Guest Services Team Manager

Role Purpose

The primary purpose of this role is to work as part of the Guest Services management team to lead the Guest Services team within the Power Station, working with the client and stakeholders to deliver a safe and seamless operation and exceptional service experiences.

Overarching objectives

• Lead, enable and motivate the team of Guest Service Associates to deliver exceptional service experiences
• Manage all elements of team performance and support individuals to sustain great performance and to develop their capability and confidence
• Work successfully with the client, occupiers, guests and service partners to deliver a safe, compliant and service focused operation
• Take ownership for resolving challenges, sharing best practise, and implementing improvements
• We put people at the heart of every great experience.

Key responsibilities

• Roster and deploy team members in accordance with the deployment plan and budget to meet the needs of the operation
• Hold one-to-one, performance and wellbeing conversations with team members to manage performance, support development and care for wellbeing
• Conduct shift briefings to inform and motivate the team at the start of their shift
• Coach team members and provide on-the-job support to improve individual capability and confidence
• Support the team in delivering our core services and responding to additional requests
• Attend escalations and lead the response to incidents, such as fire alarm activations, in line with the standard operating procedures
• Complete all reporting requirements with accuracy, including data input, fault reporting, and updating of occupier information records
• Take ownership for small projects and activities to deliver the Guest Services strategy to improve the experience for the team and for guests and occupiers
• Represent Guest Services at meetings and deputise for the Head of Guest Services as required
• Respond to inbound telephone calls and emails, always finding a solution and giving a great level of helpful service

Required knowledge, skills, experience, and behaviours

• 3-5 Years Management experience in an operational environment
• Experience working in a Retail attraction or customer service function
• Confidence using IT equipment and systems, for example laptop, tablet, phone, diary, email, access control and fault logging systems and capturing data and reporting*
• Excellent written and spoken English including spelling and grammar with the ability to reply to emails from occupiers, guests and the client
• Flexibility and a can-do attitude (things are likely to change during the mobilisation period)
• Confidence working alone and prioritising tasks, including during periods of intense workload
• Confidence giving a warm, friendly and professional service in line with our Service Personality, and communicating effectively with guests
• Being a team player, working effectively together with others across different service partners and with the client directly.
• This role requires flexibility to work weekends and late shifts. You will be scheduled for at least one full weekend off per month, plus an additional weekend day off, to support a healthy work-life balance

*Training will be given including for systems, processes and service delivery.

Location:

Circus Rd W, Nine Elms, London SW11 8DD

Pay:

£29,000-£35,000 pro-rated and subject to experience

Working hours:

The contract is 32/40 hours per week, working Monday to Sunday with the early shift time being 0900 and the latest shift time being 2100. There is the opportunity to work overtime subject to operational demand. Shifts are 8 hours long.