Guest Services Supervisor

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

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 standard

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