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

Join Us as Our Next Guest Services Lead

Are you passionate about delivering unforgettable customer experiences? Do you thrive in a dynamic, high-footfall retail environment? St David's Cardiff - one of the UK's premier shopping destinations - is looking for a Guest Services Lead to elevate our guest-first culture, inspire a high-performing team, and help maintain our reputation for exceptional service.

This is your opportunity to take ownership of the guest journey - from first impressions to lasting memories - and make a meaningful impact in one of the UK's busiest and most vibrant city-centre locations.

Key Purpose of the Role

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.

Main Responsibilities

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.

What You'll Bring to the Role

Attributes & Personality

-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

Experience

-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

Skills & Strengths

-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

Qualifications

-5 GCSEs or equivalent (including Maths & English)

-Fluent in written and spoken English

Why Join St David's Cardiff?

-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

At Mitie

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. So, you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer 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!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie's 68,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us.

Does this look like the role for you? Apply now.

Together our diversity makes us stronger.