Swimming Pool Supervisor Plus

Butlin's; Hemel Hempstead; On-site; GBP 24,000 - 30,000; Full time

Job summary

Butlin's is seeking a Supervisor Plus to lead a multi-area team across accommodation and Splash facilities. You will drive daily operational plans, ensure audits are completed, coach staff to meet targets, and maintain high guest experience standards.

The role covers both accommodation and Splash duties with a focus on guest safety and service excellence. The successful candidate will be hands-on, capable of managing fluctuating guest demand, and committed to Butlin's values while delivering

Qualifications

• Proven leadership and team coaching skills.
• Strong customer-facing communication and guest service focus.
• Excellent ability to deliver audits and observations into action.

Responsibilities

• Audit accommodation and other departments; drive action.
• Coach and develop teams to meet departmental plans.
• Manage health, safety and compliance standards across Splash and accommodation.
• Monitor guest feedback and NPS; implement improvements.
• Support recruitment, onboarding and performance management as required.

Skills

Leadership

Customer service

Communication

Coaching

Education

GCSEs or equivalent

Job description

The Supervisor Plus role is new to Butlin's and presents an amazing opportunity. This individual will be the main point of contact for team during their working day and the individual ensuring that standards are checked and compliance is high across the department. They are the hands on operational driver of success. Reporting to the Manager, the Supervisor Plus will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team are in the right place at the right time to ensure we can manage fluctuating guest demand whilst keeping operational standards and guest experience high. The Supervisor Plus within the Swimming Pool will cover accommodation primarily on our intake days on Monday and Friday and will work in our Splash Waterworld for the remainder of the week, focusing attentions where we need to ensure standards are high and our that our guests receive an amazing experience. The Monday and Friday requirement in accommodation is the minimum, but the Supervisor Plus may support outside of these days based on operational requirements. You will support and coach the team to ensure the deliver a great experience and are also driving any key targets such as add on sales or promotions.

Supervisor Plus Accountabilities

• Be the operational hands on person, ensuring that team are working effectively on all key tasks and objectives. This will vary based on the department you are based.
• Ensuring team are being coached to deliver key targets linked to the department – e.g. retail upselling
• Responsibility for CAFF audits in accommodation
• Responsibility for other departmental audits based on the area based e.g. sales targets/ perfect serve etc.
• Driving add on sales and promotions where appropriate
• Ensuring all stock/ proposition is available for guests.
• Monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines.
• Ensuring any guest feedback is captured.
• Monitors NPS and takes action where possible on guest feedback.
• Coach and develop the team to ensure departmental plans are met.
• Be a champion of the Butlin’s Values and Leadership Behaviours.
• Ensure we always have a focus on RPRPRT in the way we rota team.
• Be the champion for communication in your area, ensuring that key communication is always delivered from Managers to teams and that plans are executed effectively.
• Build and maintain strong relationships across the resort, other resorts, and Butlins central support teams.
• Responsibility, where required, for people support of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP’s, performance management, required training, and any formal HR process.
• Be the front facing, operational delivery responsible person – turning audits and observations into action.

Supervisor Plus – Splash

Key Focus Areas Outside of Accommodation

Responsibilities

In addition to their Accommodation responsibilities, the Supervisor Plus will support the smooth and guest‑focused operation of our Splash pool. The following areas outline the key expectations for this part of the role:

Pool Operations

• Supervise the day-to-day operation of the swimming pool and associated leisure facilities.
• Ensure the pool area operates in line with health, safety and safeguarding procedures.
• Conduct regular poolside supervision and ensure lifeguarding coverage at all times.
• Support the delivery of pool activities, sessions and guest experiences.

Team Leadership

• Supervise and support lifeguards and pool team members during shifts.
• Provide guidance, coaching and on-the-job training.
• Allocate daily duties and ensure adequate staffing levels.
• Support recruitment, onboarding and performance management where required.

Health & Safety

• Ensure compliance with relevant safety legislation and industry standards (e.g., pool safety operating procedures).
• Carry out routine safety checks of the pool, plant room and surrounding areas.
• Respond to emergencies and incidents in line with emergency action plans.
• Maintain accurate records including pool tests, safety checks and incident reports.

Guest Experience

• Deliver a friendly and welcoming environment for guests.
• Support guests with queries and ensure safe use of facilities.
• Deal professionally with guest feedback or concerns.
• Promote a positive, family-friendly atmosphere.

Splash Standards

• Maintain high standards of cleanliness and presentation throughout the pool area.
• Ensure equipment is safe, maintained and stored correctly.
• Work closely with maintenance teams regarding any technical or facility issues.

Key Responsibilities

• Audits completed in accommodation & other departments
• Team training compliance across departments
• Health, Safety & Compliance Audits
• Guest NPS & Feedback
• Improved ENPS
• Retail Spend – responsible for making sure there is good stock processes/ upselling taking place/ coaching people trying to deliver
• Right People, Right Place, Right Time in all key areas

About You

• Excellent leadership skills with the ability to coach and support team in delivering key objectives
• Strong attention to detail to be able to support with all audit/ observation-based activity.
• Strong experience of being guest/ customer facing and dealing with a range of queries and sometimes complaints directly
• Experience of generating new opportunities through sales and promotions or new initiatives to support with key objectives.
• Experience in working with multi skilled team to support other areas of the business based on guest demand.
• Demonstratable experience of leading teams to success, this includes proficiency in:
• Managing performance.
• Coaching team.
• Delivering team training.
• Setting standards and role modelling this behaviour.
• Excellent ability to communicate effectively at all levels.
• Able to manage multiple priorities and can adapt quickly to changing requirements.

Splash

• NPQL or Equivalent Qualification
• Previous experience in a swimming pool environment
• Strong knowledge of pool safety

About Butlin'sDid you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture. As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!