Guest Experience Supervisor

Mitie; Wales; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading service provider is seeking a Supervisor to oversee daily operations and enhance team productivity. You will manage a team, ensure compliance with company policies, and strive for excellent customer service. Strong communication and leadership skills are essential, along with proficiency in basic computer applications. This role may require evening and weekend shifts. Join us to lead and create memorable guest experiences.

Qualifications

• Proven experience in a supervisory or leadership role.
• Ability to lead by example and foster a positive team environment.
• Strong communication and organizational skills required.

Responsibilities

• Supervise and coordinate the activities of team members.
• Monitor employee performance and provide coaching.
• Enforce safety including company policies and standards.

Skills

Communication skills

Organizational skills

Problem-solving skills

Interpersonal skills

Tools

Microsoft Office

Scheduling software

Job description

Overview

We are seeking a responsible, motivated, and experienced Supervisor to oversee daily operations and ensure team efficiency and productivity. The Supervisor will be responsible for managing a team, monitoring performance, enforcing company policies, and ensuring that all operational goals are met in line with organisational standards.

The role of a Guest Experience Supervisor is to embody this belief and to ensure that the Centre offers our guests superb experience consistently, whether it's for shopping, eating out, leisure or utilising our services such as gift card, Click and Collect and more.

You will be involved in the day-to-day running of the Guest Service Desk and supporting the Guest service lead by supervising the team and reporting anything and escalating issues to the Manager.

You will need excellent phone skills and be efficient in responding to emails from guests and other departments within the Centre. On some occasions you may work alone at the desk so you must be a confident person who can work under pressure at times.

You will need to be well presented, enthusiastic, driven, and help create a positive work environment. You will be trained in all aspects of the role and ensure that the guest experience is always at the top of your agenda.

You will be aware of risk and compliance during the day-to-day operation. Adhere to all policies and procedures and undertake any other reasonable duties as required to meet the needs of the business and highlight any concerns to the Manager.

Key Responsibilities

• Supervise and coordinate the activities of team members to ensure efficient workflow and productivity.
• Monitor employee performance and provide constructive feedback and coaching.
• Enforce safety and company policies, procedures, and standards.
• Handle employee issues, conflicts, or complaints in a professional and timely manner.
• Train new employees and support ongoing development for the team.
• Monitor operational output to ensure quality and productivity targets are met.
• Report on team performance, challenges, and progress to higher management.
• Ensure compliance with all health and safety regulations.
• Assist in the development and implementation of process improvements.

Qualifications

• Proven experience in a supervisory or leadership role.
• Strong communication, interpersonal, and organizational skills.
• Ability to lead by example and foster a positive team environment.
• Problem-solving skills and the ability to make decisions under pressure.
• Proficiency in basic computer applications (e.g., Microsoft Office, scheduling software).

WORKING CONDITIONS

• May require evening, weekend, or holiday work depending on operational needs.

Preferred skills

• Proven customer support experience
• Microsoft skills
• Supervisor experience

Additional notes

Guest service supervisors can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and our surveys can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

You are the heart of the guest experience, leading by example and inspiring your team to deliver warm, memorable service. From resolving challenges with grace to celebrating team wins, your leadership creates the welcoming atmosphere that keeps guests coming back. It\'s a role built on care, confidence, and connection — and one that truly makes an impact.