Guest Services Lead

Job Title:

Guest Services Lead

Role Level: Supervisory

Team:
Guest Services

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 changed 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

• Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
• We have a virtual GP on hand for you and members of your household.
• We offer financial wellbeing assistance through our Salary Finance scheme.
• We offer 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.
• We might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform.
• 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!

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 .

Together our diversity makes us stronger.