Job Details
Assistant Guest Experience Duty Manager ¦ Bicester Village ¦ Full time FTC
Something Extraordinary Every Day™
POSITION SUMMARY:
The Assistant Duty Manager will support the Guest Services Duty Managers with all aspects of Village guest services and hospitality operations. This will include liaising with the Guest Services management team, the Guest Services team, Soft Services, Transport & Logistics, and various stakeholders, implementing and delivering processes, monitoring standards, sourcing supplies, budget management, delivering and monitoring training, briefing and supporting the guest facing teams.
KEY RESPONSIBILITIES:
* Supporting the Guest Duty Managers with managing requests, planning events, ad hoc needs from stakeholders, always showing and providing excellent service to colleagues and guests alike
* Managing and overseeing the team rota, making sure the operational teams are fully staffed, liaising with third party suppliers to ensure this
* Supporting the delivery of the Hospitality Planning Manager plans by briefing teams, participating to and leading trainings, giving feedback for the plans and AARs
* Representing and helping the Guest Duty Managers during meetings and events
* Coordinate departmental and third party discussions to ensure all aspects of the plans are delivered in the timeframe
* Ensure key guest facilities, including Bicester Concierge Centre (BVC), Train Station and Coach Group Welcome Centre, Concierge Kiosk are operating to plan and undertake corrective action where required as per agreed procedures & standards.
* Ensuring excellence for guest experience & service including:
o Security, Health and Safety
o Cleaning Standards
o Staff Grooming and presentation
o Guest and Staff Interaction & Staff courtesy
o Ambience of the Village
* Liaise with Facilities Management team on any FM related issues, ensuring the Village is always guest-ready and taking any corrective actions where required.
* Resolve any guest issues related to poor experience in a timely manner and follow up with corrective actions as required including follow-up directly with Guest.
* Collaboratively work with Retail, Marketing & Tourism teams to ensure alignment with their daily plan & be completely aware of daily, weekly and monthly marketing promotions and campaigns.
* Lead daily Morning Huddle, ensuring all key departments provide an update on their plan for a day.
* Lead regular daily inspections of all facilities (including key boutiques) along with BV Directors to ensure they are compliant with standards, noting any corrective actions (and ensuring these are addressed with the relevant teams) and that all facilities are clean, working and friendly at all times.
PROFILE:
* Excellent presentation and communication skills
* Outstanding attention to detail
* Strong organisational skills
* Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment
* Flexibility in terms of working hours & pattern (including evenings, weekends and Bank Holidays)
* Preferred experience in a retail or hospitality premium / luxury environment
* Excellent understanding of the importance of excellence of customer experience / hospitality
* Easily collaborates across multi-functional teams, internally and externally
* Has experience within a quick moving operational environment.
* Strong cultural awareness
* Fluent in English and other languages advantageous
* Computer literate and fully competent in preparing briefings, proposals and reports
There's no one quite like us
The Bicester Collection are the worlds' leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.
Our Vision is to be the best shopping destination in the world.
Our Mission is to make the lives of others better including our brands, our guests, our people and our communities.
Our Brand Promise is to offer something extraordinary every day.
Our Five Values are the glue that bind us together and allows us to lead ahead:
* Authenticity - Always do the right thing
* Innovation - Think outside of the box
* Passion - Do what you love and love what you do!
* Critical Thinking - Challenge the obvious
* Vision - Be mission driven always
Why we're exceptional
The key to our success is the quality and commitment of our people. In return for your hard work and commitment to our values, you'll receive a generous salary and we'll also reward you through our Feel Good Programme which offers the following benefits:
* Lifestyle - Our Lifestyle benefits include life assurance, income protection, pension, leisure travel insurance, an electric car scheme, a discounted shopping portal, discounts across our Villages, a referral bonus and season ticket loans.
* Physical - Our Physical health benefits include private medical cover, virtual doctor support, dental insurance, health screening, a cycle-to-work scheme, eye care and flu vaccinations.
* Mental - Our Mental health benefits include access to professionals as well as support from trained mental health 'first aiders' from across the business, an employee assistance programme and free access to Headspace and Thrive, two of the most well respected mental well-being apps.
* Social - Our social programme is designed to help us connect and, most importantly, have fun! Benefits include yoga classes, summer parties, outdoor team activities, time away from the office to enjoy special occasions such as birthdays, getting married, moving house and, of course, taking a well-deserved break.
Come and live your story with us
At The Bicester Collection, we are focused on attracting and retaining the best talent. We believe in fostering an open culture, which supports our people to thrive and creates a sense of belonging. Working at the Bicester Collection means entering an inclusive space where all perspectives are valued, ideas are shared freely, and creativity is encouraged.