Facilities Service Manager

4 weeks ago


Oxford, Oxfordshire, United Kingdom Westgate Shopping Centre Full time
Lead the Guest Experience Team at Westgate Shopping Centre

Job Summary:

We are seeking an experienced Guest Service Lead to join our team at Westgate Shopping Centre. As a key member of our Senior Leadership Team, you will lead the Guest Experience team to deliver exceptional guest service and improve the overall experience in the centre.

Main Responsibilities:

  • Lead the Guest Experience team to provide exceptional guest service and ensure a consistent experience for all guests.
  • Work closely with the centre's Senior Leadership Team to drive guest satisfaction and improve the overall experience in the centre.
  • Manage and develop the Guest Experience team to ensure they have the skills and knowledge to deliver exceptional guest service.
  • Collaborate with other departments to ensure seamless delivery of guest services and experiences.
  • Monitor and report on guest feedback and satisfaction to inform business decisions.
  • Develop and implement strategies to improve guest satisfaction and experience.
  • Ensure compliance with all aspects of Health and Safety/quality assurance and audit requirements.

Requirements:

  • At least 3 years' experience in a similar management or supervisory role, working for a guest-focused/experience organisation.
  • Experience in dealing with guest complaints and resolution thereof.
  • Fluent in written and spoken English.
  • 5 GCSE's or equivalent including Maths and English.
  • Knowledge of Microsoft Office and Excel.
  • A recognised customer service or hospitality qualification.

What We Offer:

Westgate Shopping Centre offers a dynamic and supportive work environment, with opportunities for career growth and development. We are committed to delivering exceptional guest service and creating a positive experience for all guests.



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