Costa Supervisor Plus
Join Our Team as a Supervisor Plus!
If you have a passion for coffee and people, we want to hear from you! The Supervisor Plus role at Butlin’s is a unique opportunity to be at the heart of our operations, ensuring our team delivers exceptional experiences to our guests.
As the main point of contact for your team, you will drive operational success and maintain high standards across the department. Reporting to the Manager, you’ll ensure that daily operational plans are executed flawlessly, adapting to the fluctuating demands of our guests while keeping our service standards top-notch.
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. This role is not just about overseeing operations; it’s about creating memorable experiences for our guests!
Your Responsibilities
- Operational Leadership: Be hands-on in ensuring your team is effectively executing key tasks and objectives.
- Coaching: Guide your team to meet targets, such as retail upselling and service excellence.
- Audit Responsibility: Conduct CAFF audits in accommodation and other departmental audits as needed.
- Guest Experience: Monitor and enhance the quality of guest experiences in line with our brand guidelines.
- Feedback Management: Capture and act on guest feedback to continuously improve our service.
- Team Development: Coach and develop your team to ensure departmental goals are met.
- Communication Champion: Ensure effective communication between management and your team.
- Relationship Building: Foster strong connections across the resort and with central support teams.
Key Focus Areas Outside of Accommodation
In addition to your accommodation duties, you will also play a vital role in our Restaurants and Quick Service Restaurants (QSRs). Here’s what you’ll focus on:
1. Championing Food Safety
- Lead by example in applying food safety and hygiene standards.
- Ensure all team members follow correct procedures, including allergen management.
- Foster a culture where food safety is valued by every team member.
2. Delivering a Warm, Welcoming Experience
- Ensure every guest receives a friendly and engaging welcome.
- Create a relaxed, family-friendly environment.
- Resolve concerns quickly and confidently.
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 and desserts 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 opening conversations with drink suggestions.
6. Effective Checkbacks
- Ensure timely checkbacks to confirm guest satisfaction.
- Empower team members to solve issues early.
7. Celebrating Success
- Recognize great performance to build a positive team culture.
- 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.
- Guest NPS & Feedback.
- Improved employee engagement scores.
- Effective stock processes and upselling initiatives.
Skills, Knowledge & Expertise
- Excellent leadership skills with a knack for coaching.
- Strong attention to detail for audit and observation activities.
- Experience in guest-facing roles, handling queries and complaints.
- Ability to generate new opportunities through sales and promotions.
- Proficiency in managing performance and delivering team training.
- Exceptional communication skills at all levels.
- Able to manage multiple priorities and adapt quickly.
About Butlin’s
At Butlin’s, we’re all about fun, excitement, and adventure! For over 80 years, we’ve been delighting guests with unforgettable experiences. Our culture is built on three mighty values: Create Smiles, Get Stuck In, and Care For Each Other.
If you’re looking for a role where you can truly make a difference and be part of a vibrant team, this could be the perfect fit for you. Join us at Butlin’s, where there has never been a more exciting time to be part of our journey!
