Job Title: Guest Services Lead — Supervisory level
Location: St David's, Cardiff
Reports to: Regional Guest Experience Lead
Hours: 40 hours per week, 5 days out of 7 (including evenings & weekends)
Pay: Competitive
Key Purpose
Lead and empower the Guest Services team, set standards for exceptional guest experience, and support operational excellence across all touchpoints.
Responsibilities
- Line‑manage the Guest Services team, ensuring professional and welcoming representation.
- Demonstrate exceptional guest service in every interaction.
- Maintain high standards across information desks, digital enquiries and centre facilities.
- Support budgeting, manage staff rotas and ensure effective coverage during peak trading periods.
- Stay up-to-date with retail partners, events, promotions and local city activity to assist guests.
- Champion guest feedback initiatives and use insights to improve services.
- Drive improvements through Mystery Shop results and NPS.
- Deliver training to enhance team knowledge, confidence and service delivery.
- Manage conduct, performance and absence in line with company policies.
- Build relationships with brand partners, centre teams and external stakeholders.
- Resolve escalated concerns with confidence, empathy and professionalism.
Attributes & Personality
- Smart, professional and detail‑oriented
- Natural host: confident, engaging, guest‑focused
- Positive, resilient and solutions‑driven
- Proactive with forward‑thinking mindset
- Passionate about delivering exceptional experiences
Experience
- Minimum 3 years in a supervisory or management role within a guest‑focused environment.
- Experience leading teams in a fast‑paced, high‑volume setting.
- Proven ability to manage and resolve customer complaints effectively.
Skills & Strengths
- Strong interpersonal and communication skills
- Excellent organisational and time‑management abilities
- Confident delegator focused on team development
- Ability to motivate, inspire and role‑model excellence
- Confidence in spotting opportunities and making changes to enhance the guest experience
- Strong teamwork and collaboration skills
- Competent in Microsoft Office, including Excel
Qualifications
- 5 GCSEs or equivalent (including Maths & English)
- Fluent in written and spoken English
