Guest Resolutions Supervisor Job at Butlin's (Skegness)

Guest Resolutions Supervisor

Butlin's

Location:
United Kingdom , Skegness

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As our Guest Resolution Supervisor, you are the heartbeat of the resort experience. You’ll lead our Welcome Team to create world-class first impressions and act as the go-to hero for guests when things don't go quite to plan. Whether it’s a smooth check-in or solving a late-night puzzle, you’ll ensure every family leaves with a smile. In this role, you aren’t just managing a process; you’re protecting the holiday magic. You’ll care for each other by supporting your team, get stuck in by tackling challenges head-on, and ultimately, create smiles by resolving issues with empathy and speed.

Job Responsibility:

Lead the Welcome: Supervise the Welcome Team to ensure arrivals and day visits are fast, friendly, and full of energy. You’ll manage the flow, keep the area 'guest-ready,' and ensure every arrival feels like the start of something special.
Be the On-Resort Hero: Take ownership of escalated guest issues from the Central Team. From resolving booking glitches to handling upgrades, you are the person who 'closes the loop' and makes things right.
The Evening Point of Contact: Lead the resort through the evening hours, making proactive patrols to catch issues before they escalate and providing a calm, helpful presence for guests and the team.
Problem Solving & Coordination: Get stuck into the details—coordinating room moves, managing lost property reunions, and overseeing keycard or maintenance fixes to keep the holiday on track.
Safety & Wellbeing: Act as a key responder for Health & Safety escalations, guest illness protocols, or behaviour concerns, ensuring a safe and happy environment for everyone.
Communication & Culture: Role-model our values every day. You’ll deliver daily briefs, coach your team in real-time, and maintain seamless communication with departments like Accommodation, Safety, and F&B

Requirements:

Guest-Centric Professionalism: You possess a strong background in hospitality or leisure, underpinned by a genuine passion for service excellence. You demonstrate high emotional intelligence and the ability to communicate empathetically, even in challenging or high-pressure situations.
Decisive Leadership: You are a confident leader who motivates by example. You excel at coaching teams, maintaining service standards, and making informed local decisions—such as awarding goodwill gestures—while always considering the broader impact on the business.
Composure & Prioritisation: You thrive in fast-paced environments, demonstrating the ability to think critically and manage multiple priorities simultaneously. Whether during peak check-in periods or complex resolutions, you remain calm and solution-oriented.
Technical Proficiency: You are adept at using digital platforms and communication tools (including PRiME, radios, and booking systems) to ensure all guest interactions are logged accurately and handovers are seamless.
Proactive Commitment: You embody our value to 'get stuck in,' showing a willingness to be hands-on across the resort. Whether supporting the front line during a busy arrival or personally conducting a room inspection, no task is too small to ensure guest satisfaction.
Operational Flexibility: You understand the unique demands of a resort environment and are committed to supporting the operation during essential periods, including evenings, weekends, and peak holiday dates.

Additional Information:

Job Posted:
April 27, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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