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Guest Services Manager
4 months ago
**Job Reference: /MC/19-12/775/11**
**Job Title: Guest Services Manager**
**Location: Portsmouth - _Applicants must have the right to work in the UK_**
**Salary: Competitive**
**Contract: Permanent**
**Hours per week: Variable shift rota - 40 hours per week**
**Business Overview**
The Atalian Servest workforce is made up of 30,000 passionate, responsive, and knowledgeable colleagues, all of whom deliver sustainable and award-winning FM solutions to our clients.
**Job Overview**
We are currently recruiting for Guest Services Manager to join our passionate and driven team based at our client’s site in Portsmouth.
The role of the Guest Services Manager is to lead our award-winning team and positively contribute to our guest’s enjoyment, welfare and experiences while they are visiting our centre. We have both a duty and responsibility to ensure we are always strivingto exceed expectations, being vigilant and having never walk approach across all areas. We work together as One Team across the whole centre to drive innovation in world-class service, promote unified goals and deliver Landsec’s vision of extraordinary guestexperience.
**Benefits**
- Access to Wagestream - a financial well-being tool
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards
**Key Responsibilities**:
**A Flair for Hosting**:
- Be an Ambassador for World Class Service, leading the centre team by example, through training and innovation and be empowered and accountable in supporting others to deliver
- Recruit the right people; building, designing and developing a team with a Flair for Hosting, Entrepreneurial Spirit and a Keen Eye for Detail
- Greet guests, colleagues and residents to our centre with natural warmth and friendliness, making everyone feel welcome and at ease
- Maintain a positive, empathetic and professional attitude
- Provide support and reassurance to guests with additional needs; offering accessibility aids and utilising Dementia and Autism Friends training provided
**Entrepreneurial Spirit**:
- Continue to grow our culture of everything is experience, keeping the Customers as the front driver for everything we do
- Be open to new ways of thinking and doing
- Work to develop, implement & continually evolve the Guest Services Strategy
- Pioneer, innovate and implement new initiatives and experience offerings and surpass the competition of other UK outlets
- Understand our guest and their expectations; collecting and analyse feedback, sharing findings and evolving experience delivery
- Continuously develop own commercial acumen, having a true understanding of shopping habits, trends and dwell time
- Drive commercial success through the management of performance
- Drive innovation and implement improvement; communicating with honesty any feedback from guests, colleagues and yourself
- Grow our competitive edge to be the best, ensuring the continuation of our success with awarding bodies and keeping as a leader in guest experience
- Maximise opportunities for self-development, actively seek opportunities to acquire new and relevant skills and knowledge
**Keen Eye for Detail**:
- Strive to exceed expectations, deliver world class guest service through the Guest Services team and wider team and be accountable for the guest experience
- Build strong working relationships with the Incentive FM and Landsec teams on site and place high value on rewarding and recognising excellence in behaviours
- Work effectively within the Incentive FM centre team to deliver the service contract, remaining flexible to changing priorities and expectations
- Effectively partner with store managers to ensure the Brand’s service level agreement is maintained
- Lead centre colleagues on evolutions in standards as they occur and hold them accountable in delivery as you would yourself
- Be empowered to challenge any slip in standards or processes not aligned with Customers4
- Effective forecasting, management and reconciliation of budgets
- Manage the goodwill budget and resolve all complaints within 24 hours
- Build effective stakeholder relations with experts around the City and within service field competitors
**Other Duties and Responsibilities**:
- Manage scheduling, recruitment, development and well-being of the Guest Services team
- Manage the site's hands-free shopping service, liaising with 3rd party managers to ensure a smooth-running service for guests
- Attend and lead training and awareness workshops, team meetings and centre team days as and when required
- Design and deliver training modules and toolbox talks, ensuring compliance within the team on mandatory training
- Lead appraisals and development conversations for the team, encouraging self-development and supporting individual goals
- Assist with Centre events and celebrations including those that may be happening outside normal working hours
- Fully understand centre evacuation procedures and your personal role
- Be compliant in attending all relevant H&S and centre-specific training
- Be aware of security levels and maintain the integrity of secure and restricted areas
**Qualifications & Experience**:
- Educated to GSCE level or equivalent
- Languages
- Clear understanding of service excellence
- Experience in a supervisory role
- Experience in a customer excellence management roleExperience in Microsoft Office functions
