Guest Services Lead: Create Welcoming Experiences

Mitie Cleaning & Hygiene Services; Cardiff; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Cycle-to-work

MiDeals discounts

Flexible lifestyle benefits (Choices)

Life cover

Enhanced pension contributions

Job summary

Mitie is seeking a Guest Services Lead for St David's Cardiff to direct a high-performing team in a busy city-centre setting. You will ensure a welcoming, friendly and professional experience for every guest, guiding service excellence and continuous improvement across touchpoints.

You will lead by example, develop staff, and drive performance while managing conduct and coverage during peak times. A strong focus on customer satisfaction and collaboration with partners is essential.

Qualifications

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

Responsibilities

• Line-manage the Guest Services team, ensuring representation of the centre is always professional, welcoming, and aligned to brand standards.
• Demonstrate exceptional guest service in every interaction across a busy city-centre environment.
• Maintain high standards across all guest touchpoints, including information desks, digital enquiries, and centre facilities.
• Support budgeting, manage staff rotas, and ensure effective coverage in line with peak trading periods.
• Stay up to date with retail partners, events, promotions, and local city activity to confidently support guests.
• Champion guest feedback initiatives to gather insight and continuously improve the experience.

Skills

Team leadership

Guest service

Communication

Organisational skills

Customer focus

Education

GCSEs incl. Maths & English

Tools

Microsoft Office

Excel

Job description

Mitie is seeking a Guest Services Lead for St David's Cardiff to direct a high-performing team in a busy city-centre setting. You will ensure a welcoming, friendly and professional experience for every guest, guiding service excellence and continuous improvement across touchpoints.

You will lead by example, develop staff, and drive performance while managing conduct and coverage during peak times. A strong focus on customer satisfaction and collaboration with partners is essential.