Job Description

Job Title - Guest Services Supervisor



Role Level - Supervisory



Team - Guest Services



Location - Westgate, Oxford



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 - 13.56 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.

If you feel you meet the above criteria of this Guest Services Supervisor role, we would love to receive your application!