To provide an exceptional, welcoming and inclusive experience for every guest visiting the centre. The Guest Services Team is the first point of contact for many visitors and plays a key role in creating a safe, accessible and enjoyable environment.
Key Responsibilities
Guest Experience
- Welcome and assist guests in a friendly, professional and approachable manner.
- Provide accurate information about the centre, retailers, facilities, events and services.
- Respond to guest enquiries in person, by telephone and through other communication channels.
- Proactively engage with guests and identify opportunities to exceed their expectations.
- Handle feedback and complaints professionally, resolving issues wherever possible and escalating when required.
- Follow up on guest enquiries and ensure actions are completed.
Accessibility & Inclusion
- Support guests with additional needs and provide an inclusive and accessible experience.
- Manage mobility equipment, including wheelchairs and mobility scooters, in line with centre procedures.
- Support the use of accessibility facilities, including sensory resources and quiet spaces.
- Assist vulnerable guests and follow safeguarding and welfare procedures.
- Promote an environment where every guest feels respected, valued and included.
Guest Services Operations
- Manage the Guest Services desk and ensure it is clean, organised and fully operational.
- Process and manage Centre:MK Gift Card sales and related enquiries.
- Manage lost property in accordance with centre procedures.
- Assist with mobility equipment bookings, returns, checks and records.
- Maintain accurate records and complete relevant documentation and digital systems.
- Support centre events, promotions and special activities.
- Ensure all Guest Services equipment and resources are maintained and available for use.
Teamwork & Communication
- Work collaboratively with colleagues, retailers, security, cleaning, management and other centre teams.
- Communicate clearly and professionally at all times.
- Attend team briefings, training and toolbox talks.
- Share relevant guest feedback, trends and operational issues with the wider team.
- Support colleagues during busy periods and major centre events.
Standards & Expectations
The Guest Services Team Member is expected to:
- Deliver consistently high standards of customer service.
- Take ownership of guest enquiries and problems.
- Demonstrate professionalism, empathy and patience.
- Maintain confidentiality when dealing with guest information.
- Be proactive rather than waiting for guests to ask for assistance.
- Represent the centre positively at all times.
- Follow company policies, procedures and agreed standards.
- Contribute ideas that improve the guest experience and Guest Services operation.
Skills & Experience
- Excellent communication and interpersonal skills.
- Ability to remain calm and professional under pressure.
- Good problem-solving and decision-making skills.
- Ability to work independently and as part of a team.
- Good organisational and administrative skills.
- Basic IT and digital-system skills.
- Ability to deal confidently with difficult or sensitive situations.
- A genuine commitment to accessibility, inclusion and guest welfare.
Key Performance Areas
Performance may be measured through:
- Guest satisfaction and feedback.
- Quality and consistency of customer service.
- Accuracy of records and transactions.
- Mobility equipment management.
- Gift Card sales and service.
- Lost property management.
- Response to guest issues and follow-up.
- Compliance with safety and centre procedures.
- Teamwork, communication and contribution to continuous improvement.
The overall aim of Guest Services is to make every guest feel welcomed, supported, safe and valued from the moment they arrive at the centre until they leave.
About Us
‘For nearly 50 years, we’ve played a vital role in helping our customers succeed. Built on strong, long‑standing relationships, our business is powered by people who are deeply connected to the communities where we live and work.
Our purpose guides every action and decision we make, “to proudly create safer and healthier communities today, for tomorrow.” It reflects who we are, what we stand for, and the impact we strive to make every day.
Across our team of 27,000 dedicated professionals from 157 countries, that purpose comes to life through commitment, care, and a shared responsibility to the people we serve—now and for generations to come.
‘When you join Bidvest Noonan, you’re joining a team where your work has real impact, where your career can grow, where you belong, and where you help shape a safer, healthier future for us all.’ #J-18808-Ljbffr
Reception - Receptionist in Milton Keynes employer: bidvestnoonan
At Bidvest Noonan, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As an Account Director, you'll benefit from extensive employee growth opportunities, competitive remuneration, and the chance to make a meaningful impact in the communities we serve across the UK and Ireland. Join us to be part of a dedicated team that values your contributions and supports your professional development while ensuring a safe and healthy environment for all.
