Guest Services Lead

Job Title

Guest Services Lead

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

As our Guest Services Lead, you will lead and empower a high-performing Guest Services team while setting the standard for exceptional guest experience. You will support operational excellence across all guest touchpoints and collaborate with centre management, brand partners, and service providers to deliver a consistently premium experience.

• Team Leadership:
  Line‑manage the Guest Services team, ensuring representation of the centre is always professional, welcoming, and aligned to brand standards.
• Lead by Example:
  Demonstrate exceptional guest service in every interaction across a busy city‑centre environment.
• Experience Excellence:
  Maintain high standards across all guest touchpoints, including information desks, digital enquiries, and centre facilities.
• Resource Management:
  Support budgeting, manage staff rotas, and ensure effective coverage in line with peak trading periods.
• Centre Knowledge:
  Stay up to date with retail partners, events, promotions, and local city activity to confidently support guests.
• Drive Guest Feedback:
  Champion guest feedback initiatives (including Made You Smile) to gather insight and continuously improve the experience.
• Performance Monitoring:
  Drive improvements in service performance through Mystery Shop results and NPS+.
• Training & Development:
  Deliver engaging training to enhance team knowledge, confidence, and service delivery.
• Performance Management:
  Manage conduct, performance, and absence in line with company policies.
• Collaborative Working:
  Build strong relationships with brand partners, centre teams, and external stakeholders to support centre‑wide activity.
• Complaint Resolution:
  Manage and resolve escalated concerns with confidence, empathy, and professionalism.

• Smart, professional, and detail orientated
• A natural host – confident, engaging, and guest focused
• Positive, resilient, and solutions driven
• Proactive with a forward‑thinking mindset
• Passionate about delivering exceptional experiences

• Minimum 3 years’ experience 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 with a focus on team development
• Ability to motivate, inspire, and role‑model excellence
• Confidence in spotting opportunities and having the confidence to make 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

• Be part of one of the UK’s leading shopping destinations in a vibrant capital city
• Play a key role in delivering a best‑in‑class guest experience
• Work within a fast‑paced, high‑energy environment with varied daily challenges
• Be part of a collaborative and supportive team where initiative is valued

Together our diversity makes us stronger.