Regional Guest Experience Manager UK South

Regional Guest Experience Manager UK South Apply for the Regional Guest Experience Manager UK South role at Mitie Cleaning & Hygiene Services. Better places, thriving communities. Company Values & Culture Our purpose: create amazing work environments, helping our customers be exceptional everyday. Our promise to people: a place to thrive and be your best. Our promise to customers: a trusted partner creating exceptional environments. Core values: we are one Mitie, built on integrity and trust, go the extra mile, celebrate diversity, put customers at the heart. Job Objectives and Responsibilities You will be responsible for the delivery of the Mitie Guest Experience Program, supporting the Head of Guest Experience and working with key client stakeholders across a multi‑site national contract. Your goal is to ensure all interactions create positive, memorable experiences for guests. Key Objectives For The Role Excellent organization skills to deliver exceptional service. Own the service delivered by all assets, partners and departments. Align service delivery across the region for consistent experience. Manage, train and coach a diverse team to achieve exceptional guest service. Identify improvement opportunities and support change management. Ensure Guest Service Areas are set up and working as intended. Main Duties Develop and train a highly motivated team that exceeds expectations. Use a hands‑on, face‑to‑face approach while maintaining a strategic view of business development. Deliver team meetings, 1‑1 sessions and training to keep team motivated. Link team's personal objectives to business vision and strategy. Manage talent pipeline, retain best talent and create growth opportunities. Assess training needs through job chats and the appraisal system. Ensure service line teams demonstrate Mitie and Asset values. Direct line management of site‑based Guest Services teams. Monitor Guest Service data via Mystery Shop and NPS+. Measure success of the programme using KPIs and metrics such as retention, recruitment, complaints, staff surveys, mystery shops and audits. Research latest trends and practices related to guest experience and social value. Complete regular audits to identify challenges and deploy improvement mechanisms. Guide the team to follow strategy and objectives. Capture additional revenue opportunities. Arrange regular Mystery Shopper visits and monitor progress. Deliver and support all training materials. Person Specification – Skills Proven track record of comparable site leadership in retail environments. Proactive, organized and meticulous, passionate about guest experience. Excellent training and management skills. Experience transforming service delivery to meet new standards. Winning mindset and ability to lead a team on a journey. Innovative, highly capable of leading within a dynamic leadership team. Warm, engaging personality, building rapport quickly. Exceptional verbal, written and interpersonal communication skills. Immaculate personal presentation. Ability to identify and resolve issues, meeting/exceeding client expectations. Highly proficient in Outlook, Word, Teams, PowerPoint, Excel. High profile, professional, friendly and attentive. Calm and in control under pressure. Skilfully anticipates needs of the guest. Benefits Virtual GP available by video or phone, salary finance scheme, flexible lifestyle benefits platform (choices such as extra holiday, insurance, tech purchases), high street discounts, cycle‑to‑work scheme, life cover up to four times salary, enhanced pension contributions, save‑as‑you‑earn scheme, Mitie sharing plan, recognition through Mitie Stars with cash prizes. We offer diverse training and development opportunities across a wide range of learning resources. Equal Opportunity Employment We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at . #J-18808-Ljbffr