Job Details: 

Location: St David's Dewi Sant, Cardiff Contract: Permanent, Full time, 40hrs/week Hours: 5 days out of 7, flexible to support evenings and weekends as required 

 

Main Duties: 

As the Guest Services Lead, you will manage the Guest Services team, ensuring professional service delivery to all stakeholders. Collaborating with the Guest Services Manager, you will conduct training sessions and inductions for new team members and provide ongoing development for existing staff. 

The Guest Services Lead oversees the guest experience, maintaining high standards for customer toilets, shopping centres, the Guest Services desk, and online enquiries, while continuously seeking improvements. Staying informed about local events and promotions, it is essential to ensure accurate communication of information. 

Observing performance within the team, your duties cover all aspects of people management, following relevant HR procedures as required. Ensuring compliance with Health and Safety, quality assurance, and audit requirements is essential. Your collaboration with Brand Partners to deliver centre initiatives and handle escalated guest issues ensure a high quality service. 

Additionally, you will support team members in promoting services, keep teams informed about activities and events, and drive the Share Your Thoughts feedback initiative, providing coaching and feedback to improve guest interactions.

Requirements:

To be successful in your application for this role, it is required to have experience in a similar environment at a supervisory level, an exceptional standard of verbal and written English, 5 GCSE's or equivalent including Maths and English, and IT proficiency in the use of MS Office applications. Welsh speaking is advantageous, but not essential. 

Successful candidates will also have a passion for customer service and an eagerness to establish credibility and build excellent working relationships.