Guest Experience Manager

McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 24 designer outlets in 8 countries.

Are you passionate about delivering exceptional guest experiences? Join our team as a Guest Experience Manager and lead the charge in creating memorable, top-tier experiences for our guests at our Bridgend centre. In this role, you’ll be the champion for all things guest-related, driving service excellence, team development, and innovative strategies to elevate our guest experience.

What you'll be doing...

• Lead and motivate Guest Services Advisors and Lounge teams to consistently deliver outstanding service.
• Drive guest satisfaction by addressing concerns, enhancing the guest journey, and reducing pain-points.
• Implement innovative strategies to boost service standards, guest engagement, and profitability.
• Oversee day-to-day operations, ensuring the centre reflects McArthurGlen’s high standards and operational KPIs are met.
• Recruit, train and develop all team members
• Set personal and team targets, and remain focused on driving towards these whilst staying focused, but not side-tracked by, day to day activities
• You will be required on a Rota basis to undertake duty management of the centre This will include working 1 in 4 weekend shifts and be rota’d on to a late shift
• (12pm8pm)

Why McArthurGlen?

Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 20%

Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.

Volunteering Days: Benefit from 2 paid volunteering days per year.

Exclusive Discounts: Access special discounts at our Designer Outlets.

International Exposure: Work with colleagues across eight countries within a global organization.

Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.

Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.

Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

To be successful you’ll bring...

• Passionate about delivering excellent guest service
• Able to put guests at the heart of everything we do
• Able to show a proven track record of running successful guest focused operations that nurture and grow the business and level of guest satisfaction
• Considerable experience of managing a guest focused team in a luxury hotel, events space or other guest facing environment
• Able to communicate effectively at all levels
• Language skills an advantage
• Able to produce reports and forecast activity
• Experienced Manager in hospitality sector: hotels, airlines or similar in a fast-paced role and organisation

Be part of something extraordinary...

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.

95% of colleagues believe we treat each other with dignity and respect regardless of their personal identities.

Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.