Role: Regional Guest Service Supervisor
Location: London and the South

You will own the Front of House service delivery across the region, providing a high level of leadership that ensures we deliver an exceptional experience for all internal and external customers that is comparable to a 5* hotel.  You will implement the agreed labour and service strategy, and drive service improvements that create a memorable and lasting experience to all building users. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our brand to life for the client. 

·         Own the service delivered by all guest services roles

·         Align the service delivery across the region, ensuring a consistent experience for colleagues and team members

·         Manage, recruit, train and coach a diverse team of individuals to drive a proactive personalised service across the building

·         Demonstrate a high level of leadership in leading the user experience across all arrival and departure touchpoints and ensuring continuous customer satisfaction.

·         Proactively identify improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change. 

·         To ensure the colleague working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site

·         Line management and supervision of the Front of House team (scheduling, absence management, etc)

 

Main duties

Team:

·         To recruit, develop and train a highly motivated team who deliver service that sets us apart from our competitors and the high street and delivers personalised service.

·         Utilise a “hands on” approach whilst maintaining a strategic eye for the development of the business, and team members.

·         Deliver regular team meetings to ensure your team is up to date, motivated, and involved

·         Ensure team's personal objective goals are linked to business vision and strategy, facilitating and supporting development needs of the team

·         Manage the talent pipeline across the team, retaining the best talent and providing opportunity for growth

·         To assess training needs through job chats and the appraisal system, and to also provide cross training opportunities to your team and the wider Mitie team.

·         Ensure service line teams are presentable and demonstrating the Mitie values every day

·     Ad-hoc cover for roles within the region

 

Process:

·         Complete regular audits to identify challenges and opportunities, and deploy improvement mechanisms

·         Manage the team to ensure site procedures are followed

·         To ensure all ad hoc hours and additional revenue opportunities are captured and processed within the correct time frames

·         To manage payroll, HR, and other people processes for your direct reports

·         To maintain accurate and up to date personnel files including working hours, payroll, training, and development records in line with contractual requirements

·         To arrange regular Mystery Shopper visits, preparing improvement plans and monitoring progress

 

Person Specification

You are a knowledgeable and established customer experience leader who is skilled with face-to-face interaction and creating high performing teams.  We seek people with the following skills and experience:

·         Proven tack record of comparable multi-site leadership experience over several years in either high end hotels, members clubs, or modern workplaces

·         Proactive, organised and meticulous – passionate about Customer Experience

·         Excellent project and time management skills

·         Demonstrable experience transforming service delivery to meet new and improved standards

·         A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey

·         Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team

·         Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers

·         Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

·         Immaculate grooming, personal presentation and sense of style

·         Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.

·         Must be highly proficient in Outlook, Word, Teams, powerpoint, excel

·         Knowledgeable and approachable - Highly visible, always available and obvious go to person

·         Memorable and hospitality first, connected to the experts for everything else

·         High profile, professional, friendly and attentive

·         Connected, calm and in control

·         Skilfully anticipates needs of visitors and building users

·         SIA licenced may be required (can be provided)