Guest Experience and Admin Coordinator

The Role

To deliver an outstanding guest experience while providing comprehensive administrative and operational support across the centre. This role ensures smooth day‑to‑day running of the centre through efficient coordination of reporting, compliance, financial processes, and commercial activity. It also supports marketing and events, maintains effective communication with retailers, and contributes to the overall success and reputation of the centre.

Principle Accountabilities

• Manage day‑to‑day administration including POs/invoices, operational records, meeting minutes, energy reporting, and safe reconciliations.
• Coordinate weekly/monthly KPI reporting, retailer notifications, storage/signage schedules, and brand standards across communal areas.
• Oversee centre inboxes, mail, deliveries, and system-based processes (lost property, asset tracking, supplies).
• Support marketing, community and commercial events with on‑site admin and content coordination.
• Manage Duty Manager rotas with the Service Delivery Manager and provide weekend Duty Manager cover when required.
• Administer retailer-related invoicing and liaise with service partners and external stakeholders.

Public Liability & Property Insurance Management:

• Maintain the insurance tracker and filing system, ensuring accurate documentation.
• Liaise with solicitors, claims teams and legal representatives; collate evidence including CCTV.
• Support fund recovery processes and produce monthly insurance reports for the Centre Director.

Marketing, Guest Experience & Commercialisation:

• Provide administrative support for marketing, guest experience, and commercial events.
• Support the rollout of Guest Experience projects and act as a point of contact for guest enquiries.
• Assist with content gathering for social, web, PR and external agencies and prepare materials for campaigns or events.

Guest Experience & Community:

• Support guest-facing experiences such as Surprise & Delight, gift‑wrapping and other propositions.
• Coordinate charity/community events and manage community hub and busker bookings.
• Capture guest feedback (NPS+ and QR surveys), contribute to monthly reporting, and support Mystery Shop actions.
• Coordinate prize fulfilment, gift card purchases and competition administration.

Meetings & Stakeholder Coordination:

• Prepare agendas, take minutes, and distribute actions for Dept Heads, HSE & Security, Retail Partners, management and quarterly forum meetings.
• Support organisation of corporate conferences, away days, investor and stakeholder visits.
• Manage photography/filming requests and liaise with external bodies such as local authorities and tourist agencies.

Alignment with [Employer hidden — view at passion-project.co.uk] Guest Experience Framework:

• Work in partnership with the Guest Experience Manager and Guest Service Lead across all GX stages — Insight, Proposition Development, Implementation, Measurement, and BAU service standards.
• Ensure centre activity and guest service initiatives align with [Employer hidden] frameworks and expectations.

Essential Criteria

• Strong core administrative, financial, organisational and communication skills.
• Intermediate proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint and Excel.
• Excellent organisational ability with strong attention to detail.
• Good understanding of business operations, processes and centre procedures.
• Financial acumen and confidence managing basic financial processes.
• Self‑motivated with a proactive, flexible and confident approach to work.
• Strong verbal and written communication skills.
• Previous experience in marketing, retail and/or property environments.
• Ability to prioritise, multitask and meet deadlines in a fast‑paced setting.
• Effective problem‑solving, negotiation and time-management capabilities.
• Comfortable working under pressure with a positive and solutions‑focused attitude.
• Ability to build strong working relationships and collaborate with colleagues at all levels.
• Proven ability to deliver projects and targets in a changing environment.