Supervisor - Visitor Experience Duty

Job Purpose

Oversee daily visitor operations during assigned shifts to ensure seamless, high-quality service, guest safety, and operational efficiency. This role leads frontline teams, coordinates with internal departments and external vendors, and acts as the first point of escalation to support real-time guest satisfaction. It plays a core role in operational readiness, emergency response, and continuous improvement, while actively contributing to a motivated, values-driven team culture across Corallium.

Job Responsibilities

• Lead and coordinate shift-based visitor operations, ensuring consistent delivery of service excellence, safety, and efficiency across all guest-facing areas.
• Supervise and support frontline staff, assign tasks, monitor performance, and ensure operational readiness throughout the shift.
• Serve as the primary escalation point for guest complaints or operational disruptions, providing immediate and effective resolution.
• Plan and manage guest flow, queueing, and crowd control strategies, particularly during peak hours and special events.
• Ensure service points, signage, and guest facilities are clean, well-maintained, and fully functional.
• Liaise with Security, HSE, and Facilities teams to respond to incidents and uphold guest safety and well-being.
• Lead execution of emergency and evacuation procedures, including drills and real-time responses, ensuring preparedness and clarity among staff.
• Coordinate and maintain daily line schedules, and work closely with external vendors to ensure their operations align with overall guest flow.
• Collaborate with marketing and commercial teams to use visitor feedback and data to analyse performance, identify trends, and plan guest experience improvements.
• Contribute to the development and implementation of operational manuals and Health & Safety standards during the pre-opening phase.
• Build strong team culture through regular one-on-one engagement with staff, offering coaching, feedback, and support to develop talent and ensure wellbeing.
• Plan and execute staff motivation initiatives, including team-building events and recognition programs, to foster a fun and high-performing environment.
• Ensure all team members understand and commit to Corallium’s General Expectations, taking responsibility to adapt, improve, and go beyond simply following rules.
• Complete shift handovers, incident reports, and operational updates to ensure transparency and continuity across shifts.
• Support onboarding and training of new staff to ensure preparedness for delivering an experience unlike any other.
• Identify and recommend service and process improvements that enhance the overall guest journey, team effectiveness, and operational excellence.

Job Requirements:

• Bachelor’s degree in Hospitality, Events, or a related field
• 6 years of relevant experience