JOB TITLE: Guest Service Supervisor

REPORTING TO: Facilities Operations Manager

LOCATION: London Designer Outlet – Wembley

CONTRACT: Permanent

HOURS: 40 hours per week

SHIFT PATTERN: 5 working Days / 2 days off

PAY RATE: £14.60 p/h

ROLE OVERVIEW AND PURPOSE

We are looking for a professional, trustworthy Guest Services Supervisor who would enjoy working in an exciting, fast-paced environment, ensuring that all guests and visitors receive a warm welcome and a lasting first impression of the centre. You will be managing a team of Guest Services Hosts. Leading the team in the guest experience you will exceed the expectations of our guests, elevate every event, and add the professional seamless delivery to every meeting.

KEY RESPONSIBILITIES

Managing the team to ensure they deliver:

• Providing excellent client care service with a positive and proactive attitude.

• Providing guests, a warm welcome at reception and ensuring a positive farewell upon their departure.

• Escorting guests to their meeting rooms or required destination within the building (as long as access allows).

• Proactively dealing with guest enquiries and requests in an efficient, friendly, and timely manner, ensuring all business requirements are dealt with promptly and professionally.

• Handling all external and internal calls in a professional manner.

• Printing of daily reports and completion of any daily reports and checklists

• Communicating effectively and professionally with other departments and service providers.

• Adopting a flexible and adaptable approach at all times when dealing with ad hoc duties as required.

• Ensure the Guest Services and waiting areas are impeccable at all times and communicate any issues with the respective teams. Managing a team of 6 you will look to cross train all staff, so we have flexibility, develop and drive performance. Delivery on reporting and analytics to ensure best practice is key, to attend operational meetings with meaningful input and owning the process and policy output is standard.

Requirements

• Have front of house Management / Supervisor experience from a professional services firm, 5-star hotel, corporate institution, airline, or similar high end customer service environment.

• Have the passion and drive to deliver the very highest levels of customer service.

• Understand and follow professional etiquette and grooming.

• Have great interpersonal skills, an outgoing and vibrant personality.

• Demonstrate an excellent command of the English language, both in verbal and written communication.

• Possess a high level of attention to detail.

• Have strong administration skills and competent in Microsoft Office skills (2010) and Excel.

• Be innovative and forward thinking with the ability to multi-task and work on own initiative.

• SIA front of house License or willing to complete.

• IOSH or willing to complete.

• Have a proven track record in leading and developing a team.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access to Lifeworks, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit (url removed).

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.