Guest Experience Supervisor

We're looking for a Guest Experience Supervisor who will deliver excellent service standards, while meeting SLA agreements and adhering to the values of our guest experience at Braintree Village.

Contract: LandsecType: Full TimeHours: 40Pay: £14.25Location: Braintree Village

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- Part 1: People & Team Management

-General Team Management: Prioritising team well-being and happiness; guiding staff through challenges and celebrating successes.

-Staff HR: Supporting staff with Mitie resources (pay queries, sickness); conducting one-to-ones; maintaining personnel folders and uniform standards.

-New Team Members: Organising site induction, Mitie standards training, and mystery shopper briefings for new starters.

-Training & Development: Creating individual action plans to help team members grow; ensuring the team is confident with new services.

-Engagement & Morale: Developing ideas to keep the team engaged with site amenities; utilising team ideas for guest interaction (maps, flyers).

-Safety & Compliance: Keeping the team updated on fire evacuations and ensuring the reading/signing of "toolbox talks."

-Performance Quality: Taking ownership of Mystery Shopper results; providing coaching and guidance for upcoming visits.

-Event Coordination: Working with the GX Manager and Tina to plan logistics; managing event timelines; checking stock levels and maintenance for the Styling Lounge.

-Daily Huddles: Updating all departments on NPS scores, mystery shopper results, and site news.

Part 2: Operational & Administrative Oversight

-Rotas & Scheduling: Planning staffing levels in advance; managing the Team Lead/Duty Manager rota in coordination with Soft Services.

-Payroll & Finance: Completing payroll once rotas are confirmed; managing monthly costings/budgets and justifying overtime or event hours to the Soft Services Manager.

-Holiday Management: Tracking allowances, updating the wall calendar, and ensuring no overlapping bookings.

-Reporting (KPIs): Compiling the monthly MPR Report/KPIs; completing the weekly Thursday Guest Ex Audit.& Live safe audits

-Communication Hub: Checking/responding to emails; updating the weekly "Huddle Rota"; attending Guest Ex calls (Mitie/Landsec) and filtering info back to the site.

-Guest Ex Admin: Completing tasks set by Regional leads, the Head of Guest Ex, or the Soft Services Manager.

Ability to communicate and read basic English

-Previous cleaning experience is desirable but not essential

-Flexible and proactive approach to work

-Open, honest, self-driven, and determined attitude

-Reliable and hardworking with a professional demeanour

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive., Discounts through MiDeals with over 850 high street retailers