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Guest Services Team Leader

2 months ago

Leeds, United Kingdom Mitie Full time

**Trinity Leeds Shopping Centre**

**Guest Services Team Leader**

**Pay rate: £11.15**

**Hours: 40hrs**

Earliest start time 08:30, Latest finish time 20:30. Working 8.5-hour shifts, including some weekends.

The supervision and day to day management of the Guest Services departments.
- To support both Guest & Cleaning Coordinator and Guest Operations Manager in managing the Guest Services team.
- Ensuring standards are maintained
- The undertaking of the department's administrative functions
- Conduct check standards of uniform in line with the Company's guidelines on dress and appearance
- 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.
- Assist the Guest Operations Manager to create and deliver Guest experience training.
- Ensure continued mystery shop training is completed
- Ensure all staff receive induction and on the job training
- To support the Guest Operations Manager with any Adhoc admin.

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 with the first line disciplinary procedures and disciplinary interviews.
- Assist with Guest Services appraisals
- Manage customers and retailer's expectations, if required, for centre orientated questions and/or problems.