Supervisor Plus
hace 2 días
Braintree
Job Description DescriptionThe Supervisor Plus role is new to Butlins and presents an amazing opportunity. This individual will be the main point of contact for team during their working day and the individual ensuring that standards are checked and compliance is high across the department. They are the hands on operational driver of success. Reporting to the Manager, the Supervisor Plus will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team are in the right place at the right time to ensure we can manage fluctuating guest demand whilst keeping operational standards and guest experience high. The Supervisor Plus will cover accommodation primarily on our intake days on Monday and Friday and will work flexibly across departments where needed for the remainder of the week, focusing attentions where we need to ensure standards are high and our that our guests receive an amazing experience. The Monday and Friday requirement in accommodation is the minimum, but the Supervisor Plus may support outside of these days based on operational requirements. You will support and coach the team to ensure the deliver a great experience and are also driving any key targets such as add on sales or promotions. All Supervisor Plus Accountabilities Be the operational hands on person, ensuring that team are working effectively on all key tasks and objectives. This will vary based on the department you are basedEnsuring team are being coached to deliver key targets linked to the department – e.g. retail upsellingResponsibility for CAFF audits in accommodationResponsibility for other departmental audits based on the area based e.g. sales targets/ perfect serve etcDriving add on sales and promotions where appropriateEnsuring all stock/ proposition is available for guestsMonitoring consistent delivery of a quality guest experience in line with brand/venue guidelinesEnsuring any guest feedback is capturedMonitors NPS and takes action where possible on guest feedbackCoach and develop the team to ensure departmental plans are metBe a champion of the Butlins Values and Leadership BehavioursEnsure we always have a focus on RPRPRT in the way we rota teamBe the champion for communication in your area, ensuring that key communication is always delivered from Managers to teams and that plans are executed effectivelyBuild and maintain strong relationships across the resort, other resorts, and Butlins central support teamsResponsibility, where required, for people support of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDPs, performance management, required training, and any formal HR processBe the front facing, operational delivery responsible person – turning audits and observations into actionRole DetailsSupervisor Plus – BuffetsKey Focus Areas Outside of Accommodation As part of the wider resort leadership team, the Supervisor Plus will also support operational excellence within our Buffets venues. The following areas outline the core expectations and focus points: 1. Food Safety ChampionLead by example in maintaining the highest standards of food safety and hygieneEnsure all team members follow correct procedures, including temperature checks, allergen management, safe food handling, and cleaning routinesSupport regular compliance audits and immediately address any issues or risksPromote a culture where food safety is everyones responsibility2. Creating a Warm, Welcoming Dining ExperienceEnsure guests are greeted with a friendly, attentive, and personalised welcome that reflects the Butlins brandMaintain an environment where families feel comfortable, relaxed, and well looked afterStep in to support guest queries and resolve issues promptly with empathy and professionalismRole-model exceptional service standards to the team at all times3. Bay Replenishment & Food QualityOversee the smooth, timely replenishment of all food bays to maintain steady availability of hot and cold itemsWork closely with kitchen teams to ensure portions, presentation, and temperatures meet quality expectationsAnticipate busy periods and adjust staffing or replenishment flow to avoid delays or shortagesEnsure the buffet always looks abundant, clean, and appealing to guests4. Coaching & Developing the TeamProvide on-shift coaching to help team members build confidence and capabilityOffer feedback that is constructive, timely, and focused on both performance and behaviourSupport training of new starters, ensuring they understand buffet standards, guest interaction expectations, and food safety practicesBuild a positive team culture where everyone feels valued, supported, and encouraged to growSupervisor Plus – Bars & Shops Key Focus Areas Outside of Accommodation In addition to their responsibilities within the Accommodation team, the Supervisor Plus will also support the smooth operation and commercial performance of our Bars & Shops venues. The following areas outline the core responsibilities and focus points for this part of the role: 1. Coaching & Developing the TeamSupport team members in delivering exceptional guest experience across all Bars & Shops locationsProvide powerful coaching conversations on-shift focused on service confidence, great guest interactions, and consistent delivery of brand standardsDevelop team capability in sales behaviours, including upselling, cross-selling, and product knowledgeCreate a motivating, supportive environment where team members feel confident to engage guests and drive results2. Driving Sales & Spend Per HeadActively drive revenue by supporting the team to maximise Spend Per Head through:B-Serve: Encouraging efficient ordering and guest confidence using the platformTeam behaviours: Coaching strong suggestive selling and product recommendationsRPRPRT: Reinforcing the "Right Product, Right Place, Right Time" philosophy to ensure guests always have access to what they want, when they want itCelebrate