Guest Services Lead

Mitie; Cardiff; On-site; GBP 32,000 - 36,000; Full time

Job summary

Mitie is seeking a Guest Services Lead for St David's Cardiff to inspire a high-performing team and deliver welcoming, professional experiences for every guest. You will work closely with centre management and brand partners to drive service excellence in a busy city-centre setting.

With a focus on staff development and continuous improvement, you will champion a made-you-smile culture, manage rota coverage during peak periods, and resolve complaints with empathy and professionalism.

Qualifications

• 3+ years in a supervisory/management role in a guest-focused environment.
• Proven ability to lead teams in fast-paced, high-volume settings.
• Excellent communication and customer service skills.

Responsibilities

• Line-manage the Guest Services team to represent the centre professionally.
• Lead by example with exceptional guest service across the city-centre environment.
• Maintain high standards at information desks, digital enquiries and facilities.
• Support rotas, budgeting and peak period coverage.
• Stay informed on partners, events and promotions to assist guests.
• Drive guest feedback initiatives and monitor NPS+ results.
• Deliver training to develop team knowledge and service delivery.
• Manage conduct, performance and absence in line with policy.

Skills

Interpersonal skills

Communication skills

Guest service focus

Team leadership

Problem solving

Education

GCSEs including Maths & English

Tools

Microsoft Office

Excel

Job description

Location: St David's CardiffHours: 40 hours per week, 5 days out of 7 (including evenings and weekends)Reports to: Regional Guest Experience LeadSalary: Competitive

Join Our Team at St David's Cardiff

At St David's, we're more than a shopping destination. We're a place where people come together to shop, explore, celebrate and create lasting memories in the heart of Wales' capital city.

We're looking for an inspiring and people-focused Guest Services Lead to help shape exceptional experiences for every guest who visits. You'll lead our Guest Services team, set the standard for outstanding service, and bring to life the warm Welsh welcome that makes St David's such a special place.

This is a fantastic opportunity for someone who enjoys leading from the front, developing people, and creating memorable moments in a fast-paced and rewarding environment.

About the Role

As Guest Services Lead, you'll be responsible for motivating and supporting a high-performing team while ensuring every guest receives a welcoming, friendly and professional experience.

Working closely with centre management, brand partners and service teams, you'll champion service excellence, drive continuous improvement, and help create an environment where both guests and colleagues feel valued.

Main 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.

What You'll Bring to the Role

Attributes & Personality

• Smart, professional, and detail orientated
• A natural host - confident, engaging, and guest focused
• Positive, resilient, and solutions driven
• Proactive with a forward-thinking mindset
• Passionate about delivering exceptional experiences

Experience

• 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

Skills & Strengths

• Strong interpersonal and communication skills
• Excellent organisational and time-management abilities
• Confident delegator with a focus on team development
• Ability to motivate, inspire, and role model excellence
• Confidence in spotting opportunities and having the confidence to make changed to enhance the guest experience
• Strong teamwork and collaboration skills
• Competent in Microsoft Office, including Excel

Qualifications

• 5 GCSEs or equivalent (including Maths & English)
• Fluent in written and spoken English

Why Join St David's Cardiff?

• Be part of one of the UK's leading shopping destinations in a vibrant capital city
• Play a key role in delivering a best-in-class guest experience
• Work within a fast-paced, high-energy environment with varied daily challenges
• Be part of a collaborative and supportive team where initiative is valued

At St David's, great experiences start with great people. If you're an enthusiastic leader who enjoys inspiring others and making a positive difference every day, we'd love to hear from you.