Costa Supervisor Plus in Essex

A passion for coffee and people is just the start of what we are looking for. The Supervisor Plus role is new to Butlins and presents an amazing opportunity. This individual will be the main point of contact for the team during their working day and will ensure 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 the team are in the right place at the right time to 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 attention where we need to ensure standards are high and 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 they deliver a great experience and are also driving any key targets such as add-on sales or promotions.

• Be the operational hands-on person, ensuring that the team are working effectively on all key tasks and objectives. This will vary based on the department you are based.
• Ensuring the team are being coached to deliver key targets linked to the department – e.g. retail upselling.
• Responsibility for CAFF audits in accommodation.
• Responsibility for other departmental audits based on the area based e.g. sales targets/perfect serve etc.
• Driving add-on sales and promotions where appropriate.
• Ensuring all stock/proposition is available for guests.
• Monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines.
• Ensuring any guest feedback is captured.
• Monitors NPS and takes action where possible on guest feedback.
• Coach and develop the team to ensure departmental plans are met.
• Be a champion of the Butlins Values and Leadership Behaviours.
• Ensure we always have a focus on RPRPRT in the way we rota the team.
• Be the champion for communication in your area, ensuring that key communication is always delivered from Managers to teams and that plans are executed effectively.
• Build and maintain strong relationships across the resort, other resorts, and Butlins central support teams.
• Responsibility, 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 process.
• Be the front-facing, operational delivery responsible person – turning audits and observations into action.

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 Safety

• Lead by example in consistently applying food safety and hygiene standards.
• Ensure all team members follow correct procedures, including allergen management, temperature checks, and appropriate cleaning cycles.
• Support compliance checks throughout service, swiftly acting on any issues.
• Foster a culture where food safety is understood, valued, and upheld by every team member.

2. Delivering a Warm, Welcoming Experience

• Ensure every guest receives a friendly, engaging welcome.
• Create a relaxed, family-friendly environment where guests feel supported and well looked after.
• Step in to resolve concerns quickly and confidently, maintaining a problem-solving mindset.
• Demonstrate exceptional service behaviours for the team to model.

3. Coaching & Developing the Team

• Provide on-shift coaching to support effective floor management, guest interaction, and service flow.
• Develop team capability in confidently engaging with guests, anticipating needs, and delivering smooth, attentive service.
• Support new team members with structured introductions to service standards and guest service expectations.
• Encourage a culture of continuous improvement, confidence, and positivity.

4. Driving Upselling of Starters & Desserts

• Coach the team to proactively recommend starters, desserts, and add-ons as part of natural guest conversations.
• Reinforce product knowledge so the team can confidently guide guests through the menu.
• Share daily focus items or specials to help the team drive increased sales.
• Celebrate individual and team successes to build motivation and momentum.

5. Increasing Wet Sales

• Drive wet sales by ensuring drinks orders are taken quickly when seating guests.
• Coach the team on opening conversations with drinks suggestions to boost early revenue.
• Monitor service flow and step in to support during peaks to maintain swift beverage service.

6. Effective Checkbacks

• Ensure the team carries out timely, meaningful checkbacks to confirm guest satisfaction.
• Empower team members to solve issues early, ensuring guests feel well taken care of.
• Use checkbacks as opportunities to reinforce upselling and add-on sales where appropriate (e.g., additional drinks, sides, desserts).

7. Celebrating Success

• Recognise great performance on shift to build a positive, motivated team culture.
• Share wins across shifts to highlight what 'great' looks like and encourage consistency.
• Create an environment where team members feel valued for their contributions.

KPIs

• Audits completed in accommodation & other departments.
• Team training compliance across departments.
• Health, Safety & Compliance Audits.
• Guest NPS & Feedback.
• Improved ENPS.
• Retail Spend – responsible for making sure there are good stock processes/upselling taking place/coaching people trying to deliver.
• Right People, Right Place, Right Time in all key areas.

Skills, Knowledge & Expertise

• Excellent leadership skills with the ability to coach and support the team in delivering key objectives.
• Strong attention to detail to be able to support with all audit/observation-based activity.
• Strong experience of being guest/customer facing and dealing with a range of queries and sometimes complaints directly.
• Experience of generating new opportunities through sales and promotions or new initiatives to support with key objectives.
• Experience in working with a multi-skilled team to support other areas of the business based on guest demand.
• Demonstrable experience of leading teams to success, this includes proficiency in:
• Managing performance.
• Coaching team.
• Delivering team training.
• Setting standards and role modelling this behaviour.
• Excellent ability to communicate effectively at all levels.
• Able to manage multiple priorities and can adapt quickly to changing requirements.

Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, fun is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll 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 you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!