Guest Services Manager - London Wembley

Wembley, London
10 Oct 2019
07 Nov 2019
Job Type
Full Time

Guest Services Manager - London Designer Outlet & Wembley Park, Wembley

Background and Role:

The London Designer Outlet which is located adjacent to Wembley Stadium opened in autumn 2013 and is London’s first designer outlet centre and the only one within the M25. It is the first of the ‘next generation’ of outlet centres and is rapidly becoming become the ultimate retail, restaurant and entertainment lifestyle destination within easy reach of central London and the South East. The scheme is a 350,000 sq.ft. mixed-use lifestyle destination, hosting designer and high street outlets with a wide choice of stylish fashion, sports, homeware and lifestyle brands and a full range of cosmopolitan restaurant and bar names alongside a Cineworld nine-screen cinema.

The Guest Services Manager is responsible for defining, developing and maintaining a quality guest experience which exceeds their expectations of hospitality.

Reporting to:

The role reports to the Facilities Manager for ABM for day to day running of the suite and team with a dotted line to Realm’s Guest Experience Manager for long term strategy purposes

Direct Reports:

  • Guest Services Supervisors
  • Guest Services Hosts

Key Relationships:

  • LDO Centre Management team
  • Brand Partners
  • Dropit team
  • Service Provider peers
  • Local stakeholders


London Designer Outlet & Wembley Park, Wembley

Principle Aims:

  • To lead and manage the Guest Services team to ensure a successful and well versatile team with the tools and skills to exceed our visitors expectations
  • To develop and maintain a distinctive guest service culture within LDO and the wider Wembley Park Estate

Key Objectives:

  • To develop and showcase “best in class” practices across all functions of Guest Services
  • To lead all daily operations in the Guest Services suite
  • Develop and coach the team in Guest Services, setting the standard for presentation and execution of all Guest Services
  • To develop and institutionalise a seamless and engaged service culture where everyone will go the extra mile for guests, colleagues and brand partners at all times
  • Working with key stakeholders identify all the contact points for Guests at every stage of the LDO experience and ensure that those points of interaction deliver a consistently excellent experience
  • Work alongside the centre management team to ensure commercial and operational standards are upheld from brand partners at all times
  • Ensure guest service procedures and standards are monitored, maintained and enhanced where appropriate to ensure the most efficient use of time
  • Deliver and monitor KPI’s for the growth of the guest services business and report back on these at monthly intervals
  • Ensure staffing is sufficient at relevant times whilst managing payroll costs
  • Managing performance reviews with the team and setting and reviewing SMART objectives
  • Use initiative to resolve historic issues around the Guest Services facilities and continually look to enhance them and drive revenue, whilst doing so.
  • Monitor and review guest feedback to ensure we are seeking continuous improvement
  • Develop new ways of working and new initiatives to enhance the service delivery
  • Maintain and develop the enhancement of the Guest Services space and ambience.
  • Develop and implement a guest services and welcome hosting feature and service within Wembley Park Estate

Candidate Profile:

  • 3 years hospitality/retail management experience,
  • Experience in a highly guest service focussed environment
  • Demonstrates strong leadership abilities with a clear ability to build rapport and inspire trust and confidence
  • Excellent verbal and written communication skills
  • Personal and professional gravitas
  • A committed and keen team player, prepared to “go the extra mile” to deliver results and support the business
  • Completely guest centric with a clear ability to innovate coupled with commercial pragmatism

Similar jobs

Similar jobs