Costa Supervisor Plus

Join Our Team as a Supervisor Plus!

Are you passionate about coffee and people? If so, we have an exciting opportunity for you! The Supervisor Plus role at Butlin's is a brand-new position that puts you at the heart of our operations. As the main point of contact for your team, you will ensure that our high standards are met and that compliance is always top-notch.

In this hands-on role, you will report directly to the Manager and play a crucial part in fulfilling our daily operational plans. Your leadership will ensure that tasks and objectives are executed efficiently, allowing us to manage fluctuating guest demands while maintaining an exceptional guest experience.

Your primary focus will be on accommodation during our busy intake days on Monday and Friday, with flexibility to support other departments throughout the week. Your commitment to excellence will help us deliver unforgettable experiences to our guests!

Your Responsibilities

• Be the operational leader, ensuring your team is effectively executing key tasks and objectives.
• Coach your team to achieve departmental targets, such as retail upselling.
• Oversee CAFF audits in accommodation and other departmental audits as needed.
• Drive add-on sales and promotions to enhance guest experiences.
• Ensure all stock and propositions are readily available for guests.
• Monitor the delivery of a quality guest experience in line with brand guidelines.
• Capture and act on guest feedback to continuously improve our services.
• Champion Butlin’s Values and Leadership Behaviours.
• Maintain strong communication between managers and teams to ensure effective execution of plans.
• Build and nurture relationships across the resort and with central support teams.
• Support the department's people tasks, from onboarding to performance management.

Key Focus Areas Outside of Accommodation

In addition to your accommodation responsibilities, you will also support our Restaurants and Quick Service Restaurants (QSRs). Here are the key expectations:

1. Championing Food Safety

• Lead by example in applying food safety and hygiene standards.
• Ensure all team members follow correct procedures, including allergen management.
• Act swiftly on compliance checks throughout service.
• Foster a culture of food safety among all team members.

2. Delivering a Warm, Welcoming Experience

• Ensure every guest receives a friendly and engaging welcome.
• Create a relaxed, family-friendly environment for our guests.
• Resolve concerns quickly and confidently.
• Model exceptional service behaviors for your team.

3. Coaching & Developing the Team

• Provide on-shift coaching to enhance guest interaction and service flow.
• Support new team members with structured introductions to service standards.
• Encourage a culture of continuous improvement and positivity.

4. Driving Upselling of Starters & Desserts

• Coach the team to recommend starters, desserts, and add-ons during guest interactions.
• Share daily specials to help drive increased sales.
• Celebrate individual and team successes to build motivation.

5. Increasing Wet Sales

• Ensure drinks orders are taken promptly when seating guests.
• Coach the team on suggesting drinks to boost early revenue.
• Monitor service flow and support during peak times.

6. Effective Checkbacks

• Ensure timely checkbacks to confirm guest satisfaction.
• Empower team members to resolve issues early.
• Use checkbacks to reinforce upselling opportunities.

7. Celebrating Success

• Recognize great performance to build a positive team culture.
• Share wins across shifts to encourage consistency.
• Create an environment where team members feel valued.

Key Performance Indicators (KPIs)

• Completion of audits in accommodation and other departments.
• Team training compliance across departments.
• Health, Safety & Compliance Audits.
• Guest NPS & Feedback.
• Improved ENPS.
• Retail Spend and effective stock processes.
• Right People, Right Place, Right Time in all key areas.

Skills, Knowledge & Expertise

• Excellent leadership skills with the ability to coach and support your team.
• Strong attention to detail for audit and observation activities.
• Experience in guest-facing roles, handling queries and complaints.
• Proven ability to generate new opportunities through sales and promotions.
• Experience working with multi-skilled teams to meet guest demands.
• Demonstrable experience in managing performance and delivering training.
• Exceptional communication skills at all levels.
• Able to manage multiple priorities and adapt to changing requirements.

About Butlin's

At Butlin’s, we’re all about fun, excitement, and adventure! For 90 years, we’ve been delighting guests with unforgettable experiences, whether on a family break or an epic adult-only getaway. Our culture is one of the best things about working here, and we’re committed to providing our guests with an Altogether More Entertaining and Fun Break.

If you want to create smiles, get stuck in, and genuinely care for each other, this could be the perfect fit for you. There has never been a more exciting time to join Butlin’s!