Guest Experience Host

2 weeks ago

London, Greater London, United Kingdom The View from The Shard Full time

Reports to:
Assistant Guest Experience Manager

Contract type:
Part-time (Friday and/or Saturday contracts available) - Casual Worker (Zero Hours) vacancies are also available.

THE PERKS

  • 33 days holiday (prorated for parttime contracts)
  • Complimentary tickets to The View and staff discounts
  • Private Medical Insurance and Life Assurance (for perm roles)

ROLE PURPOSE


You will be the person that all our guests meet and will be part of a team that makes people smile.

You will create fantastic first impressions and lasting memories.

You will deliver excellent world class service by engaging with our guests, and will work with the team to create a unique and memorable experience.


WHO WE ARE LOOKING FOR
You enjoy meeting new faces and is passionate about guest engagement.

You promise to deliver an exceptional service and can keep up your high energy and enthusiasm, no matter the circumstance.

You are passionate about London and are eager to be part of our guests' amazing experience at The View from The Shard.


YOUR RESPONSIBILITIES
Include, but not limited to

  • Welcome and provide premium quality customer service and guest engagement
  • Seek every opportunity to interact with our guests, ensuring the expectations of their visit are exceeded
  • Captivate a diverse audience to ensure their experience is unique and memorable
  • To ensure the attraction is constantly maintained to the highest standards of presentation by taking ownership and responsibility of areas of work
  • Demonstrate a positive presence by being alert and aware of guests, presenting yourself to the highest standard demonstrating that you are approachable to other staff and guests
  • Use initiative where possible to resolve any enquiries or difficulties that may arise during the day and escalate when required to the Duty Manager
  • Participate proactively in daily briefings with managers and colleagues
  • Use telephones, radios, computers and other technology as required, to aid carrying out your duties
  • Operate and maintain guest entertainment activities
  • Where possible, actively upsell ticket upgrades or merchandise to guests
  • To efficiently process transactions; handle cash, complete credit/debit card payments when selling tickets and/or merchandise to guest purchase points
  • Within retail: take responsibility of a designated area; monitoring stock levels and ensuring all items are displayed correctly
  • Minimise stock loss, ensuring correct procedures are followed and staying vigilant
  • Support the managers with ensuring that costs are streamlined and there is limited wastage in the department
  • Be aware of all promotional activity and offers
  • Support the Duty Manager when required
  • Support other departments within the attraction if required, including F&B and Sales
Health & Safety

  • To undertake Health, Safety and Fire responsibilities
  • Ensure compliance with Shard Health and Safety procedures
  • Fully reporting any instances of a breach of safety regulations, any incidents or near misses to the management team.
  • To safeguard the security of the building, including observation and first response to incidents.
  • Undertake queue management responsibilities and adhere to evacuation procedures in order to ensure the safety of guests and staff.

YOUR SKILLS AND EXPERIENCE

  • Knowledge and passion for London and The Shard
  • An enthusiastic and theatrical manner to promote excitement and anticipation
  • Experience of encouraging and maximising sales and achieving targets
  • Exemplary personal presentation standards
  • Experience of working in a premium attraction or hospitality venue
  • Experience in serving guests at purchase points; handling cash and credit or debit card payments
  • Ability to proactively approach and engage with guests and staff
  • Excellent communication, customer service and influencing skills, communicating clearly and confidently in English to a diverse group, verbally and in writing
  • Is committed to customer service; anticipates and is proactive to customer needs
  • Selfmotivated with the ability to work effectively in a team and individually

Desirable:

  • Knowledge and understanding of the Equalities Act 2010
  • Knowledge of good health & safety management practice
  • Knowledge of commercial operations and effective sales strategies
  • Builds effective relationships with stakeholders
  • The ability to communicate in a second language
  • Experience of supporting emergency situations, including evacuations
  • Experience in operating EPOS and/or electronic ticketing systems, including cash handling responsibilities
  • A current first aid qualification

Job Types:
Part-time, Permanent

Part-time hours: 17.5 per week

Salary:
£11.95 per hour

Work Location:
In person

Application deadline: 31/03/2023

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