At a Glance
- Tasks: Lead a dynamic team to enhance guest experiences at Scotland's top retail destination.
- Company: Silverburn, a vibrant retail and leisure hub in Glasgow.
- Benefits: Continuous learning, growth opportunities, performance recognition, and supportive leadership.
- Other info: Join a collaborative environment with excellent career progression opportunities.
- Why this job: Make a real impact on guest satisfaction while developing your management skills.
- Qualifications: Experience in customer-facing management and strong leadership abilities required.
The predicted salary is between 32000 - 35005 £ per year.
- Guest Experience Manager | Management Suite
- Full Time | 40 hours/week
Job Description
About Silverburn
Silverburn is Scotland’s leading retail and leisure destination with a wide range of renowned international brands, restaurants, and entertainment experiences.
We pride ourselves on the quality and competitiveness of our offer, and our mission is to elevate every guest experience.
Since 2022 Silverburn has been owned by Henderson Park and Eurofund, asset managed by Eurofund and property managed by Workman.
Job Purpose
The Guest Experience Manager leads the Guest Services team at Silverburn Glasgow to deliver a consistently, accessible and commercially supportive guest experience.
The role owns the day-to-day operation of the Guest Services Desk and Shopmobility, whilst also acting as a centre wide point of escalation, a key liaison with retailers and Workman.
This is a hands‑on management role, The Guest Experience Manager is expected to split their time between active presence on the Guest Services Desk, the mall floor and time in the Management Suite on planning, reporting and stakeholder work.
They lead, coach and develop a team of 8 Guest Services Advisors, and are the first point of contact for escalated guest issues, retailer queries and Shopmobility matters.
Key Responsibilities
- Leadership and Team Management
- Lead, motivate, coachand develop the Guest Services team, setting clear service standards and leading by example.
- Foster a positive and collaborative team environment and ensure the team is appropriately resourced at all times.
- Manage staffingrotas, performance reviews, objectives, personal development plans, trainingand coaching.
- Attend training and development activities and ensure continuous development opportunities for the team.
- Guest Experience & Service Excellence
- Champion guest service excellence across the centre, influencing and supporting all departments to deliver world‑class service.
- Monitor guest service delivery, statistics, feedback, complaints, complimentsand mystery shopping results, conducting regular service healthchecksand reporting findings to management.
- Continuously review and challenge service delivery standards, recommending and implementing improvements and innovative guest services.
- Lead on responding to guest compliments and complaints, ensuring they are tracked, resolvedprofessionallyand escalated where necessary.
- Operations & Compliance
- Oversee the day‑to‑day operation of the Guest Services Desk and Shopmobility service.
- Ensure all Guest Services and Shopmobility policies, procedures and documentation remain up to date and compliant.
- Take responsibility for management of the Safe Child safe scheme, ensuring itremainseffective, promotedand understood by retailers and centre teams.
- Ensureaccuratereporting, audits, records and compliance with all centre procedures and standards.
- Working closely and in partnership with the Retail Business Manager build and maintain excellent relations with retailers and assist in retailer initiatives, utilising the skills and expertise of the Guest Service team.
Support with sales collection and retailer communications as required.
- Utilise Kinexio (formerly known as Mallcomm)to support retailer communications and engagement.
- Lead the promotion of mystery shopping across centre teams and support retailer participation.
- Liaise with Marketing and Commercial teams to raise awareness of services, events and initiatives, and support event delivery whenrequired.
- Support the effective delivery of the Silverburn Gift Card service in partnership with the Marketing Team.
- Attend weekly and monthly management meetings, communicating opportunities, risksand service improvement initiatives.
- General
- Undertake any other reasonable duties as required to meet the needs of the business
- Attend any training and development courses as necessary
- Act as (when required on a rota basis) the Duty Manager for the centre. (Full training will be provided).
Skills and Experience
- Proven experience in a customer‑facing management role
- Strong people management and leadership experience
- Excellent coaching, delegation, and team development skills
- Strong communication and problem‑solving abilities
- Ability to lead in a fast‑paced, customer‑focused environment
- Competent IT skills (Word, Outlook, Excel) to efficiently prepare any reporting necessary
- Experience in shopping centre, retail, or hospitality sectors
- Experience managing large or multi‑functional teams
- Knowledge of customer experience strategy and service excellence frameworks
- What We Will Do for You
- Continuous Learning: Access to tailored training programs, workshops, seminars, and industry conferences to enhance your skills and stay updated with the latest security trends.
- Growth Opportunities: Pathways for career progression and new challenges within our organization, fostering a culture of growth and advancement.
- Performance
Recognition: Acknowledgment of your achievements and outstanding performance through various recognition programs, creating a positive and motivating work environment.
- Supportive Leadership: Guidance, mentorship, and resources from our committed leadership team to support your success and help you thrive in your role.
- #J-18808-Ljbffr
Guest Experience Manager | Management Suite in Glasgow employer: Shop Silverburn
At Shop Silverburn, we pride ourselves on being an excellent employer by fostering a dynamic and inclusive work culture that empowers our team members to thrive. With generous employee benefits such as discounts and flexible holidays, we prioritise your well-being while providing ample opportunities for personal and professional growth. Join us in creating a positive atmosphere where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Manager | Management Suite in Glasgow
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Shop Silverburn. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Shop Silverburn
Don't be shy about reaching out to Shop Silverburn directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Manager | Management Suite in Glasgow
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Shop Silverburn and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Shop Silverburn
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
