Guest Services Supervisor
| Posting date: | 22 August 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 19 September 2025 |
| Location: | CM77 8YH |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 81538 |
Summary
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.
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.