Mitie | Guest Services Lead

Role Level: Supervisory | Team: Guest Services | Reporting to: Soft Services Area Manager

Hours of work: 40 hours per week, five days out of seven, flexible to support evenings and weekends as required.

Key Purpose:

A great opportunity has arisen for a Guest Services Lead at St David’s Shopping Centre. This is an essential role within the Guest Services Team who will be required to hit the ground running, and to work alongside the senior management team to improve the efficiency of the department.

Working in partnership with all areas of the business to deliver a proactive world class guest service and drive operational improvement to ensure first class relationships and the delivery of exceptional customer service and experience are achieved at all times.

Leading by example whilst ensuring that the centre offers our guests a superb experience consistently, whether it’s for shopping, eating out, leisure or utilising our services. Creating a one team ethos with all Service Partners.

Main Duties of a Guest Services Lead

1. You will work closely with our Guest Community & Experience Manager and the wider senior management team, to improve the skills and knowledge in all guest facing roles to improve the experience in our centre.
2. You will be responsible for line managing the Guest Services team which provides the first point for a variety of stakeholders visiting the shopping centre such as guests, Brand Partners, businesses, and contractors.
3. You will have an excellent track record of driving exceptional guest service and will always put the ‘Guest’ and their expectations at that heart of what you do.
4. Understand our ‘Guest’ expectations and go out of your way to demonstrate commitment in exceeding them. Ensuring that the guest experience is always at the top of everyone’s agenda.
5. Within the role you will oversee guest experience throughout the centre, working with all service teams such as security and housekeeping, to ensure the highest standards of customer service are delivered at all times.
6. Work alongside Guest Services Manager to conduct training sessions and inductions for new team members and ongoing development for existing team members to enhance their customer service skills
7. Ensure guest services team and wider customer facing team maintain a professional delivery model to all stakeholders within the centre, exceeding guests’ expectations.
8. You will ensure customer experience levels across all centre touch points form the standards of customer toilets and malls to the Guest Services desk and online guest enquiries and centre services and look for opportunities to continuously improve
9. You will maintain up to date knowledge of local events and promotions within and around the centre to ensure regular and accurate communication of information.
10. Challenge situations and poor performance issues within the team as required and to follow HR procedures such as disciplinary action when needed and monitoring team timekeeping and absences.
11. Ensure departmental compliance with all aspects of Health and Safety/quality assurance and audit requirements.
12. Working closely with our Brand Partners to deliver centre initiatives.
13. Handle escalated guest issues and complaints and ensuring guest satisfaction
14. Encourage and support team members in promoting additional services or amenities to guests
15. Communication – ensuring teams are kept up to date with centre and city activities and events
16. Seek feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative.
17. Observation/coaching/feedback on teams feeding back into Guest Services Manager and senior management team
18. Supporting the Guest Services Manager in driving teams to deliver exceptional guest interactions, measured via Mystery Shop visits

What you will need to be a successful Guest Services Lead

• Experience of managing/leading teams in a guest-focused, fast-paced environment.
• Encourage and embrace change.
• Forward-thinking, progressive attitude.
• Be reliable and willing to go the extra mile to support the team to deliver excellent guest experience to all customers visiting the centre.
• Ability to take ownership and supportive to both the centre teams and senior management.
• Keen to drive success driven results
• Smart and well presented, with a keen eye for detail.
• Have a genuine flair for hosting.

Key Strengths – Essential

• Excellent inter-personal skills and an ability to establish credibility quickly.
• Ability to supervise and delegate responsibilities.
• High level of enthusiasm for the role.
• Customer focused- takes a positive approach in dealing with guest issues to a positive outcome.
• Effective time and priority management.
• Excellent organisational skills.
• Encourages team members to set their own priorities. Anticipates who needs support and provide help.
• Spread enthusiasm amongst the team and acts as a role model, adopting a can-do approach and constructively challenge others who are negative in their approach.
• Clearly and confidently communicates at all levels.
• A flexible approach and a sense of teamwork.

Knowledge, Experience and qualifications (Minimum requirements for the job)

• At least 3 years’ experience in a similar/Supervisory role, working for a guest focused/experience organisation.
• Experience in dealing with guest complaints and resolution thereof.
• Fluent in written and spoken English.
• 5 GCSE’s or equivalent including Maths and English.
• Knowledge of Microsoft Office and Excel.

Desirable

• A recognised customer service or hospitality qualification
• Welsh speaking

If you feel you meet the above criteria of this Guest Services Lead role then please apply online now!