Guest Operations Support
7 months ago
**Guest Operations Support** - 40HRS**
**£12.50 per hour.**
Guest Operations Support will be responsible for assisting the Guest Operations Manager to deliver the day-to-day Guest Experience standards & cleaning and environmental management in accordance with the contractual obligations.
Earliest start time 07:00, Latest finish time 21:00. Working 8.5-hour shifts, including some weekends.
The supervision and day to day management of the cleaning team and Guest Services departments.
- Deputise for the Guest & Cleaning Operations Manager
- Provides leadership, support, and guidance to Cleaning Supervisors. Directs and oversee management of customer service and lead the drive to improve the centre's Guest Experience.
- Recruitment and HR management
- Supervision of Cleaning & Guest Services
- Assist the Guest & Cleaning Operations Manager to create and deliver Guest experience training.
- Supervision of staff ensuring standards are maintained
- The undertaking of the department's administrative functions
- Briefings-communicate effectively and efficiently
- Conduct check standards of uniform in line with the Company's guidelines on dress and appearance
- Ensure continued mystery shop training is completed
- Ensure all staff receive induction and on the job training
- Ensure staff follow the correct health and safety procedures and comply with HASAWA in working practices
- Ensure that all staff abide by the terms and conditions as stated in the staff handbook and company policies
- Ensure that all staff are trained in the procedures necessary for the fulfilment of their job role.
- Ensure all Waste transfer notes are up to date
- To ensure all staff are COSHH Trained
- Ensure slip testing is completed by cleaning supervisors monthly
COMMUNICATION AND INTERPERSONAL SKILLS
- Liaise and communicate with line managers, other supervisors, and operatives regarding internal service matters. Regularly communicate with Department Managers of any internal services matters.
- Be professional, helpful, approachable, and courteous at all times and maintain good relationships between The Company, retailers, employees, contractors, visitors, members of the public and emergency service
PROBLEM SOLVING & DECISION MAKING
- Complete all daily, weekly, and periodic checks for the smooth running of all operational departments.
- Assist the Guest & Cleaning Operations Manager with any ADHOC tasks.
- Manage the first line disciplinary procedures and disciplinary interviews.
- Manage the appraisal of staff
- Manage customers and retailer's expectations, if required, for centre orientated questions and/or problems.
- Support staff with welfare issues when appropriate and communicate effectively with colleagues and escalate when necessary
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