Guest Services Supervsior

2 weeks ago

Cardiff CF EF, United Kingdom Mitie Full time £28,160 - £59,520 per year

Job Title – Guest Services Supervisor

Role Level – Supervisory

Team – Guest Services

Location – St David's, Cardiff

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 – £13.80 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.

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