Senior Supervisor
About us
Hockerhill is a unique indoor and outdoor adventure play space for children located in Brewood, South Staffordshire. We are a family run start up business aiming to provide a fun, nurturing and educational space for children and their families.
We want a passionate and experienced leader capable of delivering an exceptional visitor experience that exceeds customers’ expectations. You have the opportunity to help lead the team at Hockerhill, a vibrant new visitor attraction that will be buzzing with life and energy.
The successful applicant will be highly commercial and have a proven track record of delivering success in a similar environment.
Role Overview
As a Senior Supervisor, you will play a key role in supporting the day\-to\-day operations of the business, ensuring exceptional customer experience, smooth service flow, and strong team leadership. You will act as a bridge between management and the team, leading by example and maintaining high standards across all areas of the venue.
AVAILABILITY: Weekend availability essential. Will need most Friday, Saturdays and Sundays with some weekday shifts but predominantly weekends needed.
Leadership \& Team Management
- Lead, motivate and support the team during shifts to maintain a positive and productive working environment
- Supervise staff performance, providing guidance and on\-the\-spot coaching where needed
- Assist with training new team members and supporting ongoing development
- Step in as deputy manager when required (General Manager absence)
- Some admin tasks may be required
- Knowledge of Google Docs/ Microsoft systems
- Ensure all guests receive a warm welcome and excellent service at all times
- Handle customer queries, feedback and complaints in a professional and diplomatic manner
- Maintain high standards of cleanliness, presentation and safety throughout the venue
- Email responses as and when needed
- Oversee smooth daily operations including front of house, café, and parties/ events
- Support shift planning and ensure appropriate staffing levels are maintained
- Monitor stock levels and report shortages or issues
- Ensure all opening and closing procedures are completed accurately
- Oversea and manage Supervisors in order to maintain the standards required
- Ensure compliance with all health and safety regulations and company policies
- Actively promote a safe environment for both customers and staff
- Report and manage incidents in line with company procedures
- Previous supervisory or leadership experience in hospitality or leisure \- ESSENTIAL
- Strong communication and interpersonal skills
- Ability to lead by example and remain calm under pressure
- Excellent organisational and problem\-solving skills
- Customer\-focused with a proactive approach
- Friendly, approachable and confident
- High attention to detail
- Reliable and flexible with working hours \- MOST WEEKENDS ESSENTIAL
- Passionate about delivering high\-quality customer experiences
- Able to maintain a professional and neutral position within the team
- Punctual, arriving with a positive hard\-working attitude.
- Customer focused.
- Ability to communicate and work confidently, independently, and as part of a team.
- Ability to use your own initiative.
- Have energy and enthusiasm in your delivery of exceptional customer service.
- To remain focused in high pressure situations.
- Have excellent product knowledge.
- Maintain high standards with attention to detail.
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- On\-site parking
- Customer service: 4 years (required)
- Supervising: 3 years (required)
- Hospitality: 4 years (required)
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