Guest Services Lead

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

Job Title: Guest Services Lead

Role Level: Supervisory
Team: Guest Services
Location: St David's, Cardiff
Reports to: Regional Guest Experience Lead
Hours: 40 hours per week, 5 days out of 7 (including evenings & weekends)
Pay: Competitive

Join Us as Our Next Guest Services Lead

Are you passionate about delivering unforgettable customer experiences? Do you thrive in a dynamic, high-footfall retail environment? St David's Cardiff - one of the UK's premier shopping destinations - is looking for a Guest Services Lead to elevate our guest-first culture, inspire a high-performing team, and help maintain our reputation for exceptional service.

This is your opportunity to take ownership of the guest journey - from first impressions to lasting memories - and make a meaningful impact in one of the UK's busiest and most vibrant city-centre locations.

Key Purpose of the Role

As our Guest Services Lead, you will lead and empower a high-performing Guest Services team while setting the standard for exceptional guest experience. You will support operational excellence across all guest touchpoints and collaborate with centre management, brand partners, and service providers to deliver a consistently premium experience.

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 Mitie

• Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
• We have a virtual GP on hand for you and members of your household.
• So, you can get expert advice by video or phone without having to leave your home.
• We offer financial wellbeing assistance through our Salary Finance scheme.
• For example, you could access 50% of your earned pay before payday for a small fee.
• Salary Finance also offers competitive loans.
• When you join us, we'll give you a link to our flexible benefits platform, Choices.
• This gives you the chance to customise your benefits to best suit your lifestyle.
• You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform.
• And we have a cycle-to-work scheme.
• Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants.
• We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work.
• There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie's 68,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us.

Does this look like the role for you?

Together our diversity makes us stronger.