Destination Host Team Leader

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Destination Host Team Lead

Join the team at the iconic Bullring Birminghams premier shopping destination! Were seeking a Destination Host Team lead to contribute to the success of this vibrant and dynamic retail environment. If youre 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 teams 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

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table! If you require any changes to the application process please email or call 44(0) to contact one of our team members to discuss how to best support you throughout the process. Please note the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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