Guest Experience Supervisor

Daniel Owen are currently recruiting for Guest Experience Supervisors on behalf of a Facilities Management client based in Covent Garden.

Guest Experience Supervisor- Facilities Management

Location: WC2E

Salary: £27,000 per annum

Hours: Various ranging from Early morning to Night shift

Key Responsibilities:

  • Estate ambassadors supervising a team responsible for delivering world class service output on behalf of our Client, guests and visitors to the Estate
  • Work alongside the Deputy Soft Services Manager to ensure staff levels are correct and deal with ad hoc needs i.e. sickness, holiday and seasonal variances cover in line with budget requirements
  • Support the site team with managing emergency situations when requested to or required to and ensure all relevant paperwork is completed
  • Assume duty management responsibility for out of hours working (overnight supervision)
  • Resolve operational issues where possible and escalate using defined process's
  • Interpretation of Client requirements to operational deployment
  • Conduct regular equipment audits to ensure machinery is fit for purpose and correctly serviced and maintained
  • Monitor and react to environmental issues and concerns
  • Maintain basement service areas to an agreed standard recognising H&S best practice
  • Ensure staff awareness and adherence to H&S / fire / environmental and safe working practices
  • Establish and maintain positive relationship management with all external stakeholders including contractors and client management team
  • Emergency response to reactive incidents and where necessary, escalate as per the crisis management procedure
  • Develop and empower cleaning operatives, to include setting clear objectives and managing performance in conjunction with the Soft Services Management team
  • Embrace the Company culture through effective leadership, coaching and development
  • Work in partnership with the HR department to provide support with adherence to company policy and procedures (i.e. disciplinary, absence management, team review ad appraisal)
  • Communicate PPM and reactive helpdesk issues to the relevant parties by radio devices
  • Plan and facilitate effective team briefings to include participation in relevant toolbox talks and regular contributory contract review meetings
  • Lead the team to take appropriate reactive actions arising from daily operational reviews
  • Active participation in MBWA to ensure high standards are achieved across the Estate
  • To achieve continuous improvement in the quality and efficiency of the cleaning services across the Estate by conducting daily/weekly and monthly structured audits
  • Assist in the recruitment process for new cleaning operatives, to include organising and participating in the selection process
  • Plan and facilitate VIP client visits and demonstrate Client brand awareness
  • Maintain confidentiality regarding the Company, Client and colleagues in accordance with the Data Protection Act
  • Conduct any other duties deemed to be appropriate or necessary to the post.

Qualifications and Experience

  • NVQ Level 2 - Cleaning Service
  • IOSH H&S Training Accreditation
  • A minimum of two years' experience in leading a team is essential
  • A minimum of two year's working within a complex and / or prestigious environment
  • Computer literate
  • Knowledge of legislation relating to cleaning activities (COSHH / risk assessment/hygiene standards & H&S
  • Willingness to undertake any further appropriate training

Skills & Abilities (Competencies)

  • Ability to communicate with a diverse stakeholder population
  • Excellent customer service skills required
  • Foresight and the ability to plan effectively
  • Excellent and creative problem-solving skills
  • Ability to communicate with a variety of skill sets and disciplines
  • Inspires positive change
  • Maintain confidentiality at all times

If you are interested, please contact the Daniel Owen Facilities Management team today.


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Daniel Owen Ltd
Daniel Owen Ltd
Contract Type
Expiry Date
17/10/2022 09:11:00
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