Guest Services Supervisor - York RocMonday to Friday 40 Hours Per Week**Job Overview:**Mitie has an exciting opportunity for a driven and dedicated individual to join our Guest Services Signature Team as a **Guest Services Supervisor**. Based at York Roc, this role will oversee and support the Guest Services team while ensuring exceptional service delivery to one of our prestigious clients. Please note this is a permanent position.---**Your Responsibilities:****Service Excellence:**- Supporting the achievement of Key Performance Indicators (KPIs).- Driving service standards and ensuring consistent delivery.- Providing training to the team on company standards (Standard Operating Procedures - SOPs).- Leading by example to establish operational excellence within the team.**Strategy:**- Helping team members align their objectives with strategic goals.- Recognising and executing opportunities for innovation and improvement.- Managing on-site projects and meeting key milestones.- Assisting line management with wider business initiatives.- Continuously embedding a culture of progress and innovation.**QHSE & Wellbeing:**- Investigating hazards, incidents, or close calls reported by the team.- Carrying out Risk Assessments in collaboration with your team.- Delivering toolbox talks and communicating safety-related updates.- Promoting health and wellbeing within the team.**People & Productivity:**- Overseeing the full lifecycle of employment, including recruitment, onboarding, and induction.- Managing performance and development through one-to-one meetings, PDPs, training sessions, and reviews.- Ensuring effective time management within the team and addressing absences, ensuring coverage in line with SLAs.- Nurturing strong team morale and leading proactively.**Innovation:**- Encouraging adoption of innovative practices across the site.- Addressing operational concerns and consulting with your Line Manager when needed.**Finance & Commercial Awareness:**- Monitoring budgets and costs associated with uniforms, travel, training, and absence cover.- Liaising with line management regarding potential financial risks.**Engagement & Communication:**- Driving team engagement through initiatives and reward programmes.- Promoting internal communications and maintaining alignment with company values.- Organising team meetings and submitting performance updates to line management.**Client Relationship:**- Acting as the key point of contact for our clients and stakeholders.- Incorporating team involvement in client initiatives.- Supporting client objectives and values in collaboration with management.---**Main Duties:**- Supervise Front of House operations within York Roc and across additional sites in Eastern Region. Must be comfortable with some travel.- Drive a customer excellence culture and build professional relationships with key stakeholders.- Coordinate with service lines, contractors, clients, and guests.- Perform audits and inspections to track and improve performance.- Support site cover arrangements during unplanned absences.- Manage financials, including timesheets, expenses, and leave cover.- Ensure the Front of House team adheres to and regularly reviews SOPs.---**Experience & Skills:**We're looking for candidates who bring:- 2+ years' experience in customer service roles (such as Reception, Hospitality, or Administration).- A proven track record of leadership and team management.- A full driving licence, with flexibility to travel across York, Doncaster, Leeds, and Peterborough.- Strong communication skills and proficiency in MS Office tools (Outlook, Word, Excel, PowerPoint).- Ability to engage confidently with individuals at all levels.---**Desired Qualifications:**Although not essential, an IOSH Certificate would be advantageous.Applicants should hold A-Level qualifications (or equivalent).---**Health & Safety Responsibilities:**- Adhering to Mitie's policies and procedures at all times.- Using work equipment and PPE safely and correctly.- Reporting deficiencies, risks, or training needs to your Line Manager.**Join Mitie's Signature Team:**If you're passionate about guest services, driving standards, and fostering innovation, we'd love to hear from you!
