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'll 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 help the team manage fluctuating guest demands while maintaining exceptional operational standards and guest experiences.

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 is your chance to shine and ensure our guests have an unforgettable experience!

Your Responsibilities

• Be the operational leader, guiding the team to effectively complete key tasks and objectives.
• Coach team members 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.
• Facilitate effective communication between management and team members.
• Build strong 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'll also support 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 team members follow correct procedures, including allergen management.
• Act swiftly on compliance issues during 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 family-friendly environment where guests feel supported.
• Resolve concerns quickly and confidently.
• Model exceptional service behaviors for the 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 naturally.
• Reinforce product knowledge for confident guest guidance.
• Celebrate individual and team successes to build motivation.

5. Increasing Wet Sales

• Ensure quick drinks orders when seating guests.
• Coach the team on initiating conversations about drinks.
• Support during peak times to maintain swift beverage service.

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 motivated 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.
• Responsible for retail spend and upselling initiatives.
• Right People, Right Place, Right Time in all key areas.

Skills, Knowledge & Expertise

• Excellent leadership skills with the ability to coach and support the team.
• Strong attention to detail for audit and observation activities.
• Experience in guest-facing roles, handling queries and complaints.
• Proven track record in generating new opportunities through sales.
• Ability to manage multiple priorities and adapt quickly to changes.

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 family breaks or epic adult-only weekends. Our culture is what sets us apart, and we’re committed to providing an Altogether More Entertaining and Fun Break.

If you want to be part of a team that Creates Smiles, isn’t afraid to Get Stuck In, and genuinely Cares For Each Other, 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!