Job Advert – Guest Services Supervisor | Gunwharf Quays
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
