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Supervisor Plus (All Areas) – Butlin’s
Department: Accommodation & Guest Services
Employment Type: Permanent – Full-Time Location: Bognor Regis
Overview
The Supervisor Plus role is a unique and impactful opportunity within Butlin’s, providing an operational leadership position across multiple departments. This hands-on role ensures high standards and quality guest experiences while supporting the team’s professional growth.
The Supervisor Plus reports directly to the Manager and acts as the central point of operational excellence. They are responsible for accelerating daily performance, maintaining compliance, driving targeted customer service goals, and adapting flexibly to varying guest demand.
While the role is primarily in accommodation (with core responsibilities on Mon/Thu/Fri as per operational need), its influence expands across the resort—including buffets, bars, shops, restaurants, QSRs, Splash pools, and sports/activities areas—to deliver exceptional experiences and support the team.
Core Responsibilities
1. Operational Leadership & Team Accountability
- Set and achieve daily operational goals, ensuring team members execute key tasks on time.
- Optimise guest flow to minimise bottlenecks during peak demand while maintaining high standards.
- Hold coaching conversations focused on skills development, retail upselling compliance, and individual performance targets.
- Focus on audits (e.g., CAFF, retail, reception to ensure consistent quality).
- Drive key business objectives such as add-on sales and promotions.
- Ensure full stock availability of offerings for guests.
2. Guest Experience & Operational Excellence
- Monitor and deliver a consistent experience in line with Butlin’s brand standards, including:
- CAFF (Cleanliness, Aesthetics, Friendliness, Functionality) audits, drafting reports and driving corrective action.
- NPS monitoring—respond to guest feedback and trends, measuring impact.
- On-the-spot responses to guest queries, feedback, and concerns.
- ** Staff training on proactive solutions (e.g., resolving minor guest issues before escalation).**
3. Resource Management & Guest Demand
- Ensure staff time allocation adheres to Resort Planning, Resource, Performance, People, Retention (RPRPRT).
- Support staff focus on high-visibility or underperforming areas.
- Flexible deployment to meet operational demands.
4. Human Resource & Team Development
- Coach employees through performance management, mandatory training, and ongoing development (including PDP, PDR, onboarding, and disciplinary actions).
- Champion meaningful communication (planning, alignment, and clear handover with managers).
- Partner with HR on recruitment and skills development.
- Drive high workplace energy by aligning on shared goals.
Specialised Dependent Roles & Responsibilities
Supervisor Plus – Buffets
Key Focus Areas:
- Food Safety Champion
- Lead by example in food safety, hygiene, and compliance (allergens, storage, temperature).
- Conduct regular audits, track and resolve safety risks.
- Cultivate a culture where every staff member prioritises food safety.
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Creating a Warm, Welcoming Dining Experience
- Display exceptional hospitality to families and guests, reinforcing brand standards.
- Train staff to handle guest queries with empathy and professionalism.
- Model flawless service standards and (BASS: Butlin’s AService Standard: Smooth Service, Smart Delivery).
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Bay Management & Food Quality
- Manage smooth exchange of hot/cold bays with kitchen teams.
- Earn guest confidence by ensuring consistent portion quality, presentation, and temperature.
- Adjust staffing/replenishment to avoid stock shortages.
- Maintain a clean, visually appealing, and abundant buffet.
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Coaching & Team Growth
- Provide on-shift coaching—build team confidence and knowledge.
- Guide training of new starters with a focus on guest interaction and food safety.
- Build a cohesive, supportive team culture.
Supervisor Plus – Bars & Shops
Key Focus Areas:
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Coaching for Peak Service (Drives Revenue & Retail)
- Coach staff on Suggestive Selling, Cross-Selling, and Product Knowledge.
- Reinforce B-Serve revenue platform usage—encourage and train team to upsell.
- Teaching practical behavioural scripts for pressed sales (e.g., group sales).
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Maximise Revenue
- Enforce Right Product, Right Place, Right Time (RPRPRT) principles for stock flow and promotions.
- Support staff to directly tie products and experiences to guest needs on shift.
- Promote and celebrate team upselling successes across shifts.
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Reducing Queues
- Monitor guest flow and redistribute teams dynamically in peak times.
- Address hold areas — dropping extra staff in ‘lows’, stoppages or extensions as needed.
Supervisor Plus – Restaurants & QSRs
Key Focus Areas:
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Champion Food Safety & Hygiene
- Set the standard for compliance and training the team on allergen management, temperature checks, and cleaning.
- Audit compliance, correct errors quickly, and build a food safety-first culture.
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Deliver Exceptional Dining Experiences
- Ensure warm, outbound greetings from all servers, supporting emotional safety of guests.
- Handle guest concerns proactively and empathetically.
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Drive Upselling & Revenue
- Coach guests who order main courses to add starters/desserts during service.
- Ensure drinks are introduced before service to maximise beverage sales.
- Checkbacks—follow up with service delivery and capture sales opportunities (e.g., “Can I get that drinks add-on for everyone?”).
Supervisor Plus – Splash (Pool Operations)
Key Responsibilities:
- Supervise pool and leisure safety, adhering to health, safety, and safeguarding protocols.
- Implement regular swim checks/lifeguard cover; respond to pool incidents.
- Ensure active session leadership—session organisation, athlete training, and maintenance supervision.
- Oversee equipment, facilities, and water standards.
- Champion guest well-being in area—deliver support pre-post leisure.
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Supervisor Plus – Sports & Activities
Key Responsibilities:
- Planning & executing a family-friendly sports/activity programme catering to all ages.
- Lead every session—sports tournaments, fitness classes—giving guest interaction priorities.
- Allocate daily tasks for seisans and athlete teams.
- Ensure health and safety compliance (equipment workshop, risk assessment, incident management) and safeguarding principles.
- Supervise facilities quality—guide equipment storage/replenishment with maintenance partners.
KPIs & Success Metrics
All Supervisor Plus roles directly contribute to:
- Audit pass rates (Accommodation and assigned departments).
- Team training completion (mandatory CPD).
- Health, Safety, and Compliance adherence (audits, incident logs).
- Guest feedback via Net Promoter Score (NPS) utilisation and improvements.
- Employee ENPS (eNPS: internal feedback) and retention.
- Sales targets (e.g., Spend per Head, upsell loyalty, or revenue milestones).
- Management of distribution excellence (RPRPRT).
Requirements
Essential Criteria:
✔ Leadership & Coaching: Experience leading teams to measurable success—coaching skills, feedback, training delivery, and role modelling impressive behaviors. ✔ Guest-focused mindset: Customer service expertise including complaints resolution. ✔ Audit proficiency: Strong attention to checklists, observations and compliance. ✔ Sales & promotions mindset: Evidence of generating revenue through promotions or upselling strategies. ✔ Flexible deployment: Exhibit leadership potential in multiple operational environments according to guest demand.
Key Behaviours Demonstrated:
- RPRPRT Mastery: Managing staff time and support at all levels.
- Resilience under pressure.
- Willingness to help other departments as proved.
Role-Specific Requirements
Supervisor Plus – Splash:
✔ NPQL or Pool Operator Qualification ( National Pools Award) ✔ Minimum of 2 years’ previous swimming pool environment/professional lifeguarding
Supervisor Plus – Sports & Activities:
✔ Demonstrable experience in leisure/sports environments (training coordination, youth-coaching, PA).
**Butlin’s strives for continuous improvement and excellence. The right Supervisor Plus will not only meet the outlined expectations but also take ownership of new ideas and initiatives to further enhance guest and operational success. Applicants are encouraged to embody our core values: “Safe, Supported, Welcoming, Careful, Fun.”
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