Guest Services Manager- EXPO Pavilion

Transguard is now recruiting for a Guest Services Manager for a prominent pavilion in Expo 2020. The scope of the role is to be part of our large team in creating memories, inspiring generations, setting new standards in guest service, and ensuring all our operations run seamlessly to provide a truly authentic experience for our guests. The job holder will plan and oversee all aspects of the daily pavilion operation to the highest standards, ensuring all guests have an engaging, comfortable, and memorable visit. This role carries significant accountability by organising, coordinating and ensuring that the daily operations of the pavilion run smoothly with a motivated workforce delivering outstanding results.

This will be a fixed term contract for a period of 11 months.

In this role your responsibilities include the following:

• Enhancing the pavilion guest experience through engaging and fun interactions, showcasing your positive attitude and pride of ownership of the Operation Manager role.
• Exhibiting outstanding customer service to all stakeholders throughout the whole of the Expo site, including guests, clients, and colleagues whilst always exceeding their expectations.
• Fully understanding the content, values and wider cultural significance of the pavilion, acting as the face of the nation.
• Motivating and inspiring your teams, forecasting and anticipating needs, wants, and concerns from staff, and leading by example.
• Producing regular update reports, both in writing and verbally to the Operations Controller, anticipating needs and solving problems.
• Liaising between the Operation Controller and Team Leaders and floor staff (E.G. Hosts, Security, Maintenance, Cleaners) to ensure smooth and efficient running of operations.
• Leading Team Leaders and Hosts to ensure all staff fulfil their duties against objectives and behaviors required (any issues on performance are reported to the Operations Controller) to action.
• Regularly checking and maintaining various operating procedures as required, such as safety checks and AV working procedures, staff schedules, staff rota to ensure continuous smooth operations and eliminate any issues before they arise.
• Working closely with operational staff, maintenance, security, cleaners, contractors to ensure continuous and smooth running of the pavilion
• Offering additional cover for staff as required by the Operations Controller.
• Working alongside the HR Manager to ensure all staff follow HR procedures
• Managing at the higher level any public complaints responsibly, calmly, efficiently and politely following pavilion complaints procedures and reporting upwards as necessary to ensure smooth running of operations.
• Supporting all staff in managing queues and guest expectations during busy times.
• Assisting people of determination with ease and swiftness, having anticipated needs and expectations. 

The ideal candidate will have the following skills and experience:

• At least 3+ -years of experience in management and operating large teams.
• Strong interpersonal skills, able to lead, influence and motivate team members.
• Outstanding organisational skills with the ability to multitask, problem solve, think quickly, and adapt to ever changing environments.
• Exceptional customer service skills.
• Articulate and extrovert and enjoys talking to people.
• Confidence and a willingness to learn.
• A very good understanding of the English language