Guest Experience Assistant

4 months ago

Livingston, United Kingdom Savills Management Resources Full time

**Purpose of the Role**

Faced with a competitive retail and leisure market, consumers demand a greater standard of service than ever before. As our guests needs become more sophisticated, there is a growing need for Livingston Designer Outlet to differentiate itself in order to sustain a better experience for our guests and assist in an increase in footfall and spend.

**Aims**:
Develop and maintain a dynamic guest-focused culture that reinforces Livingston Designer Outlet’s brand values and ensures that every guest who visits the Outlet has a positive and memorable experience and leaves wanting to return again.

To enhance guest experience with added value services that offer seamless guest experiences.

**Guest Experience Functions and Services**:

- Welcome and information lounge for all guests
- Full concierge service to all guests
- Tourism welcome area, including ‘meet and greet’ service and
- Hands Free Shopping Service
- Retail sale of Gift Cards
- Hire mobility equipment
- Hire Childrens Services
- Book taxis
- Travel information
- Manage digital lost property system

**Key Responsibilities**

**Guest Experience Objectives**:
The following guest service objectives are set to define the expectations of employees and increase guest satisfaction across the guest experience function.
- Portray a positive image that is representative of the Outlet
- Deliver exceptional service
- Solve issues quickly and efficiently
- Increase profitability of the Outlet
- Obtain guest feedback

**Main duties and responsibilities**

This role will include a variety of tasks including the following:

- To actively participate in ensuring that all guests are welcomed and supported during their visit to the Outlet. Exemplary guest service should be undertaken at all times.
- Be an ambassador for the Outlet actively interacting and supporting our colleagues and all guests to the centre.
- Drive Gift card sales, undertaking gift card training as required.
- Drive sales across the Outlet through in-depth product and service knowledge.
- Daily and weekly reporting of identified service and sales measurements.
- To ensure that sufficient stocks of guest collateral are available at all times.
- To ensure that guest experience area is well presented at all times.
- Be professional at all times especially when dealing with enquiries such as complaints, lost children or lost property.
- Ensure a good understanding of other local amenities and attractions outside of the Outlet and be able to provide guests with guidance.
- To assist colleagues when assistance is required on the malls for activities such as market research / promotional activities.
- Process gift cards for corporate and individual sales in line with company policies and procedures.
- Ensure all cash handling is carried out in line with company policies and procedures.
- To ensure exemplary standards prevail in personal appearance and hygiene strictly adhering to uniform requirements which will be key to identifying team members.
- Continuously look for opportunities to be of assistance to guests by proactively offering help wherever opportunities arise.
- Undertake any other reasonable duties as required by your line manager to meet the needs of the business.
- Follow our guest experience values at all times:
**Service**: Providing exceptional service to our guests is our number one priority. We believe it is the foundation of business success and we are passionately committed to understanding what our guests want and to provide them with outstanding solutions and unique service.

**Integrity**: We think it's important to treat everyone courteously, professionally and with respect and to bring a straightforward, open and honest approach to everything we do.

**Performance**: We want to be the best at what we do. We want to perform at the highest level for our guests and to deliver exceptional value to our stakeholders.

**People**: guests to the Outlet should always be considered and referred to as Guests. Our guests are more important to us than simply their financial transactions, their loyalty is integral to the success of the Outlet and we should therefore welcome them as we would into our own home. By placing our guests at the heart of our work, we can deliver positive, dynamic and memorable experiences.

**Innovation**: We actively look for better ways of doing things in order to improve the value we deliver to our guests and the performance of our business.

**Skills, Knowledge and Experience**

Essential:

- Excellent guest experience skills
- Proactive can-do attitude
- Good communication skills, both verbal and written
- Flexible / supportive team player
- Confident / friendly
- Attention to detail / vigilance

Experience in a similar guest experience role

Working Hours - 9 hours - Saturday 12 noon to 5pm and Sunday 1pm to 5pm

Salary - National living wage age dependant

LI-DNI

Please see our Benefits Booklet for more information.

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