Guest Experience Advisor

McArthurGlen UK Ltd; Ashford; On-site; GBP 15,000 - 21,000; Part time

Benefits offered by this job

Wellbeing allowance

Private medical insurance

Pension plan

Shopping discounts

Job summary

McArthurGlen Group Designer Outlet in Ashford is seeking a Guest Experience Advisor for a permanent, part-time role of 7.5 hours per week, primarily Saturdays. The position is in-person, welcoming guests and solving concerns with a friendly, customer-first mindset.

You’ll engage guests across face-to-face, email and social channels, promote services, and help maintain an organised guest area. A base salary of £13 per hour is offered, with a bonus scheme and comprehensive benefits.

Qualifications

• Exceptional people skills with a passion for guest satisfaction.
• Thrives in a fast-paced, customer-facing environment with admin tasks.
• Proactive and able to make things happen.
• Proficient IT skills including email, Word and Excel.
• Fluent English; additional languages are an advantage.

Responsibilities

• Engage with guests, address inquiries and resolve issues.
• Promote products and services; meet targets; provide a positive guest experience.
• Handle face-to-face, email and social media feedback; build rapport with guests and represent the brand.
• Complete administrative tasks accurately and timely (e.g., online gift cards).
• Uphold McArthurGlen's high standards and create a welcoming, well-organised guest area.
• Collaborate across teams to prioritise the guest experience.

Skills

People skills

Customer service

Proactivity

IT skills

Fluent English

Tools

Email

Word

Excel

Job description

Company Description

McArthurGlen Group, Europe's leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.

We are currently hiring for a Guest Experience Advisor to join our dynamic Guest Experience team at the McArthurGlen Group Designer Outlet in Ashford!

This is a permanent position for 7.5 hours per week, working Saturdays.

This is an in person, face to face role welcoming our guests to the centre. Our Guest Services teams bring a diverse range of experience, from students to retirees and all career stages in between. It's about enjoying meeting people and problem solving.

Our Guest Services teams are the face of our organisation, creating extraordinary moments of joy for the millions of guests who visit our centres.

Job Description

• Actively engage with guests, addressing inquiries and resolving any issues.
• Embrace a culture of "everyone leaves happy" by consistently adopting a positive, proactive and professional approach.
• Promote additional products and services, meeting targets, and delivering a positive experience for all guests.
• Proficiently handle face-to-face, email and social media feedback, establishing rapport and representing the McArthurGlen brand.
• Ensure accurate and timely completion of all administrative tasks, such as online gift card orders.
• Take ownership and uphold McArthurGlen's high standards throughout the Guest Services area, creating a welcoming environment that is well-organised and stocked with guest and brand information.
• Promote a collaborative working environment, prioritising the guest in all endeavours.

For a detailed description of the responsibilities, see the job description

Qualifications

• Possess exceptional people skills and genuinely enjoy exceeding guest expectations.
• Thrive in a fast-paced setting with customer facing and admin task.
• Be proactive and able to make things happen.
• Have proficient IT skills including email, Word and Excel.
• Have fluent proficiency in English. Any additional language skills would be an advantage.
• Be flexible about in working hours to accommodate the full trading hours of the centre on a rota basis.

Additional Information

• You'll receive a competitive base salary of 13 per hour, along with a performance bonus scheme and outstanding benefits, including a wellbeing allowance, private medical insurance, a pension plan, shopping discounts, and more.
• Be part of an international team of over 200 dedicated guest focused colleagues throughout the organisation.
• Guest experience is ingrained in your professional background, as you have worked in hospitality and customer-facing roles for most of your career.
• Over 85% of our employees would recommend us as an excellent place to work.
• Join a team focused on the centre and guest experience, with opportunities to work across various departments and projects at local, national, and international levels.

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.

Even if you are not sure you fit all the requirements for a particular role, we'd still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.

The compensation offered will depend on demonstrated skills, experience, and location. We believe in transparency. Our pay ranges are based on market benchmarks and internal equity, ensuring equitable compensation for equivalent skill levels across roles.

We're committed to creating an inclusive recruitment experience for everyone. If you need any adjustments or support during the application or interview process, please let us know. We're happy to work with you to ensure you can participate fully and showcase your skills and experience. Contact: [e-mail]