Guest Customer Services Supervisor - St James Quarter Edinburgh

Job title

Guest/Customer Services Supervisor

Site Name and Location

St James Quarter Edinburgh EH1

Working Hours

40 hours

Salary

£26,625 per annum

Purpose of the Role

St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000 sq./ft 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 Supervisor is a key management role who will be deputising in the absence of Guest Services Manager/s. The individual will be key in monitoring and managing the constant seamless operations of St James Quarter (SJQ) guest services department and ensure that the day to day is delivered in line with a dedicated focus on the guest centric approach and the aim to deliver a world class guest experience throughout the estate.

The individual will be responsible for the day-to-day management of the team and ensuring that the resources are in place according to the business needs and in line with the strategies approved in the business plan. A key to the success of this role is to ensure that the communication from the team to the management team is always flowing.

The guest services are open 7/7 aligned with the main opening hours of the retailers at SJQ and the team are operating in diverse locations dotted 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 role model.

Key Responsibilities

• Supervise a team of ambassadors to support and always deliver high quality service to guests.
• Assist the Guest Services Managers in monitoring and driving the guest services team performance in line with the Business Plan relevant to this aspect of the business.
• Monitoring Rosters to ensure all shifts are covered.
• Ensuring all upcoming events have been planned with additional team members if necessary.
• 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.
• Assist guests during any incidents during any abnormal operations.
• Optimise use of available Staffing resource to ensure service delivered always exceed guest expectations.
• Support the managers in providing details for the purpose of prepare monthly reporting.

Communication

• Ensure effective operational communication including, handovers and reporting.
• Attend daily/weekly 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.
• Promote events and services of SJQ to brand partners as well as guests and beyond.

Brand Enhancement

• Ensure that the SJQ Brand Guidelines are always adhered to and influence all actors to deliver world class guest service.
• Ensure close liaison with 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

• Maintain the emergency ‘Grab Bag’ and monthly checks of same.
• Ensure all accidents and incidents are noted.
• 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.

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 hospitality services / offices.
• Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.
• Excellent verbal, written, interpersonal & communication skills.
• Fluent in English, other European languages could be a plus.

Requirements – Personal Characteristics

• Able to work weekends and early morning.
• Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external guests and partners.
• Demonstrates high personal standards, able to identify positive behaviour in others.
• Demonstrates consistent excellence in standards, behaviour, knowledge and skills.
• Develops knowledge and skills of others to deliver objectives.
• Experienced in influencing people, including people senior to their role.
• Motivated to participate in development opportunities that increase capability and performance.
• Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation.

Working hours: 40 per week

Salary: £26,625 per annum

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