Job Description

Destination Host Team Lead

Join the team at the iconic Bullring, Birmingham's premier shopping destination! We're seeking a Destination Host Team lead to contribute to the success of this vibrant and dynamic retail environment. If you're passionate about [relevant skills/industry] and thrive in a fast-paced, customer-focused setting, we encourage you to apply.

Reporting to:

Occupier Customer Manager

Role Purpose

To manage a team of Destination Hosts in creating exceptional experiences within the destination. The supervisor ensures hosts maintain deep understanding of occupiers, customers, and stakeholders while building meaningful relationships. This role ensures the destination feels like a second home for visitors - a place that integrates with their lifestyle and community.

Key Responsibilities

Team Leadership

To deputise in the absence of the Occupier Customer Manager Manage, coach, and develop a team of Destination Hosts Create staff schedules and ensure appropriate coverage throughout operating hours Conduct regular performance reviews and provide feedback to team members Implement training programs to enhance team's customer service skills Model exceptional customer service behaviors for the team to emulate

Customer Experience Management

Oversee the creation of a welcoming, inviting environment throughout the destination Ensure team addresses security, cleaning, and maintenance issues promptly Maintain high visibility and recognition among occupiers and visitors Collect, analyse, and act upon occupier and visitor feedback Foster community atmosphere among occupiers through knowledge sharing initiatives

Operational Excellence

Monitor team adherence to destination standards for appearance and service Coordinate with Occupier and Customer Manager on events and marketing activities Support event management including problem-solving and guest relations Identify opportunities to enhance visitor experience and generate interest Ensure all team members maintain security awareness and follow protocols

Stakeholder Management

Build strong relationships with occupiers, from store managers to decision makers Oversee collection of turnover information from tenants Manage retailer customer feedback programs In the absence of the Occupier and Customer Manager report to the Destination Director Prepare reports on customer and community feedback for leadership Develop connections with local community stakeholders

Required Skills

Relevant supervisory/management experience in retail or hospitality environment Advanced IT Skills to include Word, Excel, and PowerPoint Exceptional communication and interpersonal abilities Strong organisational and multitasking capabilities Proven leadership skills with ability to motivate teams Experience in retail operations and customer experience Event management experience Project management skills Commercial awareness and business acumen Innovative thinking with focus on continuous improvement * Service Excellence