Regional Guest Experience Manager - UK North

Join to apply for the Regional Guest Experience Manager - UK North role at Mitie Cleaning & Hygiene Services.

Reporting to: Head of Guest Experience and Community

Our values and behaviours

Purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

Promise to our people: a place to work where you can thrive and be your best every day.

Promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Culture – core values and how we behave:

• We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will.
• We are built on integrity and trust: integrity and trust are at the heart of all we do. We treat others as we would like to be treated.
• We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers is in our DNA.
• Diversity: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights.
• Customers’ business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Responsibilities and Objectives

You will be responsible for the delivery of the Mitie Guest Experience Program, with the support and direction of the Head of Guest Experience. Working alongside significant client stakeholders for a key multi-site national contract, you will ensure Mitie delivers a world-class guest experience to all under the Elevate model. You will use Mitie and client guest data and feedback to support the creation and delivery of the annual strategic plan, ensuring Guest Experience KPIs are achieved and exceeded.

You will work closely with the client’s Guest Experience Managers and directly line-manage the Guest Experience Leads at each location. As part of the Guest Experience team, you will focus on continuous improvement, reviewing and identifying new opportunities and best practice for the end-to-end guest journey, including processes, measures, investment and training. You will also support Mitie’s strategy on social value and community, as well as the Diversity & Inclusion strategy, working with the client team to ensure all locations are accessible and welcoming for all.

Key Objectives

• Excellent organisational skills to deliver an exceptional service and bring our strategy to life for the Partners and Guests.
• Own the service delivered by all assets, partners and departments.
• Align the service delivery across the region, ensuring a consistent experience for colleagues and team members.
• Manage, train and coach a diverse team of individuals to drive exceptional levels of guest service.
• Proactively identify improvement opportunities regarding processes and operational delivery and support the change management path to deliver the change.
• Ensure the Guest Service Areas are set up and working as intended, ensuring colleagues and partners are set up for success.

Main Duties

• Develop and train a highly motivated team that delivers service that exceeds expectations and sets us apart from our competitors.
• Take a hands-on face-to-face approach while maintaining a strategic eye for the development of the business and team members.
• Deliver regular team meetings, 1-1 sessions and training to ensure your team is up to date, motivated and involved.
• Link team’s personal objective goals to business vision and strategy, facilitating and supporting development needs of the team.
• Manage the talent pipeline across the team, retaining the best talent and providing opportunity for growth.
• Assess training needs through job chats and the appraisal system, and provide cross-training opportunities to your team, the wider Mitie team and Elevate partners.
• Ensure service line teams are presentable and demonstrating the Mitie and Asset values every day.
• Direct line management of the site-based Guest Services Teams.
• Monitor the Guest Service data through all applications – Mystery Shop, NPS.
• Measure the success of the Guest Experience Programme through oversight of key KPIs and metrics such as retention levels, recruitment success, complaints, staff surveys, mystery shops and mystery audits.
• Research the latest trends, practices and news related to guest experience and social value.

Process

• Complete regular audits to identify challenges and opportunities, and deploy improvement mechanisms.
• Guide the team to ensure strategy and objectives are followed.
• Capture additional revenue opportunities.
• Arrange regular Mystery Shopper visits, prepare improvement plans and monitor progress.
• Deliver and support all training materials to ensure each team is fully trained, up to date and delivering to expectation.

Person Specification

Skills

• Proven track record of comparable site leadership experience over several years working within the retail environment.
• Proactive, organised and meticulous – passionate about Guest Experience.
• Excellent training and management skills.
• Demonstrable experience transforming service delivery to meet new and improved standards.
• A winning mindset that implements a culture of success and is skilled at taking your team and peers on a journey.
• Innovative qualities and highly capable of taking an active lead role within a dynamic leadership team.
• Warm and engaging personality style, ability to quickly build rapport and relationships with site users and peers.
• Exceptional verbal, written and interpersonal communication skills with core competencies around delivering service excellence.
• Immaculate personal presentation.
• Ability to identify and resolve issues, and meet and exceed the expectations of our client.
• Highly proficient in Outlook, Word, Teams, PowerPoint and Excel.
• Knowledgeable and approachable – highly visible, always available and the obvious go-to person.
• Professional, friendly and attentive.
• Connected, calm and in control.
• Skilfully anticipates the needs of the guest.

Benefits

We offer a range of benefits that suit your lifestyle, including a virtual GP for you and your household, financial wellbeing assistance through our Salary Finance scheme, and a flexible lifestyle benefits platform, Choices. You may purchase up to five extra days’ holiday each year and buy critical illness insurance or technology products at an affordable cost. We provide high-street discounts from thousands of well-known retailers, a cycle-to-work scheme, life cover of up to four times your salary, enhanced pension contributions, a save-as-you-earn scheme, a Mitie Matching Share Plan, and Mitie Stars recognition with cash prizes.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need reasonable adjustments during the recruitment process, please let us know.

Seniority level: Director

Employment type: Full-time

Job function: Management and Manufacturing

Industries: Facilities Services