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Guest Services Supervisor - London Designer Outlet

Employer
London Designer Outlet
Location
Wembley, London
Salary
£12.27/hour (opportunity for OT)
Closing date
25 Jun 2021

Job Details

Guest Services Supervisor - London Designer Outlet

  • £12.27/hour (opportunity for OT)
  • 40 hours per week over 5 days, including bank holidays and weekends

London Designer Outlet are looking to recruit a Guest Services Supervisor. This is a very hands-on role. The Guest Services Supervisor will be an energetic and positive individual who is passionate about customer service. They are effective communicators and leaders willing to get stuck in and present a professional and friendly face for the centre. As a GSS you’ll be the person a guest or colleague turns to if they have any concerns or complaints and you’ll be empowered to make things right and become the face of a positive guest experience.

To succeed within the role you must have previous experience of working within a customer facing environment and have the knowledge of handling cash and credit card transactions. You should also have good sales ability, an approachable manner, and knowledge of retail environment.

Duties and Responsibilities:

  • To assist the Guest Services Manager in the management of the Guest Services Team
  • Ensure front office guest services staff provide guests with prompt service, professional attention and personal recognition.
  • Greet guests warmly with a genuine smile and eye contact; escort the guest where possible to the location/destination.
  • Upsell LDO gift card where possible and maximise centre revenue
  • Accurately process all cash and credit card transactions using established procedures. Being compliance with GDPR policy and ensure all transactions are handled in a secure manner.
  • Deal with any outstanding guest requests or issues that may require additional monitoring or follow-up.
  • Take action to solve guest problems / complaints.
  • Being knowledgeable about the local area, attractions, directions and facilities and to supply this information to guests on a regular basis.
  • Answer incoming calls in a prompt and courteous manner.
  • Responsible for cash float.
  • Build relationships and loyalty with guests, colleagues and brand partners at all times, with an ability to anticipate their needs.
  • Ensuring the safety and well-being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures.
  • To maintain personal hygiene standards at all times.
  • Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
  • Maintain professional grooming standards.

We are looking for someone with:

  • Previous Team Leader/Supervisor experience within retail industry
  • Motivational skills and an ability to supervise and lead a team of Guest Services assistants
  • Flexible attitude to working hours. There will be frequent weekend and bank holiday work.
  • Ability to work well under pressure
  • Manage time effectively
  • Have a can-do, will-do attitude
  • Set clear goals and objectives
  • Ability to lead and motivate a team
  • Good attention to detail
  • Excellent customer service skills and is passionate about exceeding guest expectations.
  • Good IT skills in word and excel.
  • Effective decision making skills
  • Able to work in a fast paced working environment and remain calm under pressure
  • Have good telephone manner
  • Be able to demonstrate experience in complaint handling
  • Possess a good command of English and has excellent communication skills (written and verbal)
  • Comfortable with change and ability to embrace new ways of working
  • Have excellent interpersonal, communication and presentation skills and be able to connect with all partners and live up to our mission statement: “We are focused on delivering an exceptional guest experience which captures the heart from the moment you arrive”

We offer :

Our people mean the world to us, and we only recruit the best. For the talents in our business, we offer great benefits and opportunity for you to develop with us. LDO is a great place to further your career. We love seeing our team members fulfil their potential and always work to achieve more together as an individual and as a company.

About the Company

ABM is passionate about people. Since 1909, ABM has worked attentively to pair our clients with the right people to care for their businesses. Today, ABM employs more than 140,000 skilled and hardworking people who deliver exceptional facilities services.
We show our respect for every person, every day. Every ABM team member gains clear career growth programs and support. We promise safe working conditions. And together, we live out our six core values.

People are a company’s most important asset. ABM is firmly committed to empowerment through training and development. We invest in team member development, nurturing career paths, and encouraging growth within organisations. Our passion for investing in people is evident by the number of current managers and executives who started as service team members

Company

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