Guest Experience Ambassador

London Luton Airport; Luton; On-site; GBP 22,000 - 28,000; Full time

Job summary

A major UK airport is looking for a dynamic Guest Experience Ambassador to ensure exceptional service and safety for travelers. This role involves acting as a primary contact for guest concerns, monitoring airport operations, and ensuring a secure environment. Ideal candidates will possess excellent communication skills and a background in customer service. Flexibility in working hours, including weekends and holidays, is essential for this position. Join us in delivering an outstanding guest experience as part of our dedicated team.

Qualifications

• Excellent communication and interpersonal skills.
• Customer service experience in a fast-paced environment.
• Ability to remain calm under pressure and handle challenging situations.
• Flexibility to work in shifts, including weekends and holidays.

Responsibilities

• Act as the primary point of contact for resolving guest concerns.
• Monitor queues and implement crowd control measures.
• Provide first aid assistance and participate in emergency procedures.

Skills

Excellent communication and interpersonal skills

Customer service experience

Ability to remain calm under pressure

Flexibility to work in shifts

Job description

TITLE: Guest Experience Ambassador

DEPARTMENT: Guest Experience

REPORTS TO: Guest Experience Duty Manager WORK PATTERNS: 42 hours per week, rotating shift.

ROLE SUMMARY:

We are seeking a dynamic and customer-focused individual to join our team as a Guest Experience Ambassador at London Luton Airport. Become an integral part of our team by embodying our corporate values of professional, friendly, ambitious, inclusive, and trusted. This role is crucial in delivering our purpose – to delight our guests by making travel safe, accessible, simple and enjoyable. Join us in our ambitious pursuit to deliver great guest hospitality, consistently using the principles of the LLA Way every day.

We achieve our purpose as a department by focusing on service, standards, safety and security.

RESPONSIBILITIES:

Service:

• Act as the primary point of contact for resolving immediate and critical guest concerns or incidents, escalating to the Guest Experience Duty Manager as required.
• Stay updated on airport policies, procedures, and airline information to provide accurate guidance to guests.
• Proactively provide accurate and helpful information regarding airport facilities, services, and flight details.
• Address guest enquiries, concerns, and requests in a timely and professional manner.
• Greet guests with a friendly and approachable demeanour, assisting in navigating through the airport, including directing them to check-in desks, security checkpoints, and departure gates paying particular attention to those requiring special assistance.
• Conduct guest satisfaction surveys to collect valuable insights, when requested.
• Maintain an active service radar by monitoring, anticipating, and addressing guest requirements at all points in the guest journey.
• Record area-specific common issues and frequently asked questions and make suggestions for improvements.
• Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task whether guest facing or behind the scenes contributes to supporting the company’s overall LLA Way Strategy and service standards.
• Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.

Standards:

• Monitor queues at check-in counters, security checkpoints, and boarding gates to minimise wait times, collect data and proactively identify opportunities to improve the flow of guests.
• Implement and enforce crowd control measures during peak times, ensuring a smooth and orderly flow of guests through all touchpoints.

• Coordinate with other Guest Experience Ambassadors, Guest Experience Hosts, and Guest Experience Duty Managers to maintain a consistent level of service throughout the airport.
• Collaborate with airport staff and other stakeholders to maintain standards, resolve issues and enhance overall guest satisfaction.
• Contribute to maintaining a clean, safe environment for our workforce, guests and all other stakeholders by:

1. Engage in regular quality walkarounds monitoring standards, engaging with staff and other stakeholders to optimise operational excellence.
2. Conducting regular inspections of all airport assets e.g. guest-facing equipment – lifts, escalators, desks, gates, signage, barriers, seating areas, communal areas and information kiosks etc. ensuring they are in optimal condition, fit for business and meet quality standards.
3. Monitoring the functionality of technological assets, such as flight information displays and self-service kiosks, and report any malfunctions for prompt resolution.
4. Reporting and addressing any maintenance or cleanliness issues identified during inspections.
5. Take ownership of issues within individual or departmental control through to resolution.
6. Reporting Near-Miss, Hazard Observations and cooperate in any relevant investigations.

Safety and Security:

• Work closely with security personnel to uphold safety protocols and contribute to a secure airport environment.
• Participate in ongoing training programs as required to stay updated on safety procedures, emergency protocols, and asset management best practice and communicate relevant information to guests as needed.
• Provide first aid assistance to guests and staff and report detailed account of all first aid interactions (training will be provided).
• Actively participate in emergency procedures, including exercises and real-time events, to ensure a quick and effective response in the event of unforeseen incidents.
• Act as a point of contact for guests during emergencies, prioritising the well-being, offering reassurance, clear instructions, and assistance as required.
• Responsibility for the health, safety and wellbeing of yourself and colleagues in the workplace; supporting our journey to create an open and honest wellbeing culture at LLA.

Requirements:

• Excellent communication and interpersonal skills.
• Language speakers are desirable but not essential
• Customer service experience in a fast-paced environment.
• Ability to remain calm under pressure and handle challenging situations with professionalism.
• Shadowing experience and/or knowledge of airport layout, services, and amenities is desirable.
• Proficient in using relevant technology and software for operational management and managing guest interactions.
• Flexibility to work in shifts, including weekends and holidays.