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Guest Experience Manager

3 months ago

London, Greater London, United Kingdom FirstGroup Full time

Who are we?

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

The IFS Cloud Cable Car is one of London's top visitor attractions welcoming over 1.4 millions guests per year. Linking North Greenwich Peninsular and the Royal Dock's, it is the only urban cable car in the UK and offers stunning panoramic views of London's skyline from a height of 90m over the Thames

About the job

Ensure the safe operation of the London Cable Car (LCC) and deliver 100% service availability. Make informed, timely and effective decisions on all aspects of the operation. Ensure the consistent delivery of required customer service standards in accordance with the agreed Passenger Service Charter across the entire LCC.

Your main responsibilities will be:

  • Manage the safety of all members of the public, staff and contractors. Proactively identify risks to health and safety across the site on a daily basis by identifying hazards and taking appropriate corrective action.
  • Take ownership of guest service, challenging poor behaviours and celebrating legendary guest care.
  • Manage queues by speeding up the system, sending empty cabins. Liaise with guests and staff to maintain high standards and respond to guest feedback effectively.
  • Control the operational activities of the various suppliers across the site when the Facilities Manager (FM) is not available, ensuring that all contractors are issued and are following the permit to work system
  • Issue daily service update reports ensuring all communication is checked and accurate when the AFM is not available
  • Manage Guest Experience Team to ensure operational performance, ensuring that all team members follow the approved procedures and adhere to uniform standards
  • Manage all training documentation for direct reports and ensure all relevant information is up to date, including the Training Matrix and Competency Certificates as required
  • Manage communication with the Port of London Authority (PLA) to ensure the appropriate action and procedures are followed for any ship movement in a timely manner
  • Manage all incidents in accordance with the LCC Emergency Response Plan
  • Complete 3 hour escalation reports in the event of any stoppage and draft 48 Hour reports in conjunction with the on call Incident Manager in the event of any stoppage
  • Collate and communicate Daily Briefings
  • Undertake weekly Staff Safety Tours
  • Book agency staff on and off duty, completing timesheets
  • Ensure all guest complaints are dealt with efficiently and effectively.
  • Complete daily pre-operation checks
  • Complete cabin temperature checks frequently during warm weather
  • Carry out regular site patrols to check that colleagues are in the right place, at the right time.
  • Ensure signage is correctly displayed and queuing systems are in place, rectifying any potential hazards
  • Review Daily Sales Reconciliation and Safe Count
  • Coordinate all special events / VIP visits and promotional activities as well as delivering the LCC vision

As a minimum, you will need to have:

  • Proven experience in events or venue management and customer service
  • A flexible and adaptable attitude regarding shift times and working hours to meet business needs.
  • Good working knowledge of health and safety practices and/or a relevant health and safety qualification.
  • Demonstrated ability to manage teams effectively.
  • Ability to interpret technical information and provide appropriate advice.
  • Experience in incident management, including dealing with emergency services.
  • Strong presentation skills, with a willingness to complete media training if not already done.
  • Must be willing to undergo DBS vetting.
  • Excellent written and verbal communication skills.
  • Self-sufficient and able to work independently.
  • Experience in cash handling would be advantageous.
  • Proficiency in administrative tasks and strong numerical skills.
  • IT literate with proficiency in MS Office.

About the location

London Cable Car, North Greenwich

Working pattern

This role is working 5 days out of 7, or 2 days of out 7 for part time roles, on a shift pattern. Shift patterns vary from 0600 – 0000.

We all belong at First London Cableway. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.