Steward Supervisor - Seasonal

Job title:

Seasonal Steward Supervisor

Job family:

Engagement, Entertainment, Education

Job ref:

Job family definition

Roles within the Engagement, Learning and Entertainment job family focus upon the Eden experience, providing interpretation activities, learning programs, encounters and events, which engage, inspire and entertain, thus enhancing individuals understanding, experience, skills and enjoyment.

Role purpose

To supervise and motivate the Eden Engagement Team, ensuring that the team effectively delivers a consistent, world class experience for our visitors whilst ensuring a smooth visitor journey across all areas of the site. To encourage and ensure that the team are engaging with our visitors across site to communicate and champion the Eden story at all times. You will work alongside the Guest Engagement Team Leader and report into the Guest Engagement Manager and Guest Services Manager to run an efficient daily operation. Ensuring that we operate as one-team working together to deliver a consistent, world-class experience for all our visitors that inspires positive change.

Key accountabilities

Supervise the Guest Engagement Team and support their welfare, development and performance ensuring that they are a positive, motivated, confident team who feel set up to succeed and enjoy the diverse role they fulfil.

Reporting to the Guest Engagement Team Leader, you will also work closely with the Duty Managers and other Visitor Service Team Leaders and Supervisors to ensure that everybody supports each other seamlessly to create the best possible visitor experience is delivered; from arrival to departure. You will lead the delivery of the diverse daily operational aspects and ensure the team are engaging and welcoming to all our guests.

Variety is at the heart of the role and with the appropriate training and support you may be required to work alongside the Retail and Admissions, and Hospitality and Events teams, according to business needs.

To lead and supervise a team of Stewards and Facilitators and work in collaboration with the Guest Engagement Team Leader to ensure that day rota’s are correct, the day runs smoothly and all are communicated with. Strong leadership and motivational skills with a ‘can do’ attitude always adapting to the diverse skills and experience of the team. Ensure that all team members are trained and constantly updated on developments to the daily operation.

Confident understanding and positive attitude towards health and safety and the demands of the various roles of the team and their working conditions. To maintain relevant and update operational systems and procedures.

To always consider the wellbeing and safety of visitors and colleagues by working closely with the daily operational teams to prevent and solve visitors’ problems and actively championing service excellence and the Eden spirit.

To support the Guest Engagement Team, induction and training programs. To carry out administrative tasks such as scheduling, ensuring that the team delivery is within agreed payroll budgets.

Demands of the role

Education & qualifications

Operational experience of maintaining controls and systems within a multi-skilled environment. Qualified to A level or equivalent or relevant NVQ level 3 or 4 qualification or National Diploma/Certificate.

Knowledge & skills

The ability to plan, manage, organise and report on both your own work and the work of other team members. Highly organised, proactive and flexible, in approach to your work. ICT literate with a very good working knowledge of Microsoft Office applications.

Decision- making

Make day to day decisions to ensure that the daily operational delivery is seamless. This will require an adaptive and flexible approach. Reporting to your Line Manager regularly, escalating any business critical decisions to the Guest Engagement Team Manager.

Resourcefulness

Self-motivated with the ability to work on your own. Ability to adapt to and tackle challenges head on with a positive, can-do attitude. Reactive problem solving is routine. The ability to work with other teams to plan and schedule delivery on site in the most organised and streamlined way possible, often to extremely tight deadlines.

People & asset management

Strong character, team player, completer-finisher and a ‘can do’ attitude. This role shares responsibility for the supervision of a team of up to 45 members. Shared responsibility of tools and equipment and personnel data within the department. Shared responsibility of managing staffing levels to budgetary requirements.

Communication & visitor experience

Provide an outstanding level of supervision, support and feedback to the Guest Engagement Team by positively championing and promoting the Eden story and its operation with exemplary communication skills. Reporting effectively into the Guest Engagement Team Leader with updates on the team's activities.

Operational environment

This role involves working in a variety of climatic environments across site as well as office time. You will need to be self-motivated to manage the day to day whilst leading the team, although you will work alongside the Guest Engagement Team Leader, and have regular contact with the Guest Engagement and Guest Service managers. In order to meet operational site needs you will be required to work weekends and some evenings.