Guest and Community Manager - Westgate Oxford

☞ Land Securities

View: 102

Update day: 25-05-2024

Location: Oxford South East

Category: Real Estate

Industry:

Loading ...

Job content

We’re Landsec
We areLandsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.
We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.
The Role:
A member of the centre’s senior management team with accountability for leading the delivery of an outstanding guest experience and connecting communites. To measure, analyse and review all aspects of the guest experience, research and feedback, looking to enhance wherever possible and introduce new guest services where relevant. Working closely and effectively with all members of the onsite team, brand partners and head office teams to ensure guest experience and community is at the centre of everything we do.
  • Salary
The Team:
Leading the onsite teams at all levels and with central GX and Community teams. You will be responsible for the co-ordination of activity relating to guest experience in your centre (including events). Working as ‘one team’ to deliver exceptional guest services / experience. Working with local community organisations.
What you will be responsible for:
Own the Guest Experience in the Centre
  • Be an Ambassador for World Class Guest Experience, leading the team by example and be accountable in supporting and empowering others to deliver excellence
  • Communicate a clear understanding of the commercial importance and connection between excellent guest experience and driving revenue with all key stakeholders
Lead by example through behaviours, attitude and relationship building
  • Greet Guests, Brand Partners and colleagues with natural warmth and friendliness, making everyone feel welcome
  • Build effective stakeholder relations within the community, seeking opportunities to work collaboratively to deliver against the centres ESG objectives
  • Build professional relationships with brand partner store managers to ensure the Brand’s service level agreement is maintained
Collaborate with colleagues in Head Office and other Centres
  • Support Brand and Asset Teams to make informed decisions which impact our customers (Guests, Brand Partners and Service Partners), representing the Guest Experience perspective on the ground.
  • Partner closely (dotted line) with Central Consumer Proposition Director
  • Partner with Head Office Marketing & Commercial Teams to ensure campaigns support local strategy, that they are delivered and that incremental local activation are shared for transparency
Define and deliver the Guest Experience Strategy
  • Work closely with the Centre Director and other members of the senior team to develop, implement and continue to evolve the guest experience strategy at your centre
  • Work closely with Central Consumer Proposition Team to ensure ideas are shared and central initiatives are delivered, with local initiatives to supplement this
  • Analyse key consumer feedback metrics and ensure there are action plans in place to build on positive experiences / address concerns.
Define, implement and communicate the success of new initiatives to improve guest experience
  • Lead activities to understand and act on Guest priorities (e.g. through day to day direct contact with guests, structured focus groups etc).
  • Manage a budget to test and experiment ideas to specifically improve Guest Experience and to ensure that these fit with centrally devised experiences, that are also funded locally
Your skills, experience and qualifications:
Essential criteria
  • GSCE level or equivalent
  • Experience in guest service management and performance management within retail shopping centre, hospitality and events sector
  • Strong leadership and management skills
  • Highly effective in diplomacy, communications, leadership and delegation
  • Genuine desire to engage with guests and deliver exceptional service delivery
  • Extensive experience in developing and motivating others to deliver high levels of customer service
  • Excellent organisational skills and coaching skills
  • Effective time management skills
Life and Benefits at Landsec
We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer exceptional Learning & Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.
Here are some of our core benefits, view our
Benefits and career development page
for more information.
  • Discretionary annual bonus plan
  • 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and options to purchase an additional holiday each year.
  • Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution
  • Private medical insurance, Life assurance and income protection.
  • Enhanced maternity, adoption, shared parental leave policies (view our
    Family policies page
    for more details)
  • Annual Sharesave plans with the chance to buy Landsec shares at a discounted rates
  • Up to 4 working days to volunteer per year and ’Give As You Earn’ programmes allowing you to donate to charities straight out of your pay and we top up by 20%
And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.
Diversity and Inclusion
At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.
We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing
recruitmentqueries@landsec.com
To find out more about our approach, visit our
Diversity and Inclusion page
.
Loading ...
Loading ...

Deadline: 09-07-2024

Click to apply for free candidate

Apply

Report job
Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...