Cleaning and Guest Services Manager

Mitie Group plc.; Westwood; On-site; GBP 33,000; Full time

Job summary

A prominent service provider in the UK seeks a Cleaning and Guest Experience Manager to oversee cleaning and service standards at Westwood Cross. The role requires a degree, leadership skills, and operational management experience. Applicants should possess excellent communication abilities and a commitment to health and safety compliance, aiming for best-in-class guest experiences.

Qualifications

• A degree or equivalent and relevant professional qualification.
• Ability to analyse problems and implement solutions.
• Proven time management and organisational skills with attention to detail.

Responsibilities

• Work collaboratively within the FM Team.
• Deliver operational services including Cleaning and Waste Management.
• Ensure Health & Safety compliance.

Skills

Excellent oral and written communication skills

Problem-solving skills

Time management and organizational skills

Leadership skills

Ability to engage persuasively

Education

Degree or equivalent professional qualification

Knowledge of health and safety, IOSH minimum

Job description

Overview

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive. We're looking for a Cleaning and Guest Experience Manager who will deliver excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures. Contract: Full time Type: Permanent Hours: 40 Pay: £32500 Location: Westwood Cross, Broadstairs

Role Responsibilities

• Work collaboratively with members of the Senior Leadership Team to develop and implement strategic initiatives within the FM Team, acting as a key advocate, particularly for the Elevate National Guest Experience strategy.
• Take responsibility for the delivery of operational services across Westwood Cross and East Kent Leisure, including Cleaning, Waste Management, and Guest Experience. This includes working in close partnership with Elevate colleagues to ensure seamless service delivery.
• Weekend duty management is a core part of the role, requiring visible leadership and consistent standards across all shifts and functions. Brilliant basics are essential, ensuring operational consistency, accuracy in reporting, appearance, mall standards; and effective time management to meet departmental objectives.
• The role demands a proactive approach to challenging existing practices and driving continuous improvement, ensuring we deliver an outstanding service across the estate.
• Lead and inspire the team to achieve best-in-class standards, leveraging technology and empowering individuals to thrive in a dynamic retail environment. Through innovation, involvement, and clear communication, help position the estate as a market leader in operational excellence and guest experience. Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Ensure Health & Safety compliance.

Qualifications

• A degree or equivalent and relevant professional qualification. Knowledge and awareness of health and safety, IOSH minimum.
• Ability to analyse problems and to implement solutions.
• Excellent oral and written communication skills.
• Ability to demonstrate, initiate and to lead from the front. Confident with a positive outlook.
• Proven time management and organisational skills with excellent attention to detail.
• Ability to engage persuasively with staff at all levels across departmental and organisational structures.
• Commits to challenging goals and delivers consistently against these. Delivers efficiency in addition to effectiveness.
• Self-starter, who relishes challenges and strives for the best. Strong team player: building relationships and consults with others, quickly establishes trust and credibility.
• Diplomatic and challenging with the ability to influence others. Taking responsibility. Having pride and being brilliant. Respecting and supporting others. Honest, transparent and consistent. Gain and hold the respect of others. Have a flexible approach with a "can do" attitude.