Guest Experience Supervisor

Fulham Pier

Positioned along the Thames and nestled by parkland, weve bought life to this pocket of Southwest London by creating a unique destination thatll be open morning, noon and night. Whether a visitor is looking to start the day with sunrise yoga, pop in for a flat white in between meetings, make space for mindfulness in their lunch break, try a pizza making class with the kids, or make a date with a glass of bubbles, theres something for everyone. Your role in this destination is to be the exceptional host, to make every visit a memorable experience, to make every day worth savouring. Fulham Pier is the heart of the community, and so are you. Role

As one of our Guest Experience Supervisors, you will be at the forefront of providing exceptional leadership and support to our Guest Experience team, ensuring a seamless consumer experience, both at the venue and through our communication channels. Reporting to the Head of Guest Experience & Guest Experience Manager, you will share in the mission to deliver best-in-class levels of guest experience, cementing our reputation as a go-to venue with exemplary standards of service. You will look to exceed expectations at every opportunity; finding innovative ways to surprise and delight our guests, personalising the guest experience; creating a culture of team members that all consider themselves moment-makers. Responsibilities

As one of the main points of contact, at the venue you will be an ambassador for our brand identity and the custodian of our vision to create special and memorable moments at every opportunity, considering the entire guest journey and working with all teams that contribute to that experience. At the helm of our guest services desk, you will hold special responsibility for ensuring smooth coordination between our different service concepts (hotel, restaurants, members club, riverside market, events and entertainment venues) and will have a comprehensive understanding of what is happening throughout Fulham Pier, making recommendations to guests on how to make the most of their time with us. Your dedication to making a difference will shine as you reach for the highest levels of guest engagement and experience. Preferred experience

To excel in this role, youll bring a proven track record of delivering exceptional levels of customer service in a fast-paced hospitality setting, leading by example and inspiring others to achieve their very best. Your experience working within a busy operational environment will be highly valued as you establish yourself as a dependable member of our dedicated guest experience team. Your communication expertise will shine as you reach for the highest standards of guest engagement; always looking for opportunities to go above and beyond to make a guests day truly memorable. Previous experience within events, high level hospitality, customer service and/or venue launches is particularly desirable. In this dynamic role, attention to detail will be crucial, especially during fast-paced and complexwork situations, such as multiple onsite events. Your proactive approach will be highly appreciated as you anticipate and forecast challenges that may impact service delivery, ensuring seamless experiences for our guests. Flexibility and adaptability are traits that will serve you well in this role, as youll be required to work early mornings, evenings, weekends, and bank holidays to meet the demands of our events Health & safety As confident custodians, all staff must adhere to Fulham Piers Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager. Safeguarding

Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Piers commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies. Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Piers Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.

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