JOB TITLE: Guest Services Host
REPORTING TO: Guest Services Supervisor
LOCATION: London Designer Outlet – Wembley
CONTRACT: Permanent
HOURS: 40 hours per week
SHIFT PATTERN: 5 working days and 2 rest days as per roster rotation
PAY RATE: £13.21 per hour
ROLE OVERVIEW AND PURPOSE
We are looking for a professional, trustworthy Guest Services Host who would enjoy working in an exciting, fast-paced environment, ensuring that all guests and visitors receive a warm welcome and a lasting first impression of the center. Your responsibilities will include:
1. Responding to both written and verbal enquiries from customers.
2. Directing customers to required stores within the centre.
3. Transferring telephone calls to Management staff if required.
4. Selling centre gift cards and reconciling cash at the end of the day.
5. Conducting Health and Safety checks.
6. Managing Mobility Scooters and wheelchairs hire operation.
7. Operating Drop It services.
8. Reporting and logging maintenance jobs.
9. Maintaining stock levels of centre leaflets and signage.
10. Greeting incoming and departing guests warmly with a genuine smile and eye contact; escorting the guest where possible to the location/destination.
11. Upselling LDO gift card to our guests visiting the centre.
12. Providing knowledgeable information about the local area, attractions, directions, and facilities to guests.
13. Answering incoming calls and providing appropriate information.
14. Being responsible for cash float.
15. Building relationships and loyalty with guests, colleagues, and brand partners.
16. Ensuring the safety and well-being of our guests and co-workers by maintaining knowledge of crisis and emergency procedures.
17. Maintaining personal hygiene standards.
18. Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
19. Maintaining professional grooming standards.
20. Ensuring KPI’s are delivered and met.
21. Adhering to data protection protocols (GDPR).
REQUIRED SKILLS AND EXPERIENCE
1. Ability to work in a fast-paced team while remaining calm under pressure.
2. Outstanding communication skills, both internal and external.
3. Ability to effectively prioritize workload and build relationships.
4. Excellent attention to detail.
5. Customer-focused approach.
6. Proactive/can-do attitude to work.
7. Ability to work on own initiative and take full responsibility for the role.
8. Ability to follow processes/instructions.
9. High attention to detail.
10. Ability to work under pressure.
11. Able to work both independently and as part of a team.
12. Ability to quickly adapt to a very busy operational environment.
13. Reliable and flexible approach to work.
14. Excellent written and verbal communication skills in English.
BENEFITS
We’re proud to offer a great range of benefits including:
* 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
* Mental Health support and Life Event Counseling.
* Get Fit Programme.
* Financial and legal support.
* Cycle to work scheme.
* Access to Perks at Work, our innovative employee app where you can find:
* Perks: discounts, gift cards, cashback, and exclusive offers.
* Life: Search for resources and tools on topics ranging from family and life to health, money, and work.
* Support: Online chat or telephone service for urgent support in a crisis.
For more information about ABM’s benefits, visit our careers page.
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues, and more. In the UK we’re proud to service iconic sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
ABM is committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
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