Our Mission
‘To create the finest retail experiences.’
Our Purpose
‘Making the extraordinary possible’
Why start your journey at McArthurGlen?
• We offer the opportunity to work with the best and be part of something extraordinary
• We work with some of the world’s most luxurious brands in amazing locations, so you’ll need to be ready to meet the challenge & when you do you’ll reap the rewards and get to live your passion
• We support individual development through bespoke trainings as well as access to LinkedIn Learning
• We offer amazing benefits, attractive salary plus performance bonus, many internal events, a gym allowance, special discounts for stores & restaurants in the centre
• You can be part of cross functional/ international projects and enjoy an exceptionally great office atmosphere
• We work hard and expect high standards, but we want everyone to enjoy being part of our team & celebrate success together
• Over 85% of our employees would recommend us as a good place to work
Role Purpose..
At McArthurGlen our Guest Services teams are the face of the organisation, making extraordinary moments of happiness for the millions of guests who visit our centres. They are our connoisseurs of excellence, delivering our mission to create the finest retail experiences. Our Guest teams are given the freedom to be creative and make every guest feel special, providing an exceptional, bespoke service to them.
As part of Guest Services at McArthurGlen, you will work in a dynamic retail environment where no two days are the same. You’re the perfect host and love to go above and beyond for guests. You will thrive on being part of something extraordinary, working at a fast pace and enjoying the variety of your working day. You’ll use your initiative to make things happen.
What you'll be doing...
Centre Experience Strategy
• Ensure that our guest experience is excellent from arrival to departure, driving and maintaining service standards every day across the centre
Leadership
• Responsible for the management of the following internal and external teams
• Lead, motivate and manage your team to deliver excellent service consistently to our guests and to our internal colleagues through the office team.
Driving new and improved revenue opportunity
• Establish, monitor and maximise KPIs that directly correlate to profitability and guest satisfaction including gift card sales
• Work with the Centre Manager to deliver the commercialisation strategy, with a particular focus on Guest Experience, additional services and creating memorable experience’s
Operational Standards
• Ensure that the guest services area reflects the McArthurGlen standards
• Maintain a detailed knowledge about the centres’ services, offers and hours of opening
Reporting & metrics
• Contributes to shaping the KPIs that measure the Guest Experience for the centre
• Works with the Guest Services and wider centre team to deliver against the service KPIs
The Successful Candidate Will…
- Passionate about delivering excellent guest service
- Able to put guests at the heart of everything we do
- Able to show a proven track record of running successful guest focused operations that nurture and grow the business and level of guest satisfaction
- Considerable experience of managing a guest focused team in a luxury hotel, events space or other guest facing environment
- Able to communicate effectively at all levels
- Fluent German and English, additional language skills an advantage
- Able to produce reports and forecast activity
- Experienced Manager in hospitality sector: hotels, airlines or similar in a fast-paced role and organisation
- Have flexibility in their working hours to cover the full trading hours of the Centre on a rota basis.
Be part of something extraordinary...
At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future. Please start your journey with us by applying with your CV.
Our Success Framework
Guest Experience Coordinator Arbeitgeber: McArthurGlen
McArthurGlen ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern nicht nur ein wettbewerbsfähiges Gehalt und leistungsbezogene Boni bietet, sondern auch ein unterstützendes Arbeitsumfeld mit einem starken Fokus auf Vielfalt und Inklusion. Mit Zugang zu kontinuierlichem Lernen über LinkedIn Learning und zahlreichen Karrierewachstums-Möglichkeiten in einem internationalen Team, ist dies der ideale Ort für alle, die eine bedeutungsvolle und erfüllende Karriere im HR-Bereich anstreben.
