Guest Services Manager - Portsmouth, United Kingdom - Atalian Servest

Atalian Servest

Verified Company

Portsmouth, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Reference:
/MC/19-12/775/11

Job Title:
Guest Services Manager

Location:
Portsmouth - _Applicants must have the right to work in the UK_

Salary:
Competitive

Contract:
Permanent

Hours per week:
Variable shift rota - 40 hours per week

Business Overview

The Atalian Servest workforce is made up of 30,000 passionate, responsive, and knowledgeable colleagues, all of whom deliver sustainable and award-winning FM solutions to our clients.

Job Overview

We are currently recruiting for Guest Services Manager to join our passionate and driven team based at our client's site in Portsmouth.

The role of the Guest Services Manager is to lead our award-winning team and positively contribute to our guest's enjoyment, welfare and experiences while they are visiting our centre.

We have both a duty and responsibility to ensure we are always strivingto exceed expectations, being vigilant and having never walk approach across all areas.

We work together as One Team across the whole centre to drive innovation in world-class service, promote unified goals and deliver Landsec's vision of extraordinary guestexperience.

Benefits

Access to Wagestream a financial wellbeing tool
Wide range of retail discounts
Discounted gym membership
Join our Cycle to Work scheme
Access to "CHROMA", our internal colleagueled diversity and inclusion community join a committee or take part in our events
Access to internal Mental Health First Aiders
Immediate access to "Opportunity" our internal Learning and Development platform
Required professional membership fees paid for
Win monthly Atalian Servest Superstar Awards

Key Responsibilities:

A Flair for Hosting:

Be an Ambassador for World Class Service, leading the centre team by example, through training and innovation and be empowered and accountable in supporting others to deliver
Recruit the right people; building, designing and developing a team with a Flair for Hosting, Entrepreneurial Spirit and a Keen Eye for Detail
Greet guests, colleagues and residents to our centre with natural warmth and friendliness, making everyone feel welcome and at ease
Maintain a positive, empathetic and professional attitude
Provide support and reassurance to guests with additional needs; offering accessibility aids and utilising Dementia and Autism Friends training provided

Entrepreneurial Spirit:

Continue to grow our culture of everything is experience, keeping the Customers as the front driver for everything we do
Be open to new ways of thinking and doing
Work to develop, implement & continually evolve the Guest Services Strategy
Pioneer, innovate and implement new initiatives and experience offerings and surpass the competition of other UK outlets
Understand our guest and their expectations; collecting and analyse feedback, sharing findings and evolving experience delivery
Continuously develop own commercial acumen, having a true understanding of shopping habits, trends and dwell time
Drive commercial success through the management of performance
Drive innovation and implement improvement; communicating with honesty any feedback from guests, colleagues and yourself
Grow our competitive edge to be the best, ensuring the continuation of our success with awarding bodies and keeping as a leader in guest experience
Maximise opportunities for selfdevelopment, actively seek opportunities to acquire new and relevant skills and knowledge

Keen Eye for Detail:

Strive to exceed expectations, deliver world class guest service through the Guest Services team and wider team and be accountable for the guest experience
Build strong working relationships with the Incentive FM and Landsec teams on site and place high value on rewarding and recognising excellence in behaviours
Work effectively within the Incentive FM centre team to deliver the service contract, remaining flexible to changing priorities and expectations
Effectively partner with store managers to ensure the Brand's service level agreement is maintained
Lead centre colleagues on evolutions in standards as they occur and hold them accountable in delivery as you would yourself
Be empowered to challenge any slip in standards or processes not aligned with Customers
Effective forecasting, management and reconciliation of budgets
Manage the goodwill budget and resolve all complaints within 24 hours
Build effective stakeholder relations with experts around the City and within service field competitors

Other Duties and Responsibilities:

Manage scheduling, recruitment, development and wellbeing of the Guest Services team
Manage the site's handsfree shopping service, liaising with 3rd party managers to ensure a smoothrunning service for guests
Attend and lead training and awareness workshops, team meetings and centre team days as and when required
Design and deliver training modules and toolbox talks, ensuring compliance within the team on mandatory training
Lead appraisals and development conversations for the team, encouraging selfdevelopment and supporting individual goals
Assist with Centre events and celebrations including those that may be happening outside normal working hours
Fully understand centre evacuation procedures and your personal role
Be compliant in attending all relevant H&S and centrespecific training
Be aware of security levels and maintain the integrity of secure and restricted areas

Qualifications & Experience:

Educated to GSCE level or equivalent
Languages
Clear understanding of service excellence
Experience in a supervisory role
Experience in a customer excellence management roleExperience in Microsoft Office functions