Job Description

Mitie
Location: Gunwharf Quays, Portsmouth


Contract type: Full-Time


Pay: 13.82 per hour


Closing Date: Closing Date:


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.