Guest Services Supervisor: Lead Front Desk & Experience

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

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.