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Guest Services Host - Wembley

Employer
London Designer Outlet
Location
Wembley, London
Salary
Competitive
Closing date
7 Sep 2019

Job Details

Guest Services Host - London Designer Outlet, Wembley Park

8 hours week (Saturday or Sunday)

Division: London Designer Outlet – Guest Services

Reporting To: Guest Services Manager

Job Role

To ensure that operational processes and LDO’s Guest Service ‘Best Practice’ are being delivered for Guests, colleagues, management, and Retail operators. Working to the highest standard to ensure that all guest inquiries are dealt with promptly and effectively.

The Guest Services Host should be a ‘Recognised Expert’ for relevant Guest services processes and have excellent personal skills for face to face conversation. This is an active role and all guest services host should posses confidence and ability to roam the centre, approaching and helping guests wherever possible.

Key Duties & Responsibilities

  • Support the smooth running of the daily/weekly/monthly operations in the unit
  • Display the highest level of verbal and written communication to our Guests.
  • Manning the mobile pods located through the centre on key event days, advising and helping guests
  • Driving additional services on offer at the unit, including Doddle and mobility assistance
  • Drive Gift card sales through the Centre, undertaking gift card training as required
  • Daily and weekly reporting of identified service and sales measurements
  • Maintain a sound understanding and adherence to the ‘Code of Conduct’ and LDO guiding principles to ensure standards of presentation are upheld
  • Support and assist on site marketing activities and plan for impact on services on major event days – Wembley Stadium/ SSE Arena
  • Manage own learning and role development with the support of GS Supervisor
  • Handle Guest complaints and aim to resolve them in a timely manner; escalate to management where required
  • Compliance with Health and Safety regulations as well as fire regulations, and safe work practices
  • Maintain a sound level of housekeeping within the unit

General

  • Maintain and observe a high degree of professionalism, at all times
  • Wear the appropriate Guest Services uniform as instructed by your supervisor
  • Display prompt and effective organisation, planning and decision making
  • Undertake any other reasonable duties / projects which may be required from time to time.
  • The ability to multi task and prioritise whilst working in a pressurised environment

Company

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