Guest Services Supervisor — Lead the Front Desk Team

Mitie Cleaning & Hygiene Services; Portsmouth; On-site; GBP 17,000 - 23,000; Full time

Job summary

Mitie Cleaning & Hygiene Services is seeking a proactive Guest Services Supervisor at Gunwharf Quays, Portsmouth. You will lead the front-line Guest Services team to deliver an exceptional guest experience and ensure smooth daily operations.

The role demands strong leadership, excellent communication, and a customer-first approach in a fast-paced environment, with evenings and weekends included in the shift pattern. Join a team focused on delivering memorable guest interactions.

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

Communication

Problem solving

Customer service tools

Job description

Mitie Cleaning & Hygiene Services is seeking a proactive Guest Services Supervisor at Gunwharf Quays, Portsmouth. You will lead the front-line Guest Services team to deliver an exceptional guest experience and ensure smooth daily operations.

The role demands strong leadership, excellent communication, and a customer-first approach in a fast-paced environment, with evenings and weekends included in the shift pattern. Join a team focused on delivering memorable guest interactions.