Guest Experience Advisor
6 months ago
**Job description** Our Mission**
**‘To create the finest retail experiences.’**
**Our Purpose**
**‘Making the extraordinary possible’**
**Purpose of Role**
Our guests are at the heart of all we do. The purpose of the Guest Experience role is to ensure each Guest has the best experience of our centres and visit again. You will make this happen by actively answering the individual needs of our guests, having excellent communication skills and being results driven.
**Responsibilities**
- Greet the guests and collaborate with brand partners, answering queries and advising them as needed
- Resolve guest and brand partner issues and concerns quickly
- Adopt the ‘Everyone Leaves Happy’ approach, being positive, proactive and professional.
- Promote additional products and services available in the centre.
- Support centre activities and events to promote awareness.
- Work to targets to promote gift cards and other incentives such as McArthurGlen club (loyalty programme) and “How was your day” (customer satisfaction programme).
- Maintain the Guest Feedback Tracker, to highlight repeat concerns, ensuring all complaints are acted on promptly.
- Ensure the centre job vacancy website page is maintained accurately with live vacancies where needed.
- Coordinate and manage communication between all departments impacting the guest's experience
- Basic administration duties e.g. online gift card orders, trackers and meeting room bookings
- Maintain McArthurGlen’s high standards across the Guest Service area to ensure it is welcoming, well-organised and stocked with relevant information.
- Work both independently and with the team, always ensuring the guest is prioritised in everything we do.
**Requirements**:
- Passionate about providing the best possible guest experience, going above and beyond to ensure guests are happy.
- Excellent people skills / able to adapt communication to the situation and guest.
- Detailed and proactive problem solver.
- Able to communicate well verbally and in writing.
- Well organised with the ability to prioritise your own workload and multi-task.
- Possess good IT skills in Word, Excel and Outlook.
- Previous experience in a guest / customer facing role would be an advantage.
- Proficient English. Other languages skills would be an advantage. (edit as needed).
- Availability to cover shifts on a rota a basis to support the opening hours of the centre including weekends.
**Additional information** Our Success Framework**
McArthurGlen, an extraordinary experience for everyone.
At McArthurGlen we value the diversity of our people.
We celebrate difference and believe that everyone is extraordinary.
We are committed to building a culture where our opinions and contributions
are listened to and respected and anyone can be themselves.
We learn and grow together, we all belong.
Job Reference: WM00656
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