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.

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.

How to apply

Find out more and apply online at Mitie Careers.