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
