REQUIRED SKILLS AND EXPERIENCE

The ideal Guest Services Host will:

• Previous experience in a customer-facing role
• Excellent customer service skills and is passionate about exceeding guest expectations
• Able to work in a fast-paced working environment and remain calm under pressure
• Must be able to work shifts at any time of the day, including weekends, event days and bank holidays
• Have good telephone manner
• Be able to demonstrate experience in complaint handling
• Possess a good command of English and has excellent communication skills (written and verbal)
• Comfortable with change and ability to embrace new ways of working
• Have excellent interpersonal, communication and presentation skills and be able to connect with all partners and live up to our mission statement: “We are focused on delivering an exceptional guest experience which captures the heart from the moment you arrive”

ROLE OVERVIEW AND PURPOSE

We are searching for a professional, trustworthy Guest services host who would enjoy working in an exciting, fast-paced environment. The Guest services host will ensure that all guests and visitors receive a warm welcome and a lasting first impression of the center.

KEY RESPONSIBILITIES

• Greet incoming and departing Guests warmly with a genuine smile and eye contact; escort the guest where possible to the location/destination.
• Being knowledgeable about the local area, attractions, directions, and facilities and to supply this information to guests on a regular basis.
• Answer incoming calls and provide appropriate information.
• Responsible for cash float
• Build relationships and loyalty with guests, colleagues, and brand partners always, with an ability to anticipate their needs.
• Ensuring the safety and well-being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures
• Maintain personal hygiene standards all times
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Maintain professional grooming standards.
• Ensure KPI’s are delivered and met.
• Adhering to data protection protocols GDPR