Entertainment Operations Lead - Guest Experience

Warner Hotels; Windsor; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Gym access

60% discounted food onsite

Pension scheme

28 days annual leave

Cycle to Work Scheme

Discounts on Warner breaks

Job summary

Warner Hotels is seeking an Entertainment Supervisor to ensure smooth delivery of entertainment during shifts and inspire a high standard of service for guests along the River Thames. The role blends operational leadership with a practical, guest-focused mindset to keep events well managed and responsive to issues as they arise.

As part of Warner Hotels, you will help lead teams across departments, manage on-shift priorities, and contribute to superb guest experiences through proactive service,

Qualifications

• Strong knowledge of live event coordination and technical requirements.
• Ability to adapt quickly and manage priorities in a fast-paced environment.
• Previous experience in entertainment operations or supervisory roles.
• Excellent communication and leadership skills.
• Commercial awareness and understanding of guest experience impact.

Responsibilities

• Serve as the main guest contact during the shift.
• Handle queries, complaints, VIPs, and special requests professionally.
• Maintain visibility in public areas to support engagement and satisfaction.
• Provide on shift support and guidance to teams across all departments.
• Reallocate resources during busy periods to maintain service levels.
• Motivate teams and lead by example with a positive, collaborative approach.
• Ensure adherence to H&S regulations, hygiene standards, and company policies.
• Act as the person responsible for emergency procedures, fire safety, and first aid.
• Complete incident reports and elevate as needed.
• Monitor upselling opportunities across rooms, F&B, leisure, and retail.
• Ensure correct cash handling and billing processes.
• Support cost control while protecting guest experience.
• Conduct shift handovers to ensure smooth continuity.
• Prepare shift reports on key events, feedback, and challenges.
• Communicate urgent matters to senior leadership promptly.
• Liaise with organisers and internal teams to ensure requirements are met.
• Take decisive action during emergencies or unexpected issues.
• Coordinate teams to minimise disruption and ensure guest safety.

Skills

Live event coordination

Technical requirements

Leadership

Communication

Guest experience

Job description

Warner Hotels is seeking an Entertainment Supervisor to ensure smooth delivery of entertainment during shifts and inspire a high standard of service for guests along the River Thames. The role blends operational leadership with a practical, guest-focused mindset to keep events well managed and responsive to issues as they arise.

As part of Warner Hotels, you will help lead teams across departments, manage on-shift priorities, and contribute to superb guest experiences through proactive service,