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 Mitie'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