Guest Experience Duty Manager

Guest Experience Duty Manager

POSITION SUMMARY:

The Guest Experience Duty Manager will work within a team of Duty Managers to support all aspects of Village guest services and hospitality operations. This will include liaising with the Guest Services management team, the Guest Services team, Soft Services, Transport & Logistics, and various stakeholders, implementing and delivering processes, monitoring standards, sourcing supplies, budget management, delivering and monitoring training, briefing and supporting the guest facing teams. 

KEY RESPONSIBILITIES:

•      Ensure preparations for daily operational activities are in place and implemented in a collaborative manner across Bicester Village. Working alongside other key departments including Retail, Marketing, Retail Development, Tourism and Real Estate.

•       Ensure key guest facilities, including Bicester Concierge Centre (BVC), Train Station and Coach Group Welcome Centre, are operating to plan and undertake corrective action where required as per agreed procedures & standards.

•       Responsible for opening and closing the Village 

• Managing requests, planning events, ad hoc needs from stakeholders, always showing and providing excellent service to colleagues and guests alike
• Managing and overseeing the team rota, making sure the operational teams are fully staffed, liaising with third party suppliers to ensure this
• Supporting the delivery of business plans by briefing the teams, leading training, giving feedback for the plans and AARs
• Leading and supporting the Guest Experience Duty Managers during meetings and events
• Coordinate departmental and third party discussions to ensure all aspects of the plans are delivered in the timeframe
• Ensure key guest facilities, including Bicester Concierge Centre (BVC), Train Station and Coach Group Welcome Centre, Concierge Kiosk are operating to plan and undertake corrective action where required as per agreed procedures & standards.
• Ensuring excellence for guest experience & service including:
  • Security, Health and Safety
  • Cleaning Standards
  • Staff Grooming and presentation
  • Guest and Staff Interaction & Staff courtesy
  • Ambience of the Village
• Liaise with Facilities Management team on any FM related issues, ensuring the Village is always guest-ready and taking any corrective actions where required.
• Resolve any guest issues related to poor experience in a timely manner and follow up with corrective actions as required including follow-up directly with Guest.
• Collaboratively work with Retail, Marketing & Tourism teams to ensure alignment with their daily plan & be completely aware of daily, weekly and monthly marketing promotions and campaigns.
• Lead daily Morning Huddle, ensuring all key departments provide an update on their plan for a day.
• Lead regular daily inspections of all facilities (including key boutiques) along with BV Directors to ensure they are compliant with standards, noting any corrective actions (and ensuring these are addressed with the relevant teams) and that all facilities are clean, working and friendly at all times.

PROFILE:

• Excellent presentation and communication skills
• Outstanding attention to detail  
• Strong organisational skills
• Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment
• Flexibility in terms of working hours & pattern (including evenings, weekends and Bank Holidays)
• Preferred experience in a retail or hospitality premium / luxury environment
• Excellent understanding of the importance of excellence of customer experience / hospitality
• Easily collaborates across multi-functional teams, internally and externally
• Has experience within a quick moving operational environment.
• Strong cultural awareness
• Fluent in English and other languages advantageous
• Computer literate and fully competent in preparing briefings, proposals and report