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Supervisor Plus
Supervisor Plus – Butlin’s
The Supervisor Plus role is an exciting opportunity to be the operational leader across Butlin’s departments, ensuring seamless guest experiences, high standards, and commercial success.
About the Role
The Supervisor Plus acts as the main operational link between Managers and teams, ensuring compliance, guest satisfaction, and key performance targets are consistently met.
Working closely with the Manager, this role covers:
- Guiding hospitality teams to deliver winning results.
- Guaranteeing accommodation standards on intake days (Monday & Friday), while providing flexible yet strategic support across other departments (including buffets, bars, shops, restaurants, splash, and sports/activities) based on operational demands.
- Championing guest experience through coaching, audits, and right stocking/right placing of products and services.
- Developing teams to meet goals such as upselling, NPS improvement, and sales promotions.
- Covering accommodation at a minimum basis but may expand responsibilities where required - such as:
Key Focus Areas
1. Accommodation Focus
- Ensuring daily operations run smoothly across intake days and supporting resorts through rotation changes.
- Delivering audits, coaching on service standards, and ensuring guest feedback leads to continuous improvement.
- Maintaining a family-friendly, safe, and high-touch experience aligned with Butlin’s standards.
2. Buffets
- Food Safety Champion: Leading temperature checks, allergen control, and hygiene protocols.
- Warm Welcome: Setting the tone with friendly, attentive service across all interactions.
- Stock Replenishment & Quality: Ensuring hot/cold items are fresh, appetising, and well-presented—with smooth service during peaks.
- Coaching Excellence: Empowering staff to build skills in guest service and technical standards.
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3. Bars & Shops
- Coaching & Sales Growth: Driving Spend Per Head via upselling & cross-selling.
- Queues Management: Optimising team deployment to minimise wait times.
- Inventory Mastery: Maintaining optimal stock checks without waste, supporting commercial profitability.
- Brand Standards: Ensuring all product quality and compliance during shifts.
4. Restaurants & Quick Service Restaurants (QSRs)
- Championing Food Safety & Hygiene: Monitoring compliance at every touchpoint (temperature checks, allergen management).
- Rewarding Upsell Opportunities: Coaching team members to leverage s Sinatra, drink add-ons & desserts.
- Checkback Efficiency: Growing guest satisfaction through timely check-ins and resolution.
5. Splash (Swimming Pool)
- Supervising poolsides and lifeguarding safety.
- Developing team skills around safety checks, emergency response, & safeguarding.
- Championing a clean, welcoming, family-friendly pool environment.
6. Sports & Activities
- Coordinating diverse experiences (tournaments, fitness sessions, game nights).
- Interacting with all age groups to deliver engaging & safe sessions.
- Overseeing equipment maintenance & risk assessment.
All Supervisor Plus Accountabilities
- Coaching and developing teams to meet departmental objectives and exceed customer service standards.
- Compliance Champion: Running audits (CAFF & other department-area assessments) and ensuring prompt issue-resolution.
- Driving Key Metrics & KPIs:
- Guest NPS targeting.
- Stock & upselling promotions.
- RPRPRT (Right Product, Right Place, Right Time) deployment.
- Communication: Ensuring key messages flow clearly from Managers to teams, and operational plans stay on track.
- Guest Advocate: Capturing feedback, monitoring EMGS (Employee & Modified Guest Satisfaction), and turning observations into continuous improvement.
- Employee Support: Reviewing PDPs, performance, and HR matters where department-based staff impact is evident.
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About You: Requirements & Competencies
Must-Have Skills
- Leadership & Up-Skilling: Proven ability to coach, mentor, and delegate while maintaining high standards.
- Hands-On Satisfaction: Experience in guest-facing roles, including resolving complaints with tact.
- Audit and Compliance: Keen attention to detail, ensuring targets and standards are consistently upheld.
- Multi-Skilled Work: Background coaching teams across different locations/departments to meet demand shifts.
- Resilience & Flexibility: Adapts quickly, juggling multiple priorities as needed.
Niche Specialisations (Based on Area)
- Splash: NPQL/equivalent qualification; prior swimming pool experience.
- Sports & Activities: Background in sports, leisure, or activities delivery.
Advanced Attributes
- Suggestive Selling Proficiency: Using coaching skills to bolster team-driven sales opportunities (upselling, promotions).
- Communication Clarity: Shares updates with sync-up teams—from lifeguards to bartenders.
About Butlin’s: A Culture That Shines
Butlin’s has been infusing joy and nostalgia into holidays for decades—with dodgems, Big Weekends, and family-friendly activities —literally populating the ‘fun DNA’ at our core. We seek enthusiasts who revel in our three pillars:
- Create Smiles (customer service excellence)
- Get Stuck In (hands-on problem solving)
- Care For Each Other (healthy team collaboration & growth)
Your role isn’t just to lead—it’s to join a team that fuels dreams and makes holidays unforgettable. 🚀
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