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- Tasks: Lead a dynamic team to deliver exceptional guest experiences at a top retail destination.
- Company: Join Gunwharf Quays, a leading shopping centre with a vibrant atmosphere.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Why this job: Make a real impact by shaping guest experiences and leading a passionate team.
- Qualifications: 3+ years in a supervisory role with strong customer service skills.
- Other info: Exciting environment with opportunities to develop your leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Role Level - Supervisory
Team - Guest Services
Location - Gunwharf Quays
Reporting to - Regional Guest Experience Lead
Hours of work - 40 hours per week, five days out of seven, to include evenings and weekends on a rota pattern.
Pay Rate - Competitive
Key Purpose
Lead our Guest Service team in delivering a world-class experience at one of the UKs leading Retail destinations. Join Gunwharf Quays as our Guest Services Lead, where you will 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 and Reception 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.
- Support with the Guest Service budget, manage rotas and staffing levels.
- Drive performance of Gift Card sales, meet and exceed all targets.
- Maintain up to date knowledge of events and promotions within the centre, local area and competitor destinations, to ensure regular and accurate communication of information and driving of opportunities.
- 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 a positive relationship with the Landsec Retail team and Brand Partners to ensure commercial opportunities are supported.
- Drive exceptional guest interactions, measured via quarterly Mystery Shop visits and monthly NPS+, analyse results to drive continuous improvements.
- Deliver training to all team members 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.
- Play a significant role in delivering the guest service strategy by working closely with the Landsec Guest Experience Manager.
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.
Key Strengths - Essential
- 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.
- 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 complaint.
- Fluent in written and spoken English.
- Knowledge of Microsoft Office and Excel.
Guest Services Lead in Braintree employer: Mitie
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Lead in Braintree
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and don’t be shy about introducing yourself. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Practice your pitch! When you get the chance to meet potential employers, have a quick and engaging introduction ready. Highlight your experience in guest services and how you can lead a team to deliver exceptional experiences.
✨Tip Number 3
Show up prepared! If you land an interview, research the company and its values. Be ready to discuss how your skills align with their mission to create a world-class guest experience at Gunwharf Quays.
✨Tip Number 4
Don’t forget to follow up! After any interaction, whether it’s an interview or a casual chat, send a thank-you note. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Guest Services Lead in Braintree
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 Guest Services Lead role. We want to see how your background aligns with our mission to deliver a world-class guest experience!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your achievements and qualifications. Remember, we appreciate a well-structured application!
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 role. We can’t wait to hear from you!
How to prepare for a job interview at Mitie
✨Know Your Guest Services Inside Out
Before the interview, make sure you’re well-versed in the guest services offered at Gunwharf Quays. Familiarise yourself with their current promotions, events, and any recent feedback from guests. This will show your genuine interest and help you discuss how you can enhance the guest experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in previous roles. Think about specific situations where you motivated your team or improved guest satisfaction. Be ready to discuss your approach to managing performance and handling complaints, as these are key aspects of the role.
✨Demonstrate a Guest-First Mindset
During the interview, emphasise your commitment to putting guests first. Share stories that highlight your customer service skills and how you’ve gone the extra mile to ensure a positive experience. This aligns perfectly with the company’s focus on delivering world-class service.
✨Ask Insightful Questions
Prepare thoughtful questions to ask your interviewers about the team dynamics, challenges they face, and how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values.