Duty Manager

To enhance and deliver internal service provision outputs ensuring that Guests to Bluewater are surprised and delighted by their visit.,

• First point of contact for the daily soft service operation.


• Lead by example following the GUEST standard.


• Accountable for mall zone standards.


• Overall Management of the Guest Services Internal service delivery team.


• Ownership/Accountability of all internal service provision and safety audits.


• Regular walkabouts (MBWA) to ensure the appropriate floor cover is in place as per the predicted footfall and floor plans.


• To deliver and promote the clients marketing and sales strategy whilst working alongside and supporting the Guest Experience Manager, to ensure the strategy is delivered to the teams.


• Working closely with the Rostering Manager, ensuring that the daily operation is not affected by absenteeism.


• To support the Guest Experience Manager in providing, improving and cascading the SMG and Mystery shopper data.


• Responsible for the implementation of weekly and monthly payroll, ensuring the Rostering Manager receives this in a timely manner.


• Manage the day to day sub-contractor relationship and the onsite delivery.


• Ensure all reactive and scheduled tasks have been launched, actioned and completed through concept and the daily report.


• Liaise with HR for all related enquiries and issues within the Internal Service Delivery Team. With adherence to company policies and procedure.


• To oversee the lost property policies and procedures for site, ensuring timely monitoring and disposal in line with guidelines.


• Attend and assist briefings to all Guest Service delivery hosts.


• Develop and empower Guest Services delivery supervisors including setting objectives and managing performance through the appraisal system.


• Pro-actively input, identify and plan for improvements around the agreed KPIs, working closely with the Rostering Manager and the Head of Housekeeping to deliver the agreed objectives.


• Manage the recruitment and selection process for full time, part time and zero hour hosts within the internal guest service delivery team.


• Develop outstanding relationships with retailers, other departments and the onsite client team to aid excellent communication.


• Assist the Head of Housekeeping procurement of equipment and materials for the department, with a keen eye on innovation.


• Accountable for health and Safety, systems, policies and procedure, incident reports within the guest services delivery team.


• Ensure weekly Housekeeping audits are carried out for all internal areas to include, washrooms, malls, storerooms, concierge desks and back of house corridors.


• Manage and monitor guest feedback through all communication methods, endeavouring to ensure that the concern or issue is rectified and where feedback is not possible escalate to the appropriate person.


• Embrace the company culture through effective leadership.


• To work within the security protocols outlined by company procedures.


• To constantly work within Bluewater and Incentive-FM's operating systems.


• Conduct an other duties deemed to be appropriate or necessary to post.


• To work with the HR and Compliance teams to provide support with adherence company policies and procedures. i.e. disciplinaries, grievances and risk assessments.
  
  A minimum of one year's experience in leading a team is essential.


• A minimum of two year's working within a facilities management or retail environment.


• Must be experienced in using Microsoft, including Outlook and Excel.


• An understanding of HR policies and procedures.


• Willingness to undertake any further appropriate training