Description
The Supervisor Plus role is new to Butlin`s 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 based.
- Ensuring 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 Butlin`s Values and Leadership Behaviours.
- Ensure we always have a focus on RPRPRT in the way we rota 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 PDP`s, performance management, required training, and any formal HR process.
- Be the front facing, operational delivery responsible person - turning audits and observations into action.
Role Details: Supervisor Plus - Buffets Key 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 Champion - Lead by example in maintaining the highest standards of food safety and hygiene.
- Ensure all team members follow correct procedures, including temperature checks, allergen management, safe food handling, and cleaning routines.
- Support regular compliance audits and immediately address any issues or risks.
- Promote a culture where food safety is everyone`s responsibility.
2. Creating a Warm, Welcoming Dining Experience - Ensure guests are greeted with a friendly, attentive, and personalised welcome that reflects the Butlin`s brand.
- Maintain an environment where families feel comfortable, relaxed, and well looked after.
- Step in to support guest queries and resolve issues promptly with empathy and professionalism.
- Role-model exceptional service standards to the team at all times.
3. Bay Replenishment & Food Quality - Oversee the smooth, timely replenishment of all food bays to maintain steady availability of hot and cold items.
- Work closely with kitchen teams to ensure portions, presentation, and temperatures meet quality expectations.
- Anticipate busy periods and adjust staffing or replenishment flow to avoid delays or shortages.
- Ensure the buffet always looks abundant, clean, and appealing to guests.
4. Coaching & Developing the Team - Provide on-shift coaching to help team members build confidence and capability.
- Offer feedback that is constructive, timely, and focused on both performance and behaviour.
- Support training of new starters, ensuring they understand buffet standards, guest interaction expectations, and food safety practices.
- Build a positive team culture where everyone feels valued, supported, and encouraged to grow.
Supervisor 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 Team - Support team members in delivering exceptional guest experience across all Bars & Shops locations.
- Provide powerful coaching conversations on-shift focused on service confidence, great guest interactions, and consistent delivery of brand standards.
- Develop team capability in sales behaviours, including upselling, cross-selling, and product knowledge.
- Create a motivating, supportive environment where team members feel confident to engage guests and drive results.
2. Driving Sales & Spend Per Head - Actively drive revenue by supporting the team to maximise Spend Per Head through:
- B-Serve: Encouraging efficient ordering and guest confidence using the platform.
- Team behaviours: Coaching strong suggestive selling and product recommendations.
- RPRPRT: Reinforcing the "Right Product, Right Place, Right Time" philosophy to ensure guests always have access to what they want, when they want it.
- Celebrate sales successes and share best practice to help the team continually improve.
3. Reducing Queues & Dynamic Deployment - Monitor guest flow and proactively move team members to where they are needed most.
- Reduce queues by adjusting roles on the spot, or repositioning team during peak times.
- Ensure guests experience minimal waiting and consistent, high-quality service.
- Support an agile, guest led way of working where the team responds quickly to changing demands.
4. Good Stock Practices - Maintain strong stock control across Bars & Shops venues, ensuring availability without overstocking.
- Support accurate stock rotation, waste reduction, and compliance with stock handling procedures.
- Work with venue leadership to monitor variances and reinforce good habits with the team.
5. Operating in Line with Brand Standards - Ensure venues are opened, operated, and closed following Butlin`s brand standards and operational procedures.
- Maintain a safe, clean, well-presented environment at all times.
- Support the team in delivering consistent product quality, accurate transactions, and great guest interactions.
- Carry out on-shift checks to ensure compliance, guest satisfaction, and operational readiness.
Supervisor 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 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 Dining Experience - Ensure every guest receives a friendly, engaging welcome that sets the tone for their meal.
- Create a relaxed, family friendly environment where guests feel supported and well looked after.
- Step in to resolve concerns quickly and confidently, maintaining a problems 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.
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