Guest Services Lead

Guest Services Lead
Hourly Rate: £13.50
Hours: 40hrs per week, following a 4-week rotation
Earliest start time 08:30, Latest finish time 20:30. Working 8.5-hour shifts, including some weekends.
Responsible for overseeing and managing the Guest Services department on a daily basis.
- Supervising the Guest Services team.- Ensuring maintenance of standards.- Handling administrative tasks of the department.- Checking uniform standards in accordance with company guidelines on dress code.- Ensuring staff compliance with terms and conditions outlined in the staff handbook and company policies.- Providing necessary training to staff for their job roles.- Collaborating with the Guest Experience Manager to develop and conduct Guest experience training.- Ensuring completion of mystery shop training.- Conducting induction and on-the-job training for all staff.- Leading the team in utilizing the onsite feedback system.
COMMUNICATION AND INTERPERSONAL SKILLS
- Communicating with line managers, supervisors, and employees on internal service matters.- Maintaining professional, helpful, and courteous relationships with stakeholders such as The Company, retailers, employees, contractors, visitors, and emergency services.
PROBLEM SOLVING & DECISION MAKING
- Performing daily, weekly, and periodic checks to ensure smooth operations.- Assisting in disciplinary procedures and interviews.- Conducting Guest Services appraisals.- Managing customer and retailer expectations for center-related inquiries or issues.
REQUIRED
- Minimum of two years of experience in Retail or Customer Services.- Minimum of two years of experience in team management.