Costa Supervisor Plus
Join Our Team as a Supervisor Plus!
If you have a passion for coffee and a love for people, we want to hear from you! The Supervisor Plus role at Butlin's is an exciting new opportunity 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 our guests have an unforgettable experience.
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 manage fluctuating guest demand while maintaining exceptional operational standards.
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.
- 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 within your area and across the resort.
- Support the department’s people tasks, from onboarding to performance management.
Role Details: Supervisor Plus – Costa
Key Focus Areas Outside of Accommodation
In addition to your accommodation responsibilities, you will 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 all team members follow correct procedures, including allergen management.
- Act swiftly on compliance checks throughout service.
- Foster a culture of food safety among your team.
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 behaviours 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 Employee NPS.
- 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 in working with multi-skilled teams to meet guest demand.
- 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
Did you know that Billy Butlin introduced dodgems to the UK? Fun is in our DNA, and we've been delighting guests for almost 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'. If you're looking for a role where you can Create Smiles, Get Stuck In, and Care For Each Other, we think you'll fit right in!