sales successes and share best practice to help the team continually improve3. Reducing Queues & Dynamic DeploymentMonitor guest flow and proactively move team members to where they are needed mostReduce queues by adjusting roles on the spot, or repositioning team during peak timesEnsure guests experience minimal waiting and consistent, high-quality serviceSupport an agile, guest‐led way of working where the team responds quickly to changing demands4. Good Stock PracticesMaintain strong stock control across Bars & Shops venues, ensuring availability without overstockingSupport accurate stock rotation, waste reduction, and compliance with stock handling proceduresWork with venue leadership to monitor variances and reinforce good habits with the team5. Operating in Line with Brand StandardsEnsure venues are opened, operated, and closed following Butlins brand standards and operational proceduresMaintain a safe, clean, well-presented environment at all timesSupport the team in delivering consistent product quality, accurate transactions, and great guest interactionsCarry out on-shift checks to ensure compliance, guest satisfaction, and operational readinessSupervisor Plus – Restaurants & QSRs Key Focus Areas Outside of Accommodation In addition to their Accommodation responsibilities, the Supervisor Plus will support the smooth and guest‐focused operation of our Restaurants and Quick Service Restaurants (QSRs). The following areas outline the key expectations for this part of the role: 1. Championing Food SafetyLead by example in consistently applying food safety and hygiene standardsEnsure all team members follow correct procedures, including allergen management, temperature checks, and appropriate cleaning cyclesSupport compliance checks throughout service, swiftly acting on any issuesFoster a culture where food safety is understood, valued, and upheld by every team member2. Delivering a Warm, Welcoming Dining ExperienceEnsure every guest receives a friendly, engaging welcome that sets the tone for their mealCreate a relaxed, family‐friendly environment where guests feel supported and well looked afterStep in to resolve concerns quickly and confidently, maintaining a problems solving mindsetDemonstrate exceptional service behaviours for the team to model3. Coaching & Developing the TeamProvide on‐shift coaching to support effective floor management, guest interaction, and service flowDevelop team capability in confidently engaging with guests, anticipating needs, and delivering smooth, attentive serviceSupport new team members with structured introductions to service standards and guest service expectationsEncourage a culture of continuous improvement, confidence, and positivity4. Driving Upselling of Starters & DessertsCoach the team to proactively recommend starters, desserts, and add‐ons as part of natural guest conversationsReinforce product knowledge so the team can confidently guide guests through the menuShare daily focus items or specials to help the team drive increased salesCelebrate individual and team successes to build motivation and momentum5. Increasing Wet SalesDrive wet sales by ensuring drinks orders are taken quickly when seating guestsCoach the team on opening conversations with drinks suggestions to boost early revenueMonitor service flow and step in to support during peaks to maintain swift beverage service6. Effective CheckbacksEnsure the team carries out timely, meaningful checkbacks to confirm guest satisfactionEmpower team members to solve issues early, ensuring guests feel well taken care ofUse checkbacks as opportunities to reinforce upselling and add‐on sales where appropriate (e.g., additional drinks, sides, desserts)7. Celebrating SuccessRecognise great performance on shift to build a positive, motivated team cultureShare wins across shifts to highlight what "great" looks like and encourage consistencyCreate an environment where team members feel valued for their contributionsKPIsAudits completed in accommodation & other departmentsTeam training compliance across departmentsHealth, Safety & Compliance AuditsGuest NPS & FeedbackImproved ENPSRetail Spend – responsible for making sure there is good stock processes/ upselling taking place/ coaching people trying to deliverRight People, Right Place, Right Time in all key areasAbout YouExcellent leadership skills with the ability to coach and support team in delivering key objectivesStrong attention to detail to be able to support with all audit/ observation-based activityStrong experience of being guest/ customer facing and dealing with a range of queries and sometimes complaints directlyExperience of generating new opportunities through sales and promotions or new initiatives to support with key objectivesExperience in working with multi skilled team to support other areas of the business based on guest demandDemonstratable experience of leading teams to success, this includes proficiency in:Managing performanceCoaching teamDelivering team trainingSetting standards and role modelling this behaviourExcellent ability to communicate effectively at all levelsAble to manage multiple priorities and can adapt quickly to changing requirementsSplashNPQL or Equivalent QualificationPrevious experience in a swimming pool environmentStrong knowledge of pool safetyAbout ButlinsDid you know Billy Butlin was the first person to introduce dodgems to the UK? Thats right, fun is in our DNA, and weve been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things theyll say about working at Butlins is our culture. As The Home of Entertainment, we pull out all the stops to provide our guests with an Altogether More Entertaining and Fun Break, from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if youre looking for a role where you can Create Smiles, where you arent afraid to Get Stuck In and where the team genuinely Care For Each Other, we think youll fit right in!