Job Description

Overview

Job Title - Guest Services Lead
Role Level - Supervisory
Team - Guest Services
Location - St David's Dewi Sant Shopping Centre, Cardiff
Reporting to - Soft Services Area Manager
Hours of work - 40 hours per week, five days out of seven, to include evenings and weekends as required.

Main purpose: Lead our Guest Service team in delivering a world-class experience at one of the UKs leading premium outlet destinations. Join St David's 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.

Responsibilities

• Lead 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 placing the guest at the heart of everything you do.
• Ensure high guest services levels across all centre touch points, from guest toilets to online guest enquiries and St David\'s services, while seeking opportunities to continuously improve offerings.
• Manage the Guest Service budget, oversee rotas and staffing levels.
• Collaborate with St David\'s Guest Experience and Communities Manager to deliver on-site surprise and delight and community-driven events and activations.
• Maintain up-to-date knowledge of events and promotions within the centre and city to ensure regular and accurate communication of information.
• Encourage feedback from guests and drive the Share Your Thoughts initiative, supporting your mall team to do the same.
• Drive exceptional guest interactions as measured by quarterly Mystery Shop visits and monthly NPS+.
• Deliver training to improve the skills and knowledge of our guest-facing mall teams.
• Address performance issues in line with HR procedures and monitor the team\'s timekeeping and absences.
• Build relationships with Brand Partners to deliver centre initiatives.
• Handle escalated guest issues and complaints to ensure guest satisfaction.

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 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 a positive outcome.
• Effective time management.
• Excellent organisational skills.
• Encourages team members to set their own priorities, anticipates who needs support and provides help.
• Spread enthusiasm amongst the team, acts as a role model and constructively challenges others who are negative.
• 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 complaints and resolution thereof.
• Fluent in written and spoken English.
• 5 GCSEs or equivalent including Maths and English.
• Knowledge of Microsoft Office and Excel.