Guest Service Supervisor

Mitie Group plc.; Portsmouth; On-site; GBP 22,000 - 23,000; Part time

Job summary

Mitie Group plc. at Gunwharf Quays in Portsmouth is seeking a proactive Guest Services Supervisor to lead the front-line team, ensuring smooth daily operations and delivering top customer service.

The role involves coaching and developing staff, handling guest enquiries and escalations, coordinating with centre teams, and maintaining a welcoming, safe environment for all visitors. Flexible to evenings and weekends and 30 hours per week.

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.
• Ensure a welcoming, safe and clean environment for all visitors.
• Monitor service delivery to drive consistency and high satisfaction levels.
• 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.
• 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 standards.

Skills

Leadership

Customer service

Communication

Problem-solving

Flexibility

Job description

Job Advert – Guest Services Supervisor | Gunwharf Quays

Location: Gunwharf Quays
Hours: 30 hours per week (including evenings and weekends)
Salary: £14.37 per hour
Reporting to: Guest Services Lead

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

Team Leadership & Support

• 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 standards

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

Why Join Us?

• Be part of a vibrant, guest-focused environment
• Opportunity to develop leadership experience
• Work within a supportive and collaborative team