Head of Guest Experience & Community

Community, NGO & Non-Profit
January 21, 2024

Job Description


Job title: Head of Guest Experience & Community

Company: Mitie

Job description: Head Of Guest Experience & Community

Salary – £75,000

Job objectives and responsibilities

· Lead and drive the Implementation and delivery of the Mitie Guest Experience Programme, working alongside significant client stakeholders for a key multi-site national contract.

· Delivering key strategic initiatives to ensure Mitie deliver a world class guest experience to all. Whether guests be shopping, taking part In a leisure activity or just passing through, we want all interactions to be positive and encourage return visits time and time again.

· Utilising both Mitie and client guest data and feedback, you will own, create and deliver an annual Mitie strategic plan to ensure Guest Experience KPIs are achieved and exceeded.

· You will work closely with the Guest Services Leads at each location and recruit and lead a team of Guest Experience Champions within each service line. Focusing on continuous improvement, you will also review and identify new opportunities and best practice for the end-to-end guest journey including processes, measures, investment, and training.

· Lead the Landsec/Mitie strategy on social value and community engagement working with the social value champions on each site to deliver a calendar of activities, including volunteering and fundraising. You will also liaise with the Mitie Foundation to provide support with a dedicated client “Ready2Work” scheme.

· Own and champion the Diversity & Inclusion strategy on the account, working with the client team to ensure all locations are as accessible and welcoming as possible for all.

Key objectives for the role are:

  • Leading and developing a team of Guest Experience Champions, providing support to ensure our overarching Guest Experience Strategy is embedded across all team members effectively
  • Create, develop and delivery of an annual Mitie/Landsec strategy for Guest Experience including supporting the Disney and Inspire Models
  • Create and develop an annual Mitie/Landsec strategy for Social Value and Community engagement
  • Create and develop an annual Mitie/Landsec Diversity & Inclusion strategy
  • Leading and developing a team of Guest Experience Champions, providing support to ensure our overarching Guest Experience Strategy is embedded across all team members effectively
  • Recruitment of a Diversity & Inclusion Champion on each location
  • To develop and roll out a bespoke training programme for all staff in collaboration with our training service partner and client team
  • Monitor all guest experience KPIs and be responsible for action plans on areas falling below expectation
  • Be the point of contact for Mitie on all client guest experience feedback
  • Identify areas for improvement and work with all stakeholders to ensure improvements are made to achieve the waste operational KPI’s, and client waste/recycling objectives.
  • Create and implement Guest Experience Audit schedule

Main Duties

  • Hold regular meetings both in person and virtually with Guest Experience Champions to share feedback and drive the strategy
  • Provide overall contract reports on the delivery of social value activity from each location and share on Client site
  • Designing, facilitating, and delivering joint client working workshops, developing joint relationship management plans including strategic relationship objectives
  • Tracking and monitoring the strategic relationship objectives and support with any challenge resolutions, continuous improvements, or complexities
  • Administering the Guest Experience reward and recognition scheme alongside key client stakeholders
  • Regular liaison with the site-based Guest Services Teams
  • Monitoring of the guest services interactions data through Merlin application
  • Measuring the success of the Guest Experience Programme through oversight of key KPIs and metrics such as retention levels, recruitment success, complaints, staff surveys, mystery shops, mystery audits etc.
  • Researching the latest trends, practices and news related to social value

Person Specification

  • Extensive Senior Executive Experience in delivery of customer and or guest experience in retail, entertainment, or facilities management. With evidence of reporting to board level.
  • A recognised and demonstrable industry expert in the delivery of best-in-class guest experience services.
  • Experience in the delivery of community engagement strategies
  • Ideally, Degree or other relevant qualification
  • Customer service qualifications in Welcome Host, Hospitality assured or similar
  • Independent thinker, with good customer facing skills and the ability to build relationships both internally and with major clients
  • Experience of analysing data and trends on customer and or guest feedback
  • Knowledge on reporting of social value
  • Experience in managing projects
  • Excellent IT skills in particularly sound knowledge of Microsoft Windows (Word, Excel, Power Point)
  • You should have excellent communication skills and be confident engaging with teams at all levels.

Expected salary:

Location: Oxford

Job date: Wed, 17 Jan 2024 07:11:36 GMT

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