Management of The Trafford Centre

Business Philosophy

The hallmark of any professional organisation is the quality of the service it delivers. The Trafford Centre’s ultimate aim is to be recognised as having the foremost professional expertise within the shopping centre industry, providing a quality, efficient and friendly service to the benefit of all its customers.

Our objective for our employees is for them to perform to the highest professional standards, providing the ultimate in service excellence. In doing so, we strive to maintain our reputation as a Company with unimpeachable integrity which provides positive advice, holds a view on current levels of service issues and aims to achieve a first class record in levels of customer service.

This objective is met by employing high calibre staff, with a natural aptitude for their role, coupled with an effective and approachable management team. In addition, The Trafford Centre believes it is necessary to go a stage further. To reinforce the commitment in our beliefs formalised procedures have been established to safeguard the quality of our service alongside a programme of continuous training and development for all employees.

The Trafford Centre’s management team has individual areas of responsibility. Their objectives are to maintain a first class service to customers through:

• The accurate interpretation of customer needs
• The prompt delivery of meaningful advice relating to those needs
• Provision of sincere committed high standards
• Continuing care of our customers’ interests
• The regular monitoring of factors which affect the provision of customer service delivery
• Communication of the quality objectives to all employees involved with the provision of services on behalf of the Centre.

Quality of work is monitored regularly by the Director of Operations in conjunction with the Department Managers, carrying out periodic checks to review or enhance our work, and to reflect changes in market practices or professional codes of practice. Our quest is to continually improve the level of service we offer to our customers.

The Trafford Centre is committed to investing effectively in all its team members and proved this by achieving the Investor in People Award in its opening year.

Through this investment we wish to ensure all our team members deliver the high quality levels of service our customers expect to receive by complying with the following principles:

• The Trafford Centre’s management team are committed to developing the skills and motivation of all employees in order to achieve business plans and targets
• The training needs of all employees are reviewed regularly in the light of the goals and priorities that they have been set
• Training and development starts from the moment an employee joins The Trafford Centre and continues throughout their career with the Company
• The investment in training and development is evaluated to assess its effectiveness.

Ultimately, the challenge of being an Investor in People is a human one. There has to be scope for imagination and creative thinking throughout our work, not least in addressing our customers’ needs. That indeed is the key to The Trafford Centre’s philosophy:

• To provide sincere service, and to maintain the highest standards in all that we do.

The Trafford Centre seeks to combine the best from its knowledge and experience, its team members and its systems to ensure our customers’ expectations are fulfilled or surpassed.

Gordon McKinnon
Director of Operations