Guest Services Manager

PAY RATE:

£35,000per year

HOURS:

40 hrs per week

THE ROLE:

We are seeking a dynamic Guest Services Manager to lead a team of Guest Services Advisors in delivering exceptional guest experiences. You will oversee daily operations at the guest services desk, ensuring smooth processes, resolving guest inquiries promptly, and maintaining a welcoming atmosphere.

RESPONSIBILITIES:

• Manage the guest services team to deliver friendly, efficient, and professional assistance at all times
• Be adaptable to the environment of the Centre on any given day
• Ensure customers needs and experience are the key focus for you and your Team
• Promote any relevant site promotions.
• Help to oversee seasonal events.
• Manage Guest Services Team roster.
• Support Site Management and Churchill Group staff where applicable.
• Ensuring a warm and friendly experience for all customers.
• Work with the relevant site teams to anticipate and resolve any obstacles that adversely affect the above.
• Implement and monitor standards of service, exceed expectations and look for opportunities to improve efficiencies and promote this through your team
• Oversee and follow the process of lost property (ensuring items are logged) and ensure smooth running of the process
• Be an escalation point to handle all customer queries and supply them with relevant information and positive solutions
• Oversee and ensure that the Guest Services Lounge area is kept clean, tidy and presentable at all times
• Report any faults/cleaning requests to the relevant site Teams where necessary
• Carry out Centre walk rounds to encourage Guest Services visibility and report any issues to the relevant site Teams
• Undertake any Admin support required client/management and attend relevant site meetings where required/invited
• Carry out any reasonable management requests, maintain confidentiality at all times
• Maintain professional and supportive relationships with clear and concise communication
• Support the development of the team through clear feedback and straightforward actions
• Coach to a high standard
• Arrange monthly rotas in advance, liaising with SSM – ensuring all absences are reported and logged.

SKILLS:

• Previous experience in a similar or customer facing role.
• Previous experience in managing a team
• Ability to use initiative and be ‘the face’ of the The Site
• Build rapport with the customers and the site Teams to deliver exceptional service.
• Strong leadership qualities with the ability to motivate and guide a team.
• Experience working in a fast-paced environment with excellent organizational skills.

LICENCE REQUIREMENTS:

• N/A

INTERVIEW REQUIREMENTS:

• Eligibility documents needed at interview: Passport or Full Birth Certificate; Utility Bill showing current address and dated within 3 months; Proof of National Insurance (Payslips cannot be used) such as NI card, P45, P60, benefits or HMRC letter.

JOB REQUIREMENTS:

• You must be able to provide a checkable 5-year employment and address history for vetting purposes (this can include full-time education or periods when claiming benefits).

BENEFITS:

• We are employee-owned, making you a beneficiary of our future success
• 28 days paid holiday (accrued & pro-rata) including bank holidays.
• Enrolment in NEST pension scheme.
• Training and development opportunities.
• Enrolment in Wagestream app enables you to draw down up to 40% of your pay before your regular pay day, a great aid to budgeting.
• Excellent service, doing the right thing and outstanding acts can be recognised and rewarded through our On-the-Spot Award scheme with a gift card plus potential submission to the Amulets awards.

OUR COMMITMENT TO EQUALITY, DIVERSITY AND INCLUSION:

We are proud to be an inclusive, equal opportunity employer and seek to attract, develop, and retain the best people from the widest possible talent pool. We’re committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process.