Guest Services Supervisor

About the Role

We are looking for a proactive and people-focused Guest Services Supervisor to support the delivery of an exceptional experience at Gunwharf Quays.You will play a key role in leading the front-line Guest Services team, ensuring smooth daily operations while maintaining the highest standards of customer service.

This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys leading teams, and is passionate about creating memorable guest experiences.

Key Responsibilities

• Supervise and support the Guest Services team to ensure effective daily operations
• Provide coaching, feedback and ongoing development to team members
• Lead by example in delivering outstanding guest service
• Guest Experience
• Manage guest enquiries, complaints and escalations professionally and efficiently
• Ensure a welcoming, safe and clean environment for all visitors
• Monitor service delivery to drive consistency and high satisfaction levels
• Operational Excellence
• Oversee day-to-day Guest Services functions including reception, concierge and information desks
• Maintain accurate records of guest interactions and identify trends
• Collaborate with centre teams (security, cleaning, maintenance) to deliver a seamless experience
• Training & Compliance
• Support onboarding and continuous development of the team
• Ensure all procedures align with health & safety and company policies
• Reporting & Administration
• Complete shift reports and monitor team performance
• Support improvements to processes and service standard

About You

• Experience in a customer-facing supervisory role
• Strong leadership, communication and problem-solving skills
• Calm under pressure with the ability to manage multiple priorities
• Confident using systems and customer service tools
• Flexible and able to work a variety of shifts

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