Guest Services Lead

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

Lead and empower the Guest Services team, set standards for exceptional guest experience, and support operational excellence across all touchpoints.

• 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.

• 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

• 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.

• 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

• 5 GCSEs or equivalent (including Maths & English)
• Fluent in written and spoken English