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- Tasks: Lead a dynamic team to deliver exceptional guest experiences at Gunwharf Quays.
- Company: Join one of the UK's top premium outlet destinations, known for its vibrant atmosphere.
- Benefits: Enjoy competitive pay, a supportive team culture, and opportunities for personal growth.
- Why this job: Shape the guest experience while working in a fast-paced, fun environment with a focus on excellence.
- Qualifications: 3+ years in a management role, strong communication skills, and a passion for customer service.
- Other info: Be part of a team that values feedback and continuous improvement in guest services.
The predicted salary is between 28800 - 43200 £ per year.
Guest Services Lead
Mitie Location: Gunwharf Quays, Portsmouth Contract type: full-time Pay: Competitive Closing Date: Closing Date:
Lead our Guest Service team in delivering a world-class experience at one of the UKs leading premium outlet destinations.
Join Gunwharf Quays 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. 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 Gunwharf Quays services whilst looking for opportunities to continuously improve these offerings.
- Manage the Guest Service budget, overseeing 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 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 to deliver centre initiatives.
- Handle escalated guest issues and complaints and ensuring guest satisfaction.
What you need to be successful
- 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 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 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.
(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.
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Guest Services Lead employer: Gunwharf Quays
Contact Detail:
Gunwharf Quays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Lead
✨Tip Number 1
Familiarise yourself with Gunwharf Quays and its offerings. Understanding the centre's unique features, events, and promotions will help you engage with guests more effectively and demonstrate your passion for the role during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in a guest-focused environment. Be ready to discuss specific situations where you motivated your team or improved guest experiences.
✨Tip Number 3
Network with current or former employees of Gunwharf Quays if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare to discuss your strategies for handling guest complaints and ensuring satisfaction. Highlighting your problem-solving skills and customer service philosophy will demonstrate your fit for the Guest Services Lead role.
We think you need these skills to ace Guest Services Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest services and team management. Use specific examples that demonstrate your ability to lead a team and enhance guest experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest services and your leadership skills. Mention how your previous experiences align with the responsibilities of the Guest Services Lead role.
Highlight Relevant Skills: In your application, emphasise your interpersonal skills, problem-solving abilities, and experience in managing teams. These are crucial for the role and should be clearly articulated.
Showcase Your Achievements: Include any measurable achievements from your past roles, such as improvements in guest satisfaction scores or successful event management. This will help demonstrate your capability to drive results.
How to prepare for a job interview at Gunwharf Quays
✨Showcase Your Leadership Skills
As a Guest Services Lead, you'll be managing a team. Be prepared to discuss your previous leadership experiences, how you motivated your team, and any specific examples of how you improved guest services in past roles.
✨Demonstrate Your Guest-Centric Approach
This role is all about putting guests first. Share examples of how you've handled guest complaints or feedback in the past, and how you ensured a positive outcome. Highlight your ability to create a welcoming environment.
✨Know the Venue Inside Out
Familiarise yourself with Gunwharf Quays and its offerings. Being knowledgeable about the centre's events, promotions, and services will show your genuine interest in the role and help you answer questions more effectively.
✨Exhibit Strong Communication Skills
Effective communication is key in this position. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would communicate with both guests and team members to ensure a seamless experience.