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 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, but you'll also have the flexibility to work across various departments throughout the week. This means you'll be instrumental in ensuring our guests receive an unforgettable experience every day!
Your Responsibilities
- Operational Leadership: Be the hands-on leader, guiding your team to effectively complete key tasks and objectives.
- Coaching: Support and coach your team to achieve departmental targets, including retail upselling.
- Audit Responsibility: Oversee CAFF audits in accommodation and other departmental audits as needed.
- Guest Experience: Monitor and ensure a consistent, high-quality guest experience in line with our brand guidelines.
- Feedback Management: Capture guest feedback and take action based on NPS insights.
- Communication Champion: Ensure effective communication between management and your team.
- People Support: Assist with onboarding and employee lifecycle tasks, from performance management to training.
Key Focus Areas Outside of Accommodation
In addition to your accommodation duties, you'll also support our Restaurants and Quick Service Restaurants (QSRs). Here’s what you’ll focus on:
- Food Safety: Lead by example in applying food safety and hygiene standards.
- Welcoming Experience: Ensure every guest receives a friendly and engaging welcome.
- Team Development: Provide on-shift coaching to enhance guest interaction and service flow.
- Upselling: Coach the team to recommend starters, desserts, and add-ons during guest interactions.
- Checkbacks: Ensure timely checkbacks to confirm guest satisfaction and address any concerns.
- Celebrate Success: Recognize and share great performances to foster a positive team culture.
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 Employee NPS (ENPS).
- Retail Spend and upselling effectiveness.
- Right People, Right Place, Right Time in all key areas.
What We’re Looking For
- Strong leadership skills with a knack for coaching and supporting your team.
- Attention to detail for audit and observation activities.
- Experience in guest-facing roles, adept at handling queries and complaints.
- Proven ability to generate new opportunities through sales and promotions.
- Experience in working with multi-skilled teams to meet guest demands.
- Excellent communication skills at all levels.
- A flexible mindset to manage multiple priorities and adapt to changing requirements.
Why Butlin's?
Did you know that Billy Butlin was the first to introduce dodgems to the UK? Fun is in our DNA, and we've been delighting guests for nearly 90 years! Our culture is one of the best things about working at Butlin's.
As The Home of Entertainment, we strive to provide our guests with an 'Altogether More Entertaining and Fun Break'. Whether it's family holidays or adult-only getaways, we live by our three core values. If you're ready to Create Smiles, Get Stuck In, and Care For Each Other, we think you'll fit right in!
