Westgate Oxford | Guest Services Lead

Guest Service Lead

Role Level – Supervisory

Team – Guest Experience

Location – Westgate, Oxford 

Reporting to – Soft Services Area Manager

Hours of work – 40 hours per week, five days out of seven, flexible to support evenings and weekends as required

Pay Rate - £30000 - £32000 depending on experience 

The Role

An exciting opportunity has arisen for an experienced Guest Service Lead at Westgate shopping centre. Working closely with the centre’s Senior Leadership Team, you will lead the Guest Experience team, to improve the efficiency of the department. 

We are determined to deliver a world-class guest experience. This key leadership role should expect to lead their team by example, taking personal action to ensure a superb and consistent experience, whether guests are shopping, attending events, eating out, enjoying our leisure facilities or utilising Westgate services. 
Main Duties 

• Lead the Guest Experience team which provides the first point of contact for a variety of stakeholders visiting the shopping centre.
• Deliver exceptional guest service, showing personal responsibility for all team outcomes. Display a high passion for the mission and prioritise guest and guest expectations at all times.
• Work with our ELEVATE Heads of Department to deliver consistently high standards of guest service.
• Lead by example. Seek feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative and encouraging your team to do the same.
• Driving exceptional guest interactions with the Guest Experience and Community Manager, measured via quarterly Mystery Shop visits and monthly NPS+ scores. 
• Conduct training sessions with the Guest Experience and Community Manager for new team members and enhance existing team members customer service skills.
• Maintain up to date knowledge of local events and promotions within and around the centre to ensure regular and accurate communication of information.
• Champion high performance, and manage substandard performance issues within the team, following HR procedures when needed. Closely monitor and manage the team’s timekeeping and absences.
• Ensure departmental compliance with all aspects of Health and Safety/quality assurance and audit requirements.
• Build relationships with and work closely with our Brand Partners to curate and deliver centre initiatives.
• Manage escalated guest issues and complaints and ensure guest satisfaction.
• Encourage and support team members in promoting additional services or amenities to guests.
• Ensure teams are kept up to date with centre and city activities and events.
• Support the Guest Experience and Community Manager to design and deliver inspiring and appropriate events in the centre which aim to increase guest dwell time and repeat visits. 
• Improve the overall experience in the centre by working closely with our Guest Experience and Community Manager and the wider Senior Leadership Team. 
• Carry out Duty Manager responsibilities when required.

What you need to be a successful Guest Service Lead

• Experience of leading teams in a guest-focused, fast-paced environment.
• Ability to take ownership of team performance and be support both the centre teams and senior management.
• The ability to encourage and embrace change.
• Experience in managing events. 
• Smart and well presented, with a keen eye for detail. 
• A genuine people person with a flair for hosting.
• A ‘can do’ attitude.
• Forward-thinking and diplomatic attitude.
• Always willing to go the extra mile to support the team to deliver excellent guest experience to all customers visiting the centre.
• Keen to drive success-driven results. 

Key Strengths – Essential 

• Experienced Team Leader, detail focused, and performance driven.
• Substantial experience of managing team performance, setting standards, elevating by example.
• Excellent inter-personal skills
• Keen ability to supervise and delegate responsibilities.
• Customer focused- takes a positive approach in dealing with guest issues to a positive outcome.
• Effective time management and organisational skills.
• Spread enthusiasm amongst the team and acts as a role model, adopting a can-do approach and conduct early intervention with individual performance.
• Clearly and confidently communicates at all levels.
• A flexible approach and strong sense of teamwork.

Knowledge, Experience and qualifications (Minimum requirements for the job) 

• At least 3 years’ experience in a similar management or supervisory role, working for a guest focused/experience organisation.
• Experience in dealing with guest complaints and resolution thereof.
• Fluent in written and spoken English.
• 5 GCSE’s or equivalent including Maths and English.
• Knowledge of Microsoft Office and Excel.

Desirable 

• A recognised customer service or hospitality qualification.

If you feel you meet the above criteria of this Guest Service Lead role, we would love to receive your application!