Guest Services Supervisor - Edinburgh, United Kingdom - Savills Management Resources

Savills Management Resources
Savills Management Resources
Verified Company
Edinburgh, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Purpose of the Role


St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000 sq/ft of prime retail, food and leisure space, a multi-screen cinema, a world class "W" hotel, 152 private apartments and a 4-star aparthotel.


The individual will assist supervision and direction of the team and ensuring that the resources are in place according to the business needs.


The guest services are open 7 days per week and support is aligned with the main opening hours of the retailers at SJQ.

The services delivered include hands free shopping, luggage storage, gift cards, guest mobility, parcel collection, information as the key areas of support.

The position interfaces with all teams, retailers, contractors and other local and national businesses to ensure that the team is fully in the know and ready to answer any query that we will receive


Key Responsibilities

  • Supervise and direct the team of ambassadors to always deliver high quality service to guests.
  • Assist in monitoring and driving the guest services team performance in line with the Business Plan relevant to this aspect of the business.
  • Support the management team as necessary to ensure service standards meet required standards.
  • Support overall control of the security and safety operations in the department and for our guests by developing a culture amongst the team.
  • Ensure world class levels of guest service and operational standards are always maintained.
  • Ensure that a fair approach to allocating resources to tasks are duly completed ahead of time and rota are established in a fair and reasonable manners to support the work life balance of our team members.
  • Assist guests during any incidents during any abnormal operations.

Brand Enhancement

  • Ensure that the SJQ Brand Guidelines are always adhered to and influence all actors to deliver world class guest service.
  • Ensure close liaison with Operational Management, Retail & Hospitality, Technical Services, Marketing and Business
  • Consistently exceed guest expectations and deliver long term, sustainable guest satisfaction both internally and externally.

H&S operations

  • Ensure all accidents, near misses and serious incidents that occur are recorded.
  • Attend all serious incidents within SJQ and support when necessary.
  • Maintain the emergency 'Grab Bag' and monthly checks of same.
  • Ensure that fire and H&S regulations are adhered to in the service yard by inspection, checking the signs, advising on defects, improvements required, etc.
  • Monitor and maintain H&S Records in accordance with the frequency required by the site H&S manual.
  • Ensure that daily checks are undertaken of the common areas within Guest services and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, retailers, etc.
  • Deputise to the Health and safety Committee quarterly and report back for the area and any other observation around St James Quarter.

Skills, Knowledge and Experience

Background & Skills

  • Preferred experience in similar role of facetoface delivery of service such as retail, hotel reception/concierge, reception of hospitality services / offices or building manager.
  • Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.
  • Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.
  • Excellent verbal, written, interpersonal & communication skills.
  • Fluent in English, other European languages could be a plus.

Requirements - Personal Characteristics

  • Able to work weekends and early morning.
  • Considered a 'go to' person recognised as a role model internally and externally.
  • Demonstrates high personal standards, able to identify positive behaviour in others.
  • Demonstrates consistent excellence in standards, behaviour, knowledge and skills.

Key Contacts

  • Retailers/ F&B, leisure and Hotels: Store Managers and Occupier Forums.
Working Hours - 40 hours

Salary - £25,000 + Bonus up to 10%

LI-DNI

Please see our Benefits Booklet for more information.
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