Better places, thriving communities.
Job Title – Guest Services Lead
Role Level – Supervisory
Team – Guest Services
Location – Gunwharf Quays
Reporting to – Regional Guest Experience Lead
Hours of work – 40 hours per week, five days out of seven, to include evenings and weekends on a rota pattern.
Pay Rate – Competitive
Key Purpose
Lead our Guest Service team in delivering a world‑class experience at one of the UK’s leading retail destinations.
Join Gunwharf Quays as our Guest Services Lead, where you'll drive a best‑in‑class guest‑first culture, motivate a dynamic team, and partner with senior leadership to elevate every aspect of the guest experience journey. Play a key role in shaping the operational excellence and premium reputation of our centre.
Main duties of the role
* Responsible for line‑managing the Guest Services and Reception team which provides the first point of contact for a variety of stakeholders visiting the shopping centre.
* Lead by example, modelling exceptional guest service and always putting the guest at the heart of everything you do.
* Ensure highest guest services levels across all centre touch points from the guest toilets to our online guest enquiries and Gunwharf Quays services whilst looking for opportunities to continuously improve these offerings.
* Support with the Guest Service budget, manage rotas and staffing levels.
* Drive performance of Gift Card sales, meet and exceed all targets.
* Maintain up to date knowledge of events and promotions within the centre, local area and competitor destinations, to ensure regular and accurate communication of information and driving of opportunities.
* Lead by example by seeking feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative and encouraging your mall team to do the same.
* Drive a positive relationship with the Landsec Retail team and Brand Partners to ensure commercial opportunities are supported.
* Drive exceptional guest interactions, measured via quarterly Mystery Shop visits and monthly NPS+, analyse results to drive continuous improvements.
* Deliver training to all team members to improve the skills and knowledge of our guest‑facing mall teams to improve the overall experience in our centre.
* Challenge poor performance issues within the team as required and follow HR procedures when needed and monitoring the team’s timekeeping and absences.
* Build relationships with and work closely with our Brand Partners and Elevate service partners to deliver centre initiatives.
* Handle escalated guest issues and complaints and ensuring guest satisfaction.
* Play a significant role in delivering the guest service strategy by working closely with the Landsec Guest Experience Manager.
What you need to be a successful Guest Services Lead
* 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, progressive attitude.
* Experience of leading teams in a guest‑focused, fast‑paced environment.
* Experience in managing and supporting events.
* 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
* Excellent inter‑personal skills and an ability to lead by example.
* Ability to supervise and delegate responsibilities.
* High level of enthusiasm for the role.
* Customer focused- takes a positive approach in dealing with guest issues to return a positive outcome.
* Effective time management.
* Excellent organisational skills.
* Encourages team members to set their own priorities. Anticipates who needs support and provide help.
* Spread enthusiasm amongst the team and acts as a role model, adopting a can‑do approach.
* Clearly and confidently communicates at all levels.
* A flexible approach and a 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 customer complaint.
* Fluent in written and spoken English.
* Knowledge of Microsoft Office and Excel.
Benefits
Our market‑leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Recruitment & Inclusion
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .
About Mitie
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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