Job Description

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.