Matt Towers
About Matt Towers
Matt Towers is the Guest Services Team Manager at Westfield Stratford, specializing in conflict resolution and customer satisfaction initiatives.
Title
Matt Towers currently holds the position of Guest Services Team Manager at Westfield Stratford in London. He has been in this role since 2017.
Previous Experience at Marks and Spencer
Before joining Westfield Stratford, Matt Towers worked at Marks and Spencer in London as a Store Manager. He held this position from 2011 to 2017, overseeing store operations and staff management for six years.
Education and Expertise
Matt Towers earned a Bachelor of Science (BS) degree in Biology/Biological Sciences from the University of Birmingham. He completed his studies from 2008 to 2011, equipping him with a strong foundation in scientific principles.
Customer Feedback System Implementation
At Westfield Stratford, Matt Towers implemented a customer feedback system designed to enhance guest satisfaction. This system has provided valuable insights into guest experiences and has helped inform service improvements.
Training Program Development
Matt Towers developed a training program for new hires in the guest services team at Westfield Stratford. This program has been instrumental in standardizing onboarding procedures and ensuring high service quality from the outset.
Community Engagement Initiatives
Matt Towers organized multiple community engagement events at Westfield Stratford. These events aim to strengthen local relations and integrate the community with the shopping center's activities.
Conflict Resolution Specialist
Specializing in conflict resolution, Matt Towers has successfully mediated numerous customer disputes during his tenure at Westfield Stratford. His skills in this area help maintain a positive and welcoming environment for guests.
Digital Kiosk Integration
Matt Towers led a project to integrate digital kiosks for guest assistance at Westfield Stratford. This initiative has streamlined guest services, providing visitors with quick and efficient access to information and support.