Welcome Host

7 months ago

London, United Kingdom IFS Cloud Cable Car 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**
- Delivering the highest standards of service for all the guests and ensuring that all visitors are greeted and made to feel welcome.
- Enhancing the IFS Cloud Cable Car Experience with a friendly professional attitude capable of interacting with guests and visitors of all ages.
- Supporting site management with Health & Safety issues, queue management, Emergency incident plans, First Aid and Fire Marshalling.

**Your main responsibilities will be**:

- Actively participate in all areas of the IFS Cloud Cable Car Terminals managed by the Front of House team; entrance to the Terminals, gate-line, platform, ticket office and other external locations.
- Successfully maximise sales targets, contributing to an increase in sales of the Value for Money tickets and packages: round trips, River joint tickets, VIP fast track, retail and any other packages to be introduced to the Cable Car.
- Proactive in ensuring any guest complaints are dealt with immediately with a can-do approach ensuring that they leave satisfied.
- Work constantly towards achieving a 5-star level of customer service (Customer Satisfaction Survey 98%+)
- Provide accurate information to guest queries, fare pricing, local transport links and places of interest in the surrounding area.
- Ensure a constant high level of personal presentation and that the uniform standards are always adhered to.
- Excellent cash handling record, confident and in line with the financial procedures and till reconciliation, consistency in adhering to the IFS Cloud Cable Car Cash Handling Policy
- Attend all training sessions to improve/refresh knowledge and gain a strong understanding of policies and procedures.
- Aid the Guest Experience Manager in organising paperwork & photocopying, maintaining stationary/ ticket supplies in the ticket office, safe counts and financial checks and other requirements within reason.
- Assist the Group Bookings Department by checking daily the groups due to arrive, completing a group boarding pass and preparing marketing material
- Excellent time management skills
- Provide assistant in the Cable Car Experience café, Virtually Reality, Teddy Mountain.

**As a minimum, you will need to have**:
- Strong numerical and reporting skills
- Understanding of how to drive sales and positive guest experience
- Works in a systematic, methodical and orderly way.
- Communicates problems and challenges early, involving the right people.
- Is health, safety and wellbeing conscious.
- Cash Handling - desirable
- Manages and maintains quality and productivity of their work
- Treats everyone as a ‘guest' including internal colleagues.
- Seeks opportunities to learn and share knowledge
- Experience in a similar role in a visitor attraction
- First Aid Training

**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 0630 - 0000.

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.

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