Job Description

Role: Regional Guest Service Supervisor

Location: London and the South



You will own the Front of House service delivery across the region, providing a high level of leadership that ensures we deliver an exceptional experience for all internal and external customers that is comparable to a 5 hotel. You will implement the agreed labour and service strategy, and drive service improvements that create a memorable and lasting experience to all building users. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our brand to life for the client.*

Own the service delivered by all guest services roles

Align the service delivery across the region, ensuring a consistent experience for colleagues and team members

Manage, recruit, train and coach a diverse team of individuals to drive a proactive personalised service across the building

Demonstrate a high level of leadership in leading the user experience across all arrival and departure touchpoints and ensuring continuous customer satisfaction.

Proactively identify improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change.

To ensure the colleague working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site

Line management and supervision of the Front of House team (scheduling, absence management, etc)

Main duties

Team:


To recruit, develop and train a highly motivated team who deliver service that sets us apart from our competitors and the high street and delivers personalised service.

Utilise a "hands on" approach whilst maintaining a strategic eye for the development of the business, and team members.

Deliver regular team meetings to ensure your team is up to date, motivated, and involved

Ensure team's personal objective goals are linked to business vision and strategy, facilitating and supporting development needs of the team

Manage the talent pipeline across the team, retaining the best talent and providing opportunity for growth

To assess training needs through job chats and the appraisal system, and to also provide cross training opportunities to your team and the wider Mitie team.

Ensure service line teams are presentable and demonstrating the Mitie values every day

Ad-hoc cover for roles within the region




Process:


Complete regular audits to identify challenges and opportunities, and deploy improvement mechanisms

Manage the team to ensure site procedures are followed

To ensure all ad hoc hours and additional revenue opportunities are captured and processed within the correct time frames

To manage payroll, HR, and other people processes for your direct reports

To maintain accurate and up to date personnel files including working hours, payroll, training, and development records in line with contractual requirements

To arrange regular Mystery Shopper visits, preparing improvement plans and monitoring progress

Person Specification

You are a knowledgeable and established customer experience leader who is skilled with face-to-face interaction and creating high performing teams. We seek people with the following skills and experience:


Proven tack record of comparable multi-site leadership experience over several years in either high end hotels, members clubs, or modern workplaces

Proactive, organised and meticulous - passionate about Customer Experience

Excellent project and time management skills

Demonstrable experience transforming service delivery to meet new and improved standards

A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey

Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team

Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers

Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

Immaculate grooming, personal presentation and sense of style

Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.

Must be highly proficient in Outlook, Word, Teams, powerpoint, excel

Knowledgeable and approachable - Highly visible, always available and obvious go to person

Memorable and hospitality first, connected to the experts for everything else

High profile, professional, friendly and attentive

Connected, calm and in control

Skilfully anticipates needs of visitors and building users

* SIA licenced may be required (can be provided)