Guest Resolutions Supervisor

The Guest Resolution Supervisor is responsible for supervising the Welcome Team, ensuring an exceptional arrivals and day-visit experience, and acting as the on-resort point of contact for escalated guest issues throughout the day and evening.

You will resolve issues that cannot be completed centrally, coordinate accommodation actions, and ensure all escalated tasks from the Central Team are owned, completed and closed-off to a high standard.

You will:

• Lead and supervise the Welcome Team ensuring consistent delivery of the arrival, check-in and day-visit experience.
• Respond to escalated guest issues from Central Guest Services, owning the full resolution process.
• Coordinate accommodation tasks to resolve guest problems outside of changeover days
• Act as the evening point of contact for guest problem-solving across resort.
• Maintain high levels of guest satisfaction through fast, empathetic and solution-focused response.
• Ensure clear communication, accurate logging on PRiME, trackers and handovers.

Key Responsibilities

Welcome Experience, Arrivals & Day Visits Leadership

• Supervise the Welcome Team to ensure fast, friendly and efficient guest arrivals and check-ins.
• Oversee queue management, signage, flow and peak-time support.
• Support the Day Visits operation, ensuring smooth entry, information provision and problem resolution.
• Deliver on-the-day solutions for guests arriving with booking issues, upgrades or unresolved queries.
• Ensure the Welcome Area is always staffed, guest-ready and equipped.

Escalated Guest Problem Resolution (On-Resort Ownership)

You will own and resolve issues escalated from Central Guest Services including:

Lost Property (On-Resort & Post-Break)

• Coordinate “left in unit” recovery with Accommodation teams.

• Review central lost property spreadsheets and contact guests to reunite or arrange postage.

Key Card & Accommodation Access Issues

• Carry the duty phone and coordinate let-ins or arrange team attendance.

• Communicate updates back to Central Team Leader.

Accommodation Moves / Inspections / High-Priority Issues

• Contact guests regarding approved moves.

• Chase guest jobs that are overdue our SLA’s

Goodwill & Complaint Escalations

• Make local decisions on goodwill gestures within agreed limits.

• Resolve escalated restaurant, activities, venues or add-on issues once passed from central.
• Update PRiME and close the loop with guests.

Wristband Issues, Replacements & Local Payments

• Take payment for re-issue charges and distribute replacement wristbands locally.

Health & Safety, Emergency and Behaviour Calls

• Attend or coordinate the correct team response for H&S escalations.

• Support Accommodation/Safety with behaviour escalations requiring intervention.
• Action infestations escalated from central (inspection, move requests, follow-up).

High-Risk SOP Escalations

• Attend rooms or locations as required

• Coordinate with Resort Safety and follow SOP protocols.

Illness / Norovirus Processes

• Complete relevant paper work and update PRiME.

• Contact guests to advise on isolation or departure instructions where required.

Accidents / First Aid / Emergency Services Support

• Coordinate completion of accident forms and ensure first aid have attended

Accommodation Task Coordination

• Assign jobs to team members for:

• Keycard issues
• Inventory needs
• Recleans
• Guest moves
• Any other guest related need

Evening Resort Coverage

• Act as primary guest-resolution contact across resort during evening hours.

• Make proactive patrols of common areas, identifying and resolving guest issues early.
• Provide real-time communication to management for significant issues.

Team Leadership, Culture & Development

• Lead, coach and direct the Welcome Team and any allocated evening resolution staff.

• Deliver daily briefs, shift expectations and service standards.
• Monitor service levels, guest interactions and queue performance.
• Provide real-time feedback and ensure all team members understand the guest journey.
• Role-model Butlin’s Values and Leadership Behaviours at all times.

Operational Excellence, Safety & Compliance

• Ensure all processes relating to incident handling, escalation and PRiME logging are followed.

• Maintain full compliance with H&S, accident reporting, safeguarding, data protection and emergency SOPs.
• Ensure the duty mobile is managed professionally with timely response and clear communication.
• Complete daily checks of Welcome areas and operational readiness.

Collaboration & Communication

• Work closely with Central Guest Services to complete escalated cases quickly and accurately.
• Maintain strong relationships with Accommodation, Facilities, Resort Safety, Entertainment and F&B teams.
• Provide clear handovers to management for unresolved evening cases.
• Update trackers, PRiME notes and follow-up logs to ensure accuracy and transparency.

Skills, Knowledge & Expertise

• Experience in guest-facing roles within hospitality, tourism, leisure or customer service.

• Strong problem-solving skills with the ability to stay calm under pressure.
• Confidence supervising a team and leading from the front.
• Ability to resolve complaints empathetically while maintaining standards.
• Experience working with multiple departments and managing stakeholders.
• Strong written and verbal communication skills.
• Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems).
• Ability to work evenings, weekends and peak periods.