing opportunities for innovation and improvement.
- Managing on-site projects and meeting key milestones.
- Assisting line management with wider business initiatives.
- Continuously embedding a culture of progress and innovation.
**QHSE & Wellbeing:**
- Investigating hazards, incidents, or close calls reported by the team.
- Carrying out Risk Assessments in collaboration with your team.
- Delivering toolbox talks and communicating safety-related updates.
- Promoting health and wellbeing within the team.
**People & Productivity:**
- Overseeing the full lifecycle of employment, including recruitment, onboarding, and induction.
- Managing performance and development through one-to-one meetings, PDPs, training sessions, and reviews.
- Ensuring effective time management within the team and addressing absences, ensuring coverage in line with SLAs.
- Nurturing strong team morale and leading proactively.
**Innovation:**
- Encouraging adoption of innovative practices across the site.
- Addressing operational concerns and consulting with your Line Manager when needed.
**Finance & Commercial Awareness:**
- Monitoring budgets and costs associated with uniforms, travel, training, and absence cover.
- Liaising with line management regarding potential financial risks.
**Engagement & Communication:**
- Driving team engagement through initiatives and reward programmes.
- Promoting internal communications and maintaining alignment with company values.
- Organising team meetings and submitting performance updates to line management.
**Client Relationship:**
- Acting as the key point of contact for our clients and stakeholders.
- Incorporating team involvement in client initiatives.
- Supporting client objectives and values in collaboration with management.
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**Main Duties:**
- Supervise Front of House operations within York Roc and across additional sites in Eastern Region. Must be comfortable with some travel.
- Drive a customer excellence culture and build professional relationships with key stakeholders.
- Coordinate with service lines, contractors, clients, and guests.
- Perform audits and inspections to track and improve performance.
- Support site cover arrangements during unplanned absences.
- Manage financials, including timesheets, expenses, and leave cover.
- Ensure the Front of House team adheres to and regularly reviews SOPs.
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**Experience & Skills:**
We're looking for candidates who bring:
- 2+ years' experience in customer service roles (such as Reception, Hospitality, or Administration).
- A proven track record of leadership and team management.
- A full driving licence, with flexibility to travel across York, Doncaster, Leeds, and Peterborough.
- Strong communication skills and proficiency in MS Office tools (Outlook, Word, Excel, PowerPoint).
- Ability to engage confidently with individuals at all levels.
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**Desired Qualifications:**
Although not essential, an IOSH Certificate would be advantageous.
Applicants should hold A-Level qualifications (or equivalent).
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**Health & Safety Responsibilities:**
- Adhering to Mitie's policies and procedures at all times.
- Using work equipment and PPE safely and correctly.
- Reporting deficiencies, risks, or training needs to your Line Manager.
**Join Mitie's Signature Team:**
If you're passionate about guest services, driving standards, and fostering innovation, we'd love to hear from you!
