Guest Services Host

Better places, thriving communities.

Role: Guest Services Host - Temp

Location: Braintree Village Shopping Centre

Hours: 6 hours per week, including evenings and weekends

Rate: £13.45 per hour

Reporting to: Guest Services Supervisors

Join Our Guest Services Team at Braintree Village

At Braintree Village, we're passionate about delivering exceptional experiences for every guest who visits. As one of the UK's leading designer shopping destinations, we pride ourselves on creating a welcoming, vibrant, and memorable environment where guests can enjoy great shopping, excellent service, and a day out to remember.

Key Purpose of the Role

As a Guest Services Host, you will play a key role in enhancing the experience of every guest who visits Braintree Village. Acting as an ambassador for the Centre, you will provide outstanding service, support our brand partners, and help ensure a safe, welcoming, and engaging environment for all.

Responsibilities

Guest Experience

• Deliver a warm, friendly, and professional service to all guests, retailers, contractors, and colleagues.
• Act as a knowledgeable ambassador for Braintree Village, confidently providing information about the Centre, retailers, services, events, and local attractions.
• Respond professionally to guest enquiries through a variety of channels, including face-to-face interactions, telephone and email.
• Encourage guest engagement and feedback through initiatives such as Made You Smile and other guest experience campaigns.
• Take ownership of guest enquiries, feedback, and complaints, ensuring they are resolved effectively and efficiently.
• Support the successful delivery of centre events, promotions, and seasonal activities.

Operational Excellence

• Manage key Guest Services functions, including lost property, accessibility services, mobility equipment, and other guest-facing services.
• Accurately record and communicate guest enquiries, incidents, and service requests during team handovers.
• Use communication systems, including radios, confidently and professionally.
• Maintain a strong knowledge of the Centre layout, retailers, facilities, services, and surrounding local area.
• Report maintenance issues, defects, or safety concerns promptly and appropriately.
• Ensure the Guest Services area remains clean, organised, welcoming, and presentation-ready at all times.

Teamwork & 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 within the Guest Services team to create a positive and inclusive working environment.
• 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 areas of the Centre.

Health, Safety & Compliance

• Follow all company policies, procedures, and site-specific requirements.
• 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 equipment and personal protective equipment (PPE) correctly and in line with training provided.
• Contribute to maintaining a safe and secure environment for guests, retailers, and colleagues.

Information Security

• Maintain the confidentiality of guest, colleague, retailer, and business information.
• Comply with all information security and data protection requirements.
• Identify and report actual or potential information security risks and incidents.
• Handle personal data responsibly and in line with company procedures.

Key Skills & Behaviours

• Passionate about delivering exceptional guest experiences.
• Excellent communication and interpersonal skills.
• Friendly, approachable, and professional manner.
• Strong organisational and time-management skills.
• Ability to take ownership and accountability for guest enquiries and tasks.
• 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 positively to the wider team.
• High attention to detail and commitment to maintaining exceptional standards.
• Enthusiastic, proactive, and committed to creating memorable experiences for every guest.

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.

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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