Regional Guest Service Supervisor

www.findapprenticeship.service.gov.uk - Jobboard; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider is searching for a Regional Guest Service Supervisor based in London and the South. This role involves overseeing Front of House service delivery, managing a diverse team, and implementing service improvements to ensure exceptional experiences comparable to a 5-star hotel. Ideal candidates will have a solid background in multi-site leadership within high-end environments and possess excellent communication and project management skills.

Qualifications

• Proven track record of multi-site leadership in high-end environments.
• Excellent project and time management skills.
• Exceptional verbal, written, and interpersonal communication abilities.

Responsibilities

• Own service delivery and enhance user experience across all touchpoints.
• Manage and coach a diverse team for personalized service.
• Identify improvement opportunities and execute necessary changes.

Skills

Customer Experience Leadership

Project Management

Team Development

Interpersonal Communication

Tools

Outlook

Word

Excel

PowerPoint

Teams

Job description

Role: Regional Guest Service Supervisor Location: London and the South

You will own the Front of House service delivery across the region, providing a high level of leadership that ensures we deliver an exceptional experience for all internal and external customers that is comparable to a 5* hotel. You will implement the agreed labour and service strategy, and drive service improvements that create a memorable and lasting experience to all building users. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our brand to life for the client.

· Own the service delivered by all guest services roles

· Align the service delivery across the region, ensuring a consistent experience for colleagues and team members

· Manage, recruit, train and coach a diverse team of individuals to drive a proactive personalised service across the building

· Demonstrate a high level of leadership in leading the user experience across all arrival and departure touchpoints and ensuring continuous customer satisfaction.

· Proactively identify improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change.

· To ensure the colleague working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site

· Line management and supervision of the Front of House team (scheduling, absence management, etc)



Main duties

Team:

· To recruit, develop and train a highly motivated team who deliver service that sets us apart from our competitors and the high street and delivers personalised service.

· Utilise a “hands on” approach whilst maintaining a strategic eye for the development of the business, and team members.

· Deliver regular team meetings to ensure your team is up to date, motivated, and involved

· Ensure team's personal objective goals are linked to business vision and strategy, facilitating and supporting development needs of the team

· Manage the talent pipeline across the team, retaining the best talent and providing opportunity for growth

· To assess training needs through job chats and the appraisal system, and to also provide cross training opportunities to your team and the wider Mitie team.

· Ensure service line teams are presentable and demonstrating the Mitie values every day

· Ad-hoc cover for roles within the region



Process:

· Complete regular audits to identify challenges and opportunities, and deploy improvement mechanisms

· Manage the team to ensure site procedures are followed

· To ensure all ad hoc hours and additional revenue opportunities are captured and processed within the correct time frames

· To manage payroll, HR, and other people processes for your direct reports

· To maintain accurate and up to date personnel files including working hours, payroll, training, and development records in line with contractual requirements

· To arrange regular Mystery Shopper visits, preparing improvement plans and monitoring progress



Person Specification

You are a knowledgeable and established customer experience leader who is skilled with face-to-face interaction and creating high performing teams. We seek people with the following skills and experience:

· Proven tack record of comparable multi-site leadership experience over several years in either high end hotels, members clubs, or modern workplaces

· Proactive, organised and meticulous - passionate about Customer Experience

· Excellent project and time management skills

· Demonstrable experience transforming service delivery to meet new and improved standards

· A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey

· Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team

· Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers

· Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

· Immaculate grooming, personal presentation and sense of style

· Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.

· Must be highly proficient in Outlook, Word, Teams, powerpoint, excel

· Knowledgeable and approachable - Highly visible, always available and obvious go to person

· Memorable and hospitality first, connected to the experts for everything else

· High profile, professional, friendly and attentive

· Connected, calm and in control

· Skilfully anticipates needs of visitors and building users

· SIA licenced may be required (can be provided)