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- Tasks: Lead a dynamic team to deliver exceptional guest experiences at Clarks Village.
- Company: Join one of the UK's leading outlet destinations with a focus on guest-first culture.
- Benefits: Competitive salary, career development opportunities, and a vibrant work environment.
- Why this job: Shape the guest experience and make a real impact in a fast-paced setting.
- Qualifications: 3+ years in management, excellent communication skills, and a passion for customer service.
- Other info: Be part of a supportive team that values enthusiasm and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Key Purpose: Lead our Guest Service team in delivering a world-class experience at one of the UKs leading Outlet destinations. Join Clarks Village as our Guest Services Lead, where you’ll drive a best-in-class guest-first culture, motivate a dynamic team, and partner with senior leadership to elevate every aspect of the guest experience journey. Play a key role in shaping the operational excellence and premium reputation of our centre.
Main duties of the role:
- Responsible for line managing the Guest Services team which provides the first point of contact for a variety of stakeholders visiting the shopping centre.
- Lead by example, modelling exceptional guest service and always putting the guest at the heart of everything you do.
- Ensure highest guest services levels across all centre touch points from the guest toilets to our online guest enquiries and Clarks Village services whilst looking for opportunities to continuously improve these offerings.
- Support with the Guest Service budget, manage rotas and staffing levels.
- Maintain up to date knowledge of events and promotions within the centre and the city to ensure regular and accurate communication of information.
- Lead by example by seeking feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative and encouraging your mall team to do the same.
- Drive exceptional guest interactions, measured via quarterly Mystery Shop visits and monthly NPS+.
- Deliver training to all to improve the skills and knowledge of our guest facing mall teams to improve the overall experience in our centre.
- Challenge poor performance issues within the team as required and follow HR procedures when needed and monitoring the team’s timekeeping and absences.
- Build relationships with and work closely with our Brand Partners and Elevate service partners to deliver centre initiatives.
- Handle escalated guest issues and complaints and ensuring guest satisfaction.
What you need to be a successful Guest Services Lead:
- Smart and well presented, with a keen eye for detail.
- A genuine people person with a flair for hosting.
- A ‘can do’ attitude.
- Forward-thinking, progressive attitude.
- Experience of leading teams in a guest-focused, fast-paced environment.
- Experience in managing and supporting events.
- Go the extra mile to support the team to deliver excellent guest experience to all customers visiting the centre.
- Keen to drive success-driven results.
- Excellent inter-personal skills and an ability to lead by example.
- 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 return a positive outcome.
- Effective time 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 management or supervisory role, working for a guest focused/experience organisation.
- Experience in dealing with customer 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.
Mitie | Guest Services Lead in Street employer: Clarks Village
Contact Detail:
Clarks Village Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mitie | Guest Services Lead in Street
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with guests and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your guest service scenarios! Think about how you'd handle different situations, like a guest complaint or a busy event. Being prepared will help you shine during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Network with current or former employees if you can. They can give you insider tips on what the hiring managers are looking for and what it’s really like to work there. Plus, it shows your genuine interest in the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Clarks Village.
We think you need these skills to ace Mitie | Guest Services Lead in Street
Some tips for your application 🫡
Show Your Passion for Guest Service: When writing your application, let your enthusiasm for guest service shine through! Share specific examples of how you've gone the extra mile to create memorable experiences for guests in your previous roles.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight your relevant experience and skills that match the job description. We want to see how your background aligns with our vision for a world-class guest experience!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for the Guest Services Lead role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it shows you’re keen to join our team at Clarks Village!
How to prepare for a job interview at Clarks Village
✨Know Your Guest Service Fundamentals
Before the interview, brush up on the key principles of exceptional guest service. Understand what it means to put the guest first and be ready to share examples from your past experiences where you’ve gone above and beyond for customers.
✨Showcase Your Leadership Skills
As a Guest Services Lead, you'll need to demonstrate your ability to lead and motivate a team. Prepare specific examples of how you've successfully managed teams in fast-paced environments, highlighting your approach to training and supporting team members.
✨Be Ready to Discuss Feedback Mechanisms
Since the role involves driving guest feedback initiatives, think about how you’ve previously gathered and acted on customer feedback. Be prepared to discuss how you would implement similar strategies at Clarks Village to enhance the guest experience.
✨Demonstrate Your Problem-Solving Skills
Expect questions about handling escalated guest issues. Prepare scenarios where you effectively resolved complaints or challenges, showcasing your customer-focused approach and ability to turn negative situations into positive outcomes.