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- Tasks: Lead and support guest services staff to deliver top-notch customer service.
- Company: Join Mitie Cleaning & Hygiene Services, a global leader in facilities management.
- Benefits: Enjoy flexible benefits, high street discounts, and career development opportunities.
- Why this job: Make a real difference by enhancing customer experiences and supporting your team.
- Qualifications: Experience in customer service and strong leadership skills are essential.
- Other info: Be part of a diverse team committed to inclusivity and growth.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Guest Services Supervisor role at Mitie Cleaning & Hygiene Services
Purpose: This role has been designed to support guest services staff to provide excellent customer service to our customers. You will pride yourself on building and maintaining relationships with staff members and customers alike and be the point of contact for any support or advice staff members require.
As Guest Services Supervisor, you will facilitate and arrange the relevant training and support to staff members along with dealing with any HR related issues in accordance with company policy. You will support staff in ensuring people are abiding by the policies and procedures set out by our client and manage the flow of traffic in any given area. In addition, you will build strong relations with customers, building owners and facilities management to ensure safe and efficient running of the building.
Principal Accountabilities (key activities include, but are not limited to):
- Support Mitie Front of House Staff
- Annual Leave management
- Sickness Management including reporting and processing the RTW interview and paperwork
- Daily morning audit spot check of rooms/desks to ensure they were completed the night before
- Daily figures completed for the prior day and uploaded to the weekly utilisation report
- Be a key driver in delivering a customer excellence culture
- Support Emergency Procedures as necessary and coordinate fire evacuations/liaison with the fire brigade/emergency services if required
- Raise building maintenance and compliance faults with the Mitie Helpdesk and monitor until resolved
- Ensure all customer requests are dealt with efficiently and effectively
- Manage the onboarding of new staff
- Create weekly rotas for breaks and dinners
- Ensure staff members are up to date with online training
- Provide coaching and training
- Front of House Audits
- Utilisation figures compiled into weekly utilisation report
- Conduct return to work interviews
- Monthly one-to-ones with staff members
- Conduct performance reviews and investigations as required
- Arrange in-house training such as fire marshal and manual handling
- Note taking and tracking ongoing client requests/issues
- Liaise with Facilities Management regarding maintenance issues
- Undertake roles of Building Fire Marshall, First Aider, and Security for Evacuation
- Ensure KPIs are adhered to
- Assist the client on a day-to-day basis with changes, improvements and issues
- Act as the central point of contact on-site for staff, clients and guests
Benefits include market-leading options to suit your lifestyle, such as access to a virtual GP, Salary Finance, flexible lifestyle benefits platform Choices, high street discounts, cycle-to-work scheme, enhanced pension contributions, and other schemes. Mitie Stars recognition with monthly prizes and a yearly top prize. Training and development opportunities are available to progress your career.
We are committed to an inclusive recruitment process. If you have a disability or long-term condition and need adjustments during recruitment, please let us know by contacting us. Since 1987, Mitie has grown to 76,000 employees and operates globally in facilities management and professional services.
Join our Mitie Team. Together our diversity makes us stronger.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Facilities Services
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Guest Services Supervisor employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Supervisor
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mitie on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to guest services. Think about how you’d handle specific scenarios, like managing staff or dealing with customer complaints. We want you to shine!
✨Tip Number 3
Show off your personality! During interviews, let your passion for customer service and team support come through. Remember, they’re looking for someone who fits into their culture as much as they are for skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the role. Plus, it’s just good manners!
We think you need these skills to ace Guest Services Supervisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Guest Services Supervisor role. Highlight your experience in customer service and any relevant training or management skills that align with what we’re looking for.
Showcase Your People Skills: Since this role is all about building relationships, don’t forget to mention your ability to connect with both staff and customers. Share examples of how you’ve successfully managed teams or resolved conflicts in the past.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and bullet points where possible to make it easy for us to see your qualifications and experiences at a glance.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Guest Services Supervisor role. Familiarise yourself with the key responsibilities and how they align with Mitie's values. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your People Skills
As a Guest Services Supervisor, building relationships is crucial. Prepare examples of how you've successfully managed teams or resolved customer issues in the past. Highlight your communication skills and ability to support staff, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about situations where you've had to manage HR-related issues or ensure compliance with policies. Practising your responses will help you feel more confident during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
