Guest Services Mall Ambassador

Contract Type- Fixed Term
- Full time / part time- Full time
- Savills Status- Temporary
- Business Area- Savills Management Resources(SMR)
- Location- Edinburgh
- Role / Team Overview
- **Purpose of the **Role**

The Mall Ambassador plays a pivotal part in the delivery of our St James Quarter World Class Guest experience. As a roaming ambassador you will ensure all St James Quarter Guests, receive a stress-free end to end experience. The Mall Ambassador will be a point of contact for all enquiries linked to St James Quarter, the City Centre and more and will operate with a guest-centric focus every day, providing opportunities to surprise and delight our Guests, allowing them to leave St James Quarter with lasting memorable experiences.

The job holder will be part of a team of 17 delivering World Class Guest Service. The team is made up of 1 Guest Services Manager, 2 Guest Service Team Leaders, 5 roaming Mall Ambassadors, 1 Dropit Site Manager, 1 Guest Mobility Manager, 1 Guest Mobility Assistant, 2 Guest Mobility Ambassadors and 4 Guest Service Desk Ambassadors, ensuring that you deliver the standards and behaviours commensurate with the shopping, dining, entertaining and catering experiences (including experiences of the car park, Hotels, leisure, F&B) at St James Quarter.

**Key Responsibilities**

**Key Responsibilities/Accountabilities**:
**_ _**_ _You will be part of a team of 5 who will work on a shift basis based at various hotspots within St James Quarter and will deliver on the following (this list is not exhaustive) Guest Services:

- Hands-Free shopping (Dropit)
- Guest Mobility
- Lost and Found
- Wayfinding
- Tourist Information
- Public Transport Enquiries
- Gift Cards
- Guest Feedback
- Carry out daily operations and work in a collaborative manner with the St James Quarter Guest Services Team.
- Maintain the Brand Presentation guidelines to further enhance the Guest Experience and further develop the World Class Guest service culture throughout.
- Ensure all Guests visiting the Quarter receive a proactive and engaging welcome, including a warm and positive St James quarter “Haste Ye Back” to all Guests, providing a memorable first and last impression of St James Quarter by exceeding the Guests expectations.
- Provide solutions, recommendations and personalisation service to our Guests and their day to day enquiries / requirements.
- Provide an engaging, intuitive and empathetic service to all Guests by anticipating their needs, desires or concerns and act as a liaison between our Guests, Security, Maintenance, and all other departments.
- Enhance the Guests Experience by understanding our St James Quarter Vision and Values surrounding:

- Security, Health and Safety
- Compliance with all Savills Mandatory training
- Cleaning standards
- Staff Grooming and presentation
- Guest and Staff Interaction & Staff courtesy
- Ambience of St James Quarter Influencing key customer touch points e.g. car park, facilities, etc
- Obtain knowledge and become a “local insider” in order to assist with the varying enquiries from our Guests.
- Assist all Guests providing the Gift of Feedback and follow the Gift of Feedback process including “keeping in touch and a first-class service recovery, ensuring the voice of the Guest is shared with key stakeholders and the senior management team via our reporting platform.
- Input in Mystery Shop / Net Promoter score programme.
- Understand and comply with all on site Emergency Procedures and all statutory and mandatory health and safety relevant to this position, which is pivotal in assisting our Guests, the St James Quarter Team and Brand Partners.

**General Responsibilities**
- Assist all Guests with enquiries in a timely manner by displaying a human first approach, empathy and going above and beyond ensuring we continually meet our St James Quarter World Class Guest Standards.
- Set the example of being a Luxury Hospitality/Retail Services representative within St James Quarter in behaviour, presentation and in all means of communications.
- Deliver all Guest Services with a human first approach, showing flexibility and a can-do attitude.
- Identify opportunities to surprise and delight all guests whilst delivering a personalised service.
- Build strong partnerships/ relationships with all St James Quarter Brands, both current and prospective when needed or requested.
- Aid team members who may be experiencing difficulties, “One Team, One Dream” approach.
- Assist the Guest Services Team to deliver specific KPIs.
- Commit to assisting all at St James Quarter to deliver our sustainability vision.

**Skills, Knowledge and Experience**

**Background & Skills**
- Preferred experience in similar role ideally within either the Retail, Hotel or Tourism and Travel industries.
- Able to manage complexity and able to deliver with short deadlines.
- Outstanding stakeholder management, strong relationship building and influencing skills.
- Ability to work in a te