Costa Supervisor Plus
Join Our Team as a Supervisor Plus!
Are you passionate about coffee and creating memorable experiences for guests? 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 high standards and compliance while driving success in our vibrant environment.
Reporting directly to the Manager, you will play a crucial role in executing daily operational plans, ensuring that tasks are completed efficiently, and that our team is always in the right place at the right time. Your leadership will help us manage fluctuating guest demands while maintaining exceptional operational standards and guest experiences.
Your Key Responsibilities
- Operational Leadership: Be the hands-on leader, guiding your team to effectively accomplish key tasks and objectives.
- Coaching & Development: Mentor your team to achieve departmental targets, including retail upselling.
- Audit Responsibilities: Oversee CAFF audits in accommodation and other departmental audits as needed.
- Guest Experience: Monitor and enhance the quality of guest experiences in line with brand guidelines.
- Feedback Management: Capture and act on guest feedback to continuously improve our services.
- 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 responsibilities, you will 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 warm and friendly welcome.
- Team Coaching: Provide on-shift coaching to enhance guest interaction and service flow.
- Upselling: Encourage the team to recommend starters, desserts, and add-ons during guest interactions.
- Effective Checkbacks: Ensure timely checkbacks to confirm guest satisfaction and address any concerns.
- Celebrating Success: Recognize and celebrate great performance to foster a motivated 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 effective stock processes.
- Right People, Right Place, Right Time in all key areas.
What We’re Looking For
- Excellent leadership skills with a knack for coaching and supporting your team.
- Strong 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 working with multi-skilled teams to meet guest demands.
- Exceptional communication skills at all levels.
- A flexible mindset, able to manage multiple priorities and adapt quickly.
Why Butlin's?
Did you know that Billy Butlin was the first person 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.' 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!
