Guest Services Manager - St James Quarter

Job Description

Purpose of the RoleSt James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world class “W” hotel, 152 private apartments and a 4-star aparthotel.The Guest services Manager is a key management role monitoring and managing the constant seamless operations of St James Quarter (SJQ) guest services department with a dedicated focus on the guest centric approach and the aim to deliver a world class guestexperience throughout the estate.The individual will be responsible for the day-to-day management as well as undertaking specific projects to support the phased development of St James Quarter and ensuring that each phase is fully reviewed, and any changes implemented successfully to supportthe overall performance of all occupiers.The guest services are open 7 days per week, aligned with the main opening hours of the retailers at SJQ and the team are operating in diverse locations doted around the estate. The galaxy of services delivered include hands free shopping, luggage storage,gift cards, guest mobility, parcel collection, information… to name of few…The position interfaces with all teams, retailers, contractors, and other local and national businesses to ensure that the team is fully in the know and ready to answer any query that we will receive. The Guest Services Manager must be a leader and a rolemodel.Key Responsibilities

• Manage the team of ambassadors to deliver high quality standards services to guests at all times.
• Assist the Operations Services Manager in monitoring and driving centre performance in line with the Business Plan relevant to this aspect of the business.
• Maintain overall control of the security and safety operations in the department and for our guests by developing a culture amongst the team.
• Ensure world class levels of guest service and operational standards are always maintained.
• Collaboratively work with Retail, Marketing & Tourism teams to ensure alignment with their daily plan & be completely supportive of the activities organised and promote effectively in SJQ.
• Manage the space according to needs of the different factors and allocate reasonably to fit the business priorities.
• Manage and monitor the overall cleanliness of the working areas to a high standard.
• Set and manage operational procedures and processes and continuously review them to ensure best practice in line with St James Quarter and Savills policies & procedures.
• Assist guests during any incidents during any abnormal operations.
• Provide effective leadership to ensure the development and encouragement of all operational staff to meet both business and personal objectives.
• Optimise use of available Staffing resource to ensure service delivered always exceed guest expectations.
• Adhere and support the overall ESG Strategy for SJQ
• Liaise with Facilities Management team on any FM related issues, ensuring the service always guest-ready and taking any corrective actions where required in a timely manner.
• Prepare monthly reporting on performance to share with the wider team of stakeholders.
• This position is also included in the senior duty management rota.

Communication

• Ensure effective operational communication including meetings, handovers, and reporting.
• Attend daily/weekly/monthly business progress meetings and team meetings as required.
• Forge and maintain positive relations with retailers, F&B, cinema, hotels, car park operator, contractors and delivery companies and assist in occupier initiatives utilising skills and expertise of the team to facilitate.
• Written reports to aid in company communication both internally and externally should prove concise and sound.
• Liaise with retail partners to ensure compliance with Operational Handbook

Brand Enhancement

• Ensure that the Centre Brand Guidelines are always adhered to and influence all factors to deliver world class guest service.
• Ensure close liaison with the senior leadership team including Operational Management, Retail & Hospitality, Technical Services, Marketing and Business
• Consistently exceed guest expectations and deliver long term, sustainable guest satisfaction both internally and externally.

H&S operations

• Ensure all accidents, near misses and serious incidents that occur are recorded.
• Attend any serious incidents within SJQ and support when necessary.
• Maintain the emergency ‘Grab Bag’ and monthly checks of same.
• Ensure that fire and H&S regulations are adhered to in the service yard by inspection, checking the signs, advising on defects, improvements required, etc.
• Monitor and maintain H&S Records in accordance with the frequency required by the site H&S manual.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure that daily checks are undertaken of the common areas within SJQ and that all necessary remedial works are undertaken within a reasonable time. Where remedial works are required immediately, the area in question must be cordoned off and made safefor all visitors, retailers, etc.
• Participate to the Health and safety Committee quarterly and report back for the area and any other observation around St James Quarter.

Public Relations & Liaison

• Establishing, developing, and maintaining good relations / partnerships with various authorities and local agencies, notably:
• Local authority
• Emergency Services (Police, Fire & Rescue Services, Paramedics)
• Internal businesses forming mixed-use asset.

Skills, Knowledge and Experience Candidates will be required to demonstrate the following:Background & Skills

Preferred experience in similar role of face-to-face delivery of service such as retail, hotel reception/concierge, reception of offices or building manager.

Able to manage complexity and able to deliver with short deadlines.

Outstanding stakeholder management, strong relationship building and influencing skills.

Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.

Ability to work standing for long periods of times.

Demonstrates drive, resilience, openness, and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures. <l