Guest Service Supervisor

Location

Gunwharf Quays

Hours

30 hours per week (including evenings and weekends)

Salary

£14.37 per hour

Reporting to

Guest Services Lead

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

Team Leadership & Support

-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 standards

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

Why Join Us?

-Be part of a vibrant, guest-focused environment

-Opportunity to develop leadership experience

-Work within a supportive and collaborative team