Guest Experience Lead — Centre Team Champion

Mitie Group plc.; Cardiff; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Flexible benefits platform

Virtual GP for employees and household

Salary Finance

MiDeals discounts

Cycle to work

Life cover

Employee share plan

Job summary

Mitie Group plc is hiring a Guest Services Lead at St David's Cardiff, to inspire a high-performing team and deliver a premium guest experience in a busy city-centre setting.

You will manage the Guest Services team, maintain brand standards, and collaborate with partners to ensure exceptional service across information desks, digital enquiries, and centre facilities while driving guest feedback and improvements.

Qualifications

• Minimum 3 years' experience in a supervisory or management role within a guest-focused environment.
• Experience leading teams in a fast-paced, high-volume setting.
• Proven ability to manage and resolve customer complaints effectively.

Responsibilities

• Team Leadership: Line-manage the Guest Services team, ensuring representation of the centre is always professional, welcoming, and aligned to brand standards.
• Lead by Example: Demonstrate exceptional guest service in every interaction across a busy city-centre environment.
• Experience Excellence: Maintain high standards across all guest touchpoints, including information desks, digital enquiries, and centre facilities.
• Resource Management: Support budgeting, manage staff rotas, and ensure effective coverage in line with peak trading periods.
• Centre Knowledge: Stay up to date with retail partners, events, promotions, and local city activity to confidently support guests.
• Drive Guest Feedback: Champion guest feedback initiatives (including Made You Smile) to gather insight and continuously improve the experience.
• Performance Monitoring: Drive improvements in service performance through Mystery Shop results and NPS+.
• Training & Development: Deliver engaging training to enhance team knowledge, confidence, and service delivery.
• Performance Management: Manage conduct, performance, and absence in line with company policies.
• Collaborative Working: Build strong relationships with brand partners, centre teams, and external stakeholders to support centre-wide activity.
• Complaint Resolution: Manage and resolve escalated concerns with confidence, empathy, and professionalism.

Skills

Team Leadership

Customer service focus

Communication skills

Organisational skills

Team development

Education

5 GCSEs or equivalent (including Maths & English)

Fluent in written and spoken English

Tools

Microsoft Office

Excel

Job description

Mitie Group plc is hiring a Guest Services Lead at St David's Cardiff, to inspire a high-performing team and deliver a premium guest experience in a busy city-centre setting.

You will manage the Guest Services team, maintain brand standards, and collaborate with partners to ensure exceptional service across information desks, digital enquiries, and centre facilities while driving guest feedback and improvements.