Mitie Cleaning & Hygiene Services
Guest Services Host
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Guest Services Host – Temp
Location: St David's Shopping Centre
Hours: 20 hours per week, including evenings and weekends
Rate: £13.45 per hour
Reporting to: Guest Services Lead
Join Us in Guest Services at St David's Cardiff
At St David's Cardiff, we're passionate about creating memorable experiences for every guest who visits us. As one of the UK's leading shopping destinations, we pride ourselves on being more than just a place to shop. We are at the heart of the city, bringing people together through great experiences, outstanding service, and a warm Welsh welcome.
Key Purpose of the Role
As a member of the Guest Services team at St David's Cardiff, you will play a vital role in creating memorable experiences for every guest who visits the centre. You will act as an ambassador for St David's, providing exceptional service, supporting our retail partners, and contributing to a welcoming, safe and vibrant environment for all.
Objectives And Responsibilities
- Deliver a warm, friendly and professional service to all guests, retailers, contractors and colleagues.
- Act as a knowledgeable ambassador for St David's Cardiff, confidently providing centre information, local recommendations and tourism support.
- Respond to guest enquiries promptly and professionally across a variety of channels, including face-to-face interactions, telephone, email and social media.
- Encourage guest engagement and feedback through the Made You Smile platform and other centre initiatives.
- Take ownership of guest feedback, concerns and complaints, ensuring these are resolved effectively and followed through to completion.
- Support the delivery of centre events, campaigns and activities that enhance the guest experience.
Operational Excellence
- Manage key Guest Services functions, including lost property, accessibility support services and other guest-facing facilities.
- Ensure all guest enquiries, requests and incidents are accurately recorded and communicated during team handovers.
- Use communication systems, including radios, confidently and professionally.
- Maintain a thorough understanding of the centre, its retailers, facilities, services and surrounding local area.
- Report maintenance issues, defects or potential hazards promptly to the appropriate teams.
- Ensure Guest Services areas are always clean, organised, welcoming and presentation-ready.
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Teamwork and Professionalism
- Build positive working relationships with guests, retailers, centre management and colleagues.
- Demonstrate flexibility and adaptability to support the changing needs of the business.
- Work collaboratively with colleagues, contributing to a positive and inclusive team culture.
- Maintain a professional appearance and positive attitude at all times.
- Participate in training, coaching and development opportunities to continually enhance skills and knowledge.
- Be prepared to work across both indoor and outdoor environments throughout the year.
Health, Safety and Compliance
- Follow all company policies, procedures and centre-specific requirements at all times.
- Carry out duties safely and in accordance with health and safety legislation, risk assessments and safe systems of work.
- Report incidents, hazards, near misses and unsafe conditions promptly.
- Use all equipment and personal protective equipment (PPE) correctly and in line with training received.
- Contribute to maintaining a safe and secure environment for guests, retailers and colleagues.
Information Security
- Maintain the confidentiality of guest, colleague and business information.
- Comply with all information security policies and procedures.
- Identify and report actual or potential information security risks and incidents.
- Handle personal data responsibly and in accordance with data protection requirements.
Key Skills And Behaviours
- Passionate about delivering outstanding guest experiences.
- Excellent communication and interpersonal skills.
- Positive, approachable and professional manner.
- Strong organisational and time-management skills.
- Ability to take ownership and accountability for tasks and guest enquiries.
- Confident using Microsoft Office applications, including Outlook and Excel.
- Flexible, resilient and able to adapt to changing priorities.
- Strong team player who supports colleagues and contributes to a positive working environment.
- Attention to detail and commitment to maintaining high standards.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
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When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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