{"id":2795728,"url":"https://alion.io/job/butlins-guest-resolutions-supervisor","title":"Guest Resolutions Supervisor","company":{"id":668746,"name":"Butlin's","domain":"butlins.com","url":"https://alion.io/company/butlins","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bognor Regis, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":82000,"period":"year","method":"role_country_seniority_unknown","sample_n":820},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T22:56:28Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T20:28:29Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\n\nYou 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.\n\nYou will:\nLead and supervise the Welcome Team ensuring consistent delivery of the arrival, check-in and day-visit experience.\nRespond to escalated guest issues from Central Guest Services, owning the full resolution process.\nCoordinate accommodation tasks to resolve guest problems outside of changeover days\nAct as the evening point of contact for guest problem-solving across resort.\nMaintain high levels of guest satisfaction through fast, empathetic and solution-focused response.\nEnsure clear communication, accurate logging on PRiME, trackers and handovers.\nKey Responsibilities\nWelcome Experience, Arrivals & Day Visits Leadership\n\nSupervise the Welcome Team to ensure fast, friendly and efficient guest arrivals and check-ins.\nOversee queue management, signage, flow and peak-time support.\nSupport the Day Visits operation, ensuring smooth entry, information provision and problem resolution.\nDeliver on-the-day solutions for guests arriving with booking issues, upgrades or unresolved queries.\nEnsure the Welcome Area is always staffed, guest-ready and equipped.\n\nEscalated Guest Problem Resolution (On-Resort Ownership)\n\nYou will own and resolve issues escalated from Central Guest Services including:\n\nLost Property (On-Resort & Post-Break)\n\nCoordinate “left in unit” recovery with Accommodation teams.\nReview central lost property spreadsheets and contact guests to reunite or arrange postage.\n\nKey Card & Accommodation Access Issues\n\nCarry the duty phone and coordinate let-ins or arrange team attendance.\nCommunicate updates back to Central Team Leader.\n\nAccommodation Moves / Inspections / High-Priority Issues\n\nContact guests regarding approved moves.\nChase guest jobs that are overdue our SLA’s\n\nGoodwill & Complaint Escalations\n\nMake local decisions on goodwill gestures within agreed limits.\nResolve escalated restaurant, activities, venues or add-on issues once passed from central.\nUpdate PRiME and close the loop with guests.\n\nWristband Issues, Replacements & Local Payments\n\nTake payment for re-issue charges and distribute replacement wristbands locally.\n\nHealth & Safety, Emergency and Behaviour Calls\n\nAttend or coordinate the correct team response for H&S escalations.\nSupport Accommodation/Safety with behaviour escalations requiring intervention.\nAction infestations escalated from central (inspection, move requests, follow-up).\n\nHigh-Risk SOP Escalations\n\nAttend rooms or locations as required\nCoordinate with Resort Safety and follow SOP protocols.\n\nIllness / Norovirus Processes\n\nComplete relevant paper work and update PRiME.\nContact guests to advise on isolation or departure instructions where required.\n\nAccidents / First Aid / Emergency Services Support\n\nCoordinate completion of accident forms and ensure first aid have attended\n\nAccommodation Task Coordination\n\nAssign jobs to team members for:\nKeycard issues\nInventory needs\nRecleans\nGuest moves\nAny other guest related need\nEvening Resort Coverage\n\nAct as primary guest-resolution contact across resort during evening hours.\nMake proactive patrols of common areas, identifying and resolving guest issues early.\nProvide real-time communication to management for significant issues.\nTeam Leadership, Culture & Development\n\nLead, coach and direct the Welcome Team and any allocated evening resolution staff.\nDeliver daily briefs, shift expectations and service standards.\nMonitor service levels, guest interactions and queue performance.\nProvide real-time feedback and ensure all team members understand the guest journey.\nRole-model Butlin’s Values and Leadership Behaviours at all times.\nOperational Excellence, Safety & Compliance\n\nEnsure all processes relating to incident handling, escalation and PRiME logging are followed.\nMaintain full compliance with H&S, accident reporting, safeguarding, data protection and emergency SOPs.\nEnsure the duty mobile is managed professionally with timely response and clear communication.\nComplete daily checks of Welcome areas and operational readiness.\n Collaboration & Communication\n\nWork closely with Central Guest Services to complete escalated cases quickly and accurately.\nMaintain strong relationships with Accommodation, Facilities, Resort Safety, Entertainment and F&B teams.\nProvide clear handovers to management for unresolved evening cases.\nUpdate trackers, PRiME notes and follow-up logs to ensure accuracy and transparency.\nSkills, Knowledge & Expertise\n\nExperience in guest-facing roles within hospitality, tourism, leisure or customer service.\nStrong problem-solving skills with the ability to stay calm under pressure.\nConfidence supervising a team and leading from the front.\nAbility to resolve complaints empathetically while maintaining standards.\nExperience working with multiple departments and managing stakeholders.\nStrong written and verbal communication skills.\nCompetency using digital systems (trackers, PRiME, radios, handhelds, booking systems).\nAbility to work evenings, weekends and peak periods.","description_format":"text","description_chars":5408,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-17T22:56:28Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-20T06:21:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":94,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.945,"p_room":1,"age_days":3,"expected_fill_days":14,"reasons":["conf:2","urgency","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/butlins-guest-resolutions-supervisor","json_url":"https://alion.io/job/butlins-guest-resolutions-supervisor.json","meta":{"generated_at":"2026-10-20T21:39:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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