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Guest Experience Supervisor

3 months ago

Oxford, Oxfordshire, United Kingdom Mitie Full time
Guest Experience Supervisor
Job Title - Guest Experience Team Supervisor

Role Level

  • Supervisory
Team

  • Guest Services
Location - Westgate Shopping Centre Cardiff

  • Guest Services
Desk

Reporting to
  • Guest Services
Manager

Hours of work

  • 40 hours per week, five days out of seven, flexible to support evenings and weekends as required.
Rate - £12.15

Key Purpose:

A great opportunity has arisen for a Guest Experience Team Supervisor in Westgate shopping centre.

This is an essential role within the Guest Services Team who will be required to hit the ground running, and to work alongside the team to improve the efficiency of the department.


Working in partnership with all areas of the business to deliver a proactive world class customer service and drive operational improvement to ensure first class relationships and the delivery of exceptional customer service and experience are achieved at all times.


This Supervisor position will involve effectively managing the team's day to day duties while acting as part of the team and leading by example whilst ensuring that the centre offers our customers a superb experience consistently, whether its for shopping, eating out, leisure or utilising our services.


Main Duties of a Guest ExperienceTeam Supervisor

  • You will work closely with our Guest Services Manager in the running of the Guest Services team which provides the first point for a variety of stakeholders visiting the shopping centre such as customers, retailers businesses,and contractors.
  • You will have an excellent track record of driving exceptional customer service and will always put the 'customer' and their expectations at that heart of what you do.
  • Understand our 'customer' expectations and go out of your way to demonstrate Westgate's commitment in exceeding them. Ensuring that the customer experience is always at the top of everyones agenda.
  • Oversee and motivate the Guest Services team, be enthusiastic, driven and have the ability to lead a team effectively. You will be the main contact between the Guest Services Desk and Centre Management.
  • Within the role you will oversee customer experience throughout the centre, working with all service teams such as security and housekeeping to ensure the highest standards of customer service are delivered at all times.
  • Ensure guest services team maintain a professional delivery model to all stakeholders within the centre, exceeding customers expectations
  • Support the Guest Services team in the effective delivery of services.
  • You will ensure customer experience levels across all centre touch points form the standards of customer toilets and malls to the Guest Services desk and online customer enquiries and centre services.
  • You will maintain up to date knowledge of local events and promotions within and around the centre to ensure regular and accurate communication of information.
  • Challenge situations and poor performance issues within the team as required and to follow HR procedures such as disciplinary action when needed and monitoring team timekeeping and absences.
  • Ensure departmental compliance with all aspects of Health and Safety/quality assurance and audit requirements.
  • Deliver Training to Guest Services, Housekeeping and Security teams as required.
  • To drive the Guest Experience team and the wider departments in first class customer service and to drive the Mystery Shop programme by spot checking and rectifying
  • Uniform, Badges/Lanyards.
  • To drive the Share Your Thoughts feedback platform along with the Guest Experience Manager in the Guest Experience Team and wider departments by making sure all staff are carrying business cards, pushing and setting targets for the team to hand out and distribute to guests.
  • To drive our handsfree shopping service Dropit within the Guest Experience Team
  • Setting and pushing targets to get more drops from the Guest Experience Desk, alongside helping Brand Partners with their devices and drops to help them push for more.

What you will need to be a successful Guest Experience Team Supervisor

  • Experience of managing/leading teams in a customerfocused, fastpaced environment.
  • Encourage and embrace change
  • Forwardthinking, progressive attitude
  • Be reliable and willing to go the extra mile to support the team to deliver excellent customer experience to all customers visiting the shopping centre.
  • Ability to take ownership and supportive to both the team and senior management
  • Smart and well presented, with a keen eye for detail.

Key Strengths - Essential

  • Excellent interpersonal skills and an ability to establish credibility quickly.
  • Ability to supervise and delegate responsibilities
  • High level of enthusiasm for the role
  • Customer focused
- takes a positive approach in dealing with customer issues to a positive outcome, with a genuine desire to help people

  • Effective time and priority management
  • Excellent organistional skills
  • Encourages team members to se