Regional Guest Experience Manager UK South

Company name: Mitie

Job Title: Regional Guest Experience Manager - UK South

Reporting to (position) Head of Guest Experience and Community

Our values and behaviours

Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave:

o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities

You will be responsible for the delivery of the Mitie Guest Experience Program, with the support and direction of the Head Of Guest Experience, working alongside significant client stakeholders for a key multi-site national contract. This role will be pivotal in ensuring Mitie deliver a world class guest experience to all under the Elevate model. Whether guests are shopping, taking part in a leisure activity, or just passing through, we want all interactions to be positive and therefore encourage return visits time and time again.

Utilising both Mitie and client guest data and feedback, you will support in the creation and delivery of the annual Mitie strategic plan to ensure Guest Experience KPIs are achieved and exceeded. You will work closely with the clients Guest Experience Managers, as well as directly line managing the Guest Experience Leads at each location. As part of the Guest Experience team you will focus on continuous improvement, you will also review and identify new opportunities and best practice for the end-to-end guest journey, including processes, measures, investment, and training.

You will also support the Mitie strategy on social value and community, as well as the Diversity & Inclusion strategy, working with the client team to ensure all locations are as accessible and welcoming as possible for all - In turn allowing people to realise potential.

Key Objectives for the role are:

• Excellent organisation skills to deliver an exceptional service and bring our strategy to life for the Partners and Guests.
• Own the service delivered by all assets, partners and departments.
• Align the service delivery across the region, ensuring a consistent experience for colleagues and team members.
• Manage, train and coach a diverse team of individuals to drive exceptional levels of guest service.
• Proactively identify improvement opportunities regarding processes and operational delivery and support the change management path to deliver the change.
• To ensure the Guest Service Areas are setup and working as intended, ensuring colleagues and partners are setup for success.

Main duties

Team

• To develop and train a highly motivated team who deliver service that exceeds expectations and sets us apart from our competitors.
• Utilise a "hands on" face to face approach whilst maintaining a strategic eye for the development of the business, and team members.
• Deliver regular team meetings, 1-1 sessions and training to ensure your team is up to date, motivated, and involved.
• Ensure team's personal objective goals are linked to business vision and strategy, facilitating and supporting development needs of the team.
• Manage the talent pipeline across the team, retaining the best talent and providing opportunity for growth.
• To assess training needs through job chats and the appraisal system, and to also provide cross training opportunities to your team, the wider Mitie team and Elevate partners.
• Ensure service line teams are presentable and demonstrating the Mitie and Asset values every day.
• Direct line management of the site based Guest Services Teams.
• Monitoring the Guest Service data through all application – Mystery Shop, NPS+.
• Measuring the success of the Guest Experience Programme through oversight of key KPIs and metrics such as retention levels, recruitment success, complaints, staff surveys, mystery shops, mystery audits etc.
• Researching the latest trends, practices and news related to guest experience and social value.

Process

• Complete regular audits to identify challenges and opportunities, and deploy improvement mechanisms.
• Guide the team to ensure strategy and objectives are followed.
• To ensure additional revenue opportunities are captured.
• To arrange regular Mystery Shopper visits, preparing improvement plans and monitoring progress.
• Deliver and support all training materials to ensure each team is fully trained, up to date and delivering to expectation.

Person Specification

You are a knowledgeable and established guest/customer experience leader who is skilled with face-to-face interaction and creating high performing teams. We seek people with the following skills and experience:

• Proven track record of comparable site leadership experience over several years working within the retail environment.
• Proactive, organised and meticulous – passionate about Guest Experience.
• Excellent training and management skills.
• Demonstrable experience transforming service delivery to meet new and improved standards.
• A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey.
• Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team.
• Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers.
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
• Immaculate personal presentation.
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
• Must be highly proficient in Outlook, Word, Teams, PowerPoint, Excel.
• Knowledgeable and approachable - Highly visible, always available and the obvious go to person.
• High profile, professional, friendly and attentive.
• Connected, calm and in control.
• Skilfully anticipates needs of the guest.