Guest Services Ambassador

2 weeks ago

Edinburgh, United Kingdom Savills Management Resources Full time

**Purpose of the Role**

The Mall Ambassador is responsible for providing an exceptional guest experience at St James Quarter. As the main point of contact for guest enquiries, the Mall Ambassador will provide solutions, recommendations, and personalised services to exceed guest expectations. Working collaboratively within the Guest Services team, they will ensure daily operations run smoothly and maintain brand presentation guidelines. Additionally, they will build positive relations with guests and service partners, adhere to the St James Quarter “Tone of Voice”, comply with Health and Safety regulations, and promote the sustainability vision.

**Key Responsibilities**

**Key Responsibilities/Accountabilities**:

- Deliver the St James Quarter guest services such as (but non exhaustive) hands-free shopping, guest mobility, lost and found, wayfinding, tourist information, public transport enquiries, gift cards, and guest feedback.
- Work collaboratively with the Guest Services team to carry out daily operations and maintain brand presentation guidelines.
- Proactively welcome all guests and provide solutions, recommendations, and personalized services.
- Enhance the guest experience by anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution.
- Develop and maintain knowledge of the St James Quarter Vision and Values and become a "local insider" to assist with guest enquiries.
- Understand and comply with on-site Emergency Procedures and health and safety regulations.
- Active participant in daily huddles with the Guest Services Team.
- Consistently exceed guest expectations and deliver long-term satisfaction.
- Adhere to the St James Quarter Tone of Voice.

**Skills, Knowledge and Experience**
- Preferred experience in a similar guest facing role, ideally within the Retail, Hotel or Tourism and Travel industries.
- Outstanding people management skills, relationship building, and influencing skills.
- Ability to work in a team environment and autonomously.
- High energy, calm under pressure, real team player.
- Excellent verbal, written, interpersonal & communication skills.
- Fluent in English and other international languages would be a plus.
- Demonstrates drive, resilience, openness, and innovation.
- Experience in the use of Microsoft Outlook, Word, Excel, PowerPoint, and iOS or Android devices.
- Social media Savvy preferred.

Note: The above job description is not exhaustive and additional responsibilities may be assigned as reasonably required.

Working Hours - 40 hours

Salary - £10.90 per hour

Please see our Benefits Booklet for more information.

LI-DNS

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