Duty Manager

1 week ago

Greenhithe, Kent, United Kingdom Mitie Full time

Job Title: Duty Manager - Operations Lead

Job Summary:

We are seeking a highly skilled Duty Manager - Operations Lead to join our team at Bluewater Shopping Centre. As a key member of our Guest Services Delivery team, you will be responsible for leading the daily soft service operation and ensuring that our guests have an exceptional experience.

Key Responsibilities:

  • Lead by example and follow the GUEST standard
  • Accountable for mall zone standards
  • Overall Management of the Guest Services Internal service delivery team
  • Ownership/Accountability of all internal service provision and safety audits
  • Regular walkabouts to ensure the appropriate floor cover is in place
  • Deliver and promote the clients marketing and sales strategy
  • Work closely with the Rostering Manager to ensure daily operation is not affected by absenteeism
  • Support the Guest Experience Manager in providing, improving and cascading the SMG and Mystery shopper data
  • Manage the day to day sub-contractor relationship and onsite delivery
  • Ensure all reactive and scheduled tasks have been launched, actioned and completed
  • Liaise with HR for all related enquiries and issues within the Internal Service Delivery Team
  • Oversee the lost property policies and procedures for site
  • Attend and assist briefings to all Guest Service delivery hosts
  • Develop and empower Guest Services delivery supervisors
  • Pro-actively input, identify and plan for improvements around the agreed KPIs
  • Manage the recruitment and selection process for full time, part time and zero hour hosts
  • Develop outstanding relationships with retailers, other departments and the onsite client team
  • Assist the Head of Housekeeping procurement of equipment and materials for the department
  • Accountable for health and Safety, systems, policies and procedure, incident reports within the guest services delivery team
  • Ensure weekly Housekeeping audits are carried out for all internal areas
  • Manage and monitor guest feedback through all communication methods
  • Embrace the company culture through effective leadership
  • Work within the security protocols outlined by company procedures
  • Conduct an other duties deemed to be appropriate or necessary to post
  • Work with the HR and Compliance teams to provide support with adherence company policies and procedures

Essential Qualifications and Experience:

  • A minimum of one year's experience in leading a team is essential
  • A minimum of two year's 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 range of benefits to support your lifestyle, including a virtual GP, financial wellbeing assistance, and access to high street discounts. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan.

About Us:

We are a market-leading company that provides a range of services to our clients. We are committed to delivering exceptional service and providing our employees with opportunities for career development and growth.

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