Duty Manager Lead

4 weeks ago

Greenhithe, Kent, United Kingdom Mitie Full time
Job Title: Duty Manager

Job Summary:

We are seeking a highly motivated and experienced Duty Manager to join our team at Bluewater Shopping Centre. As a key member of our Housekeeping Operations team, you will be responsible for ensuring the delivery of exceptional internal service provision outputs, exceeding our guests' expectations.

Key Responsibilities:

  • Lead the daily soft service operation, ensuring seamless execution and high-quality standards.
  • Develop and implement strategies to enhance guest experience, driving business growth and customer satisfaction.
  • Manage and monitor guest feedback, addressing concerns and escalating issues as necessary.
  • Collaborate with the Rostering Manager to ensure effective team management and minimize absenteeism.
  • Oversee the implementation of weekly and monthly payroll, ensuring timely and accurate processing.
  • Develop and empower Guest Services delivery supervisors, setting objectives and managing performance through the appraisal system.
  • Proactively identify and plan for improvements around agreed KPIs, working closely with the Rostering Manager and Head of Housekeeping to deliver agreed objectives.
  • Manage the recruitment and selection process for full-time, part-time, and zero-hour hosts within the internal Guest Service delivery team.
  • Develop outstanding relationships with retailers, other departments, and the onsite client team to facilitate excellent communication.
  • Assist the Head of Housekeeping in procuring equipment and materials for the department, with a focus on innovation.
  • Accountable for health and safety, systems, policies, and procedures within the Guest Services delivery team.
  • Ensure weekly Housekeeping audits are carried out for all internal areas, including washrooms, malls, storerooms, concierge desks, and back-of-house corridors.

Requirements:

  • A minimum of one year's experience in leading a team is essential.
  • A minimum of two years' working within a facilities management or retail environment.
  • Must be experienced in using Microsoft, including Outlook and Excel.
  • An understanding of HR policies and procedures.
  • Willingness to undertake any further appropriate training.

Benefits:

We offer a comprehensive benefits package, including a virtual GP, financial wellbeing assistance, flexible lifestyle benefits, high street discounts, and a cycle-to-work scheme. We also provide enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan.

About Us:

Mitie is a market-leading facilities management company, providing services to a diverse range of clients across the UK. We are committed to delivering exceptional service and exceeding our guests' expectations.

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