Guest Service Supervisor

Mitie; Portsmouth; On-site; GBP 16,000 - 23,000; Full time

Job summary

Mitie at Gunwharf Quays in Portsmouth is seeking a proactive Guest Services Supervisor to lead the front-line team and manage daily operations with the highest standards of customer service across reception, concierge and information desks.

You will coach and develop staff, monitor service delivery, resolve guest enquiries and escalate issues professionally, and collaborate with security, cleaning and maintenance to deliver a seamless guest experience across evenings and weekends.

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

Job description

Location: Gunwharf QuaysHours: 30 hours per week (including evenings and weekends)Salary: £14.37 per hourReporting 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

• 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