Guest Experience Supervisor & Team Leader

Gunwharf Quays; Portsmouth; On-site; GBP 22,000 - 28,000; Full time

Job summary

Gunwharf Quays in Portsmouth is seeking a proactive Guest Services Supervisor to lead the front-line team and deliver an exceptional guest experience. You will coordinate daily operations, coach staff, and ensure safe, welcoming, and high-quality service across reception, concierge, and information desks.

The role focuses on coaching, problem-solving with guests, and maintaining service standards in a fast-paced environment.

Qualifications

• 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.

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
• Manage guest enquiries, complaints and escalations professionally and efficiently
• 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 to deliver a seamless experience
• Support onboarding and continuous development of the team
• Ensure all procedures align with health & safety and company policies
• Complete shift reports and monitor team performance
• Support improvements to processes and service standard

Skills

Leadership

Customer service

Problem solving

Communication

Calm under pressure

Shift flexibility

Tools

CRM systems

Job description

Gunwharf Quays in Portsmouth is seeking a proactive Guest Services Supervisor to lead the front-line team and deliver an exceptional guest experience. You will coordinate daily operations, coach staff, and ensure safe, welcoming, and high-quality service across reception, concierge, and information desks.

The role focuses on coaching, problem-solving with guests, and maintaining service standards in a fast-paced environment.