Guest Services Supervisor
| Posting date: | 18 September 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 16 October 2025 |
| Location: | SE1 8SW |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 81660 |
Summary
Guest Services Supervisor
Guest Services Manager
Network Rail Waterloo General Offices
Hours Between 07:00 - 17:00
Salary £32,500
Purpose:
This role has been designed to support guest services staff to provide excellent customer service to our customers. You will pride yourself on building and maintaining relationships with staff members, and customers alike and be point of contact for any support or advise staff members require.
As Guest Services Supervisor, you will facilitate and arrange the relevant training and support to staff members along with and deal with any HR related issues in accordance with company policy. To support staff in ensuring people are abiding to the policies and procedures set out by our client and to also manage the flow of traffic in any given area. In addition, you will build up strong relations with customers, building owners and facilities management to ensure safe and efficient running of the building.
Principal Accountabilities, Key activities Include but are not limited to:
-Support Mitie Front of House Staff
-Annual Leave management
-Sickness Management including, reporting and processing the RTW interview and paperwork
-Daily Morning audit spot check of rooms/desks to make sure they have been completed the night before
-Daily figures are completed for the day before. Then the figures uploaded to the weekly utilisation report
-Be a key driver in delivering a customer excellence culture
-Support Emergency Procedures as necessary and support the coordination of fire evacuations/liaison with the fire brigade/emergency services if required
-Raise building maintenance and compliance faults around the building to the Mitie Helpdesk and monitor until resolved
-To ensure all customer requests are dealt with efficiently and effectively
-Manage the onboarding of new staff
-Weekly rotas for breaks & dinners
-Ensure staff members are up to date with online training
-Coaching and training
-Front of House Audits
-Utilisation figures compiled into weekly utilisation report
-Conducting return to work interviews
-Monthly one to one's with staff members
-Conducting performance reviews
-Conducting investigations
-Arrange in house training such as fire marshal and manual handling
-Note taking
-Tracking ongoing requests / issues from the client
-Liaise with FM regarding any maintenance issues within the building
-Undertake the roles of Building Fire Marshall, First Aider, and Security for Evacuation
-Ensuring KPI's are adhered to
-Assisting the client on a day-to-day basis with any changes, improvements and issues
-Be a key driver in delivering a customer excellence culture
-To act as the central point of contact on-site for all staff, clients and guests