At a Glance
- Tasks: Lead a dynamic Guest Services team to create exceptional guest experiences.
- Company: Join St David's Cardiff, a top shopping destination in a vibrant city.
- Benefits: Competitive pay, supportive team, and a fast-paced work environment.
- Other info: Embrace varied challenges and grow in a collaborative atmosphere.
- Why this job: Make a real impact by delivering best-in-class guest experiences every day.
- Qualifications: 3+ years in a supervisory role with strong communication skills.
The predicted salary is between 30000 - 32700 £ per year.
- Job Title
- Guest Services Lead
- Reports to: Regional Guest Experience Lead
- Key Purpose of the Role
As our Guest Services Lead, you will lead and empower a high-performing Guest Services team while setting the standard for exceptional guest experience.
You will support operational excellence across all guest touchpoints and collaborate with centre management, brand partners, and service providers to deliver a consistently premium experience.
- Main Responsibilities
- Team Leadership: Line‑manage the Guest Services team, ensuring representation of the centre is always professional, welcoming, and aligned to brand standards.
- Lead by Example: Demonstrate exceptional guest service in every interaction across a busy city‑centre environment.
- Experience Excellence: Maintain high standards across all guest touchpoints, including information desks, digital enquiries, and centre facilities.
- Resource Management: Support budgeting, manage staff rotas, and ensure effective coverage in line with peak trading periods.
- Centre Knowledge: Stay up to date with retail partners, events, promotions, and local city activity to confidently support guests.
- Drive Guest Feedback: Champion guest feedback initiatives (including Made You Smile) to gather insight and continuously improve the experience.
- Performance Monitoring: Drive improvements in service performance through Mystery Shop results and NPS+.
- Training & Development: Deliver engaging training to enhance team knowledge, confidence, and service delivery.
- Performance Management: Manage conduct, performance, and absence in line with company policies.
- Collaborative Working: Build strong relationships with brand partners, centre teams, and external stakeholders to support centre‑wide activity.
- Complaint Resolution: Manage and resolve escalated concerns with confidence, empathy, and professionalism.
- Attributes & Personality
- Smart, professional, and detail orientated
- A natural host – confident, engaging, and guest focused
- Positive, resilient, and solutions driven
- Proactive with a forward‑thinking mindset
- Passionate about delivering exceptional experiences
Experience
- Minimum 3 years’ experience in a supervisory or management role within a guest‑focused environment
- Experience leading teams in a fast‑paced, high‑volume setting
- Proven ability to manage and resolve customer complaints effectively
Skills & Strengths
- Strong interpersonal and communication skills
- Excellent organisational and time‑management abilities
- Confident delegator with a focus on team development
- Ability to motivate, inspire, and role‑model excellence
- Confidence in spotting opportunities and having the confidence to make changes to enhance the guest experience
- Strong teamwork and collaboration skills
- Competent in Microsoft Office, including Excel
Qualifications
- 5 GCSEs or equivalent (including Maths & English)
- Fluent in written and spoken English
Why Join St David's Cardiff?
- Be part of one of the UK’s leading shopping destinations in a vibrant capital city
- Play a key role in delivering a best‑in‑class guest experience
- Work within a fast‑paced, high‑energy environment with varied daily challenges
- Be part of a collaborative and supportive team where initiative is valued
EEO Statement
Together our diversity makes us stronger.
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Guest Services Lead in Cardiff employer: Mitie
Mitie is an excellent employer that prioritises employee wellbeing and development, offering a supportive work culture in Belfast. With benefits such as a branded vehicle and access to an Employee Assistance Programme, employees can thrive both personally and professionally while contributing to high service delivery standards across multiple sites. The company fosters growth opportunities, making it an ideal place for those seeking meaningful and rewarding employment in the facilities maintenance sector.
