Guest Services Lead - Leeds, United Kingdom - Mitie

Mitie
Mitie
Verified Company
Leeds, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
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 onthejob 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 centerrelated inquiries or issues.

REQUIRED

  • Minimum of two years of experience in Retail or Customer Services.
  • Minimum of two years of experience in team management.
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