Guest Mobility Ambassador

**Job Title**: Guest Mobility - Ambassador

**Reports to**: Guest Mobility Manager

**Location**: St James Quarter, Edinburgh

**Introduction**

On implementation, St James Quarter (SJQ) will be a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world class “W” hotel, 152 private apartments and a 4-star aparthotel.

Phase 1 of the development is due to complete in Spring 2021 and is already digitally active across social media and the SJQ website. In the run up to phase 1 opening and beyond as a sustainable development there is a requirement for a more active digital role.

**Purpose of the role**

The Guest Mobility ambassadors will look after our guests on a 1-2-1 basis and be the friendly face of our hire stores. Always working towards delivering a world class standard of customer service to our disabled guests and guests with poor mobility that would require the use of one of our products in and around SJQ. The equipment stores will be ready for the launch of St James Quarter (SJQ) in early spring.

Assisting with the daily tasks of SJQ hire stores to ensure a seamless and stress-free end to end experience for our guests. Always available and on-hand to provide advice and support to our guests throughout their visit to SJQ. All customer service team will be responsible for, making sure the equipment is clean, presentable and in ready condition to be hired out. The role will be working directly with our guests to assess them for different types of equipment and recommending the best option based on your assessment quickly and effectively. Training will be provided to each guest ensuring they are safe and confident to use the equipment providing them with a worry-free, enjoyable experience in and around SJQ.

He/she must ensure that the Guests Experience is at the core of everything they do.

The job holder will join a small team of guest service representatives who work on a shift basis, providing the equipment and training to our guests for use in and around the centre and ensuring that the guest experience always remains the key element in everything they carry out.

(Full product training will be provided to the applicant, previous experience working with mobility equipment would be an advantage but not essential)

**Main Duties**

Key Responsibilities:

- Answer and assist with booking enquiries / questions
- Use the daily booking calendar ensuring the products are ready for the collection time
- Assist the guests and carry out an assessment to pick the correct product for their needs
- Ensure the guest is fully trained and safe to be using the product
- Answer any questions and advise the guests on best procedures
- Ensure the equipment is maintained, clean and presentable always
- Ensure any complaints or defects are reported to management as soon as possible
- Ensure all guests receive a welcoming environment and positive lasting impression of the hire stores and SJQ in general
- Ensure personal excellence always
- Help the team to deliver a warm, hospitable, and guest-centric environment.
- Assist in managing guest feedback and ensure that all comments and complaints are recorded and dealt with in a timely manner, guaranteeing that where possible, the service delivery failures do not re-occur.
- Work closely with other SJQ teams to ensure they understand how to contact the stores and that any guests needing our equipment are quickly guided to the stores or equipment is brought to them within the centre
- Report to the Stores manager/supervisor on any of our product users’ issues, ensuring that SJQ is always guest-ready and taking any corrective actions where required in relation to our product users.

**Communication**
- Attend business progress meetings and team meetings as required.
- Forge and maintain positive relations with other teams so they understand how to contact the hire stores should they find a guest needing our services or come into any difficulty with a product
- Communicate daily with the Store Manager/Supervisor on duty - reporting any faults/repairs/servicing/training requirements or general guest enquiries about other products

**Brand Enhancement**
- Ensure that the Centre Brand Guidelines are always adhered to and assist in developing the team to deliver first class customer service.
- Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
- Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.
- Showcase the Edinburgh Mobility Solutions brand so users know we offer further services using our off-site teams - Full range of products from walking sticks to stairlifts for Sales, Hire, Servicing and repairs.

Motability accredited and insurance representatives for all mobility products

**General Responsibilities**
- Daily set-up of the hire