Guest Experience assistant

Lancashire Cricket Club; Manchester; On-site; GBP 20,000 - 30,000; Full time

Job summary

An exciting opportunity awaits at a prestigious venue where you can join a dynamic Guest Experience team. As a Guest Experience Assistant, you will play a crucial role in enhancing the matchday experience and providing exceptional service to guests. This position offers varied hours throughout the year, with a focus on summer months during the cricket season. You will engage with guests, coordinate with multiple departments, and ensure a seamless experience for all attendees. If you are enthusiastic and dedicated to delivering outstanding service, this role is perfect for you!

Benefits

Holiday allowance increasing with service

2 x standard Lancashire Cricket season memberships

Social events throughout the year

Basic contributory pension scheme

Optional health cash plan scheme

Discounts at various venues and stores

Free parking

Qualifications

• Experience in guest service roles is essential.
• Strong IT skills and commitment to customer service are required.

Responsibilities

• Support Matchday experience and coordinate suppliers.
• Assist ticket and membership holders with queries.
• Handle guest complaints efficiently and positively.

Skills

Customer Service

Communication Skills

IT Skills (Excel, Word, Outlook)

Teamwork

Job description

Guest Experience Assistant
Annualised Hours
Competitive Salary + Benefits

The Opportunity

We are excited to be looking for a Guest Experience Assistant to join the Guest Experience team at Emirates Old Trafford.

About Us

Emirates Old Trafford, home of Lancashire Cricket, is an award-winning world-class stadium and venue. It is recognised as one of the UK’s most prestigious venues for sport, business, leisure, and entertainment with a capacity of up to 50,000 people for concerts; 26,000 for international cricket matches; meetings and events spaces for up to 2,000 delegates; a four-star hotel with 250-bedroom Hilton Garden Inn hotel, which has 135 pitch-facing rooms, and an on-site Caffè Nero.

The venue has played host to some of the world’s biggest sporting and music names. It’s a unique place to build a career where no two days are ever the same!

We are looking for an enthusiastic and conscientious individual to join our Guest Experience team to support with all things Service and Matchday Experience.

This is an annualised hours position with a larger percentage of hours worked in the Summer months during the Cricket Season and less in the winter months. Working hours would include some evenings and weekends to meet business demands.

Key Responsibilities

1. Matchday Experience

• Support the Head of Guest Experience with the preparations and delivery of the Matchday experience.
• Assist with the booking and coordination of Matchday suppliers, entertainers, and volunteers. This will include preparing schedules and briefing documents in advance.
• Attend meetings as required relating to the Matchday Experience.
• Actively talk to guests, identifying individual needs and responding appropriately.
• Regularly spot check guest areas and facilities addressing/reporting anything that detracts from the Guest Experience.
• Liaise with the Marketing Team to ensure consistency between the Fan Village experience and in-bowl experience.
• Work with several departments including Food/Beverage, Facilities, Stewarding, and Operations to manage issues and keep our guests at the heart of what we do.

Club Relations/Guest Service (Non-Matchday)

• Work closely with the Clubs Ticket and Memberships departments and offer assistance to ticket and membership holders (training on the Clubs ticketing system will be provided). The role holder will be required to own Members enquiries from start to finish and offer solutions at the same level as the ticket office.
• Offering a ‘here to help’ service both internally and externally. This includes (but is not limited to) Email, telephone, social media, and in person.
• Ensure a positive outcome for any guest queries and complaints in an efficient and timely manner.
• Ensure that opening and closing procedures are followed and actioned daily.
• Assist other club departments as necessary (this could include the cloakroom and Club presentation).
• Proactively handle car park access and egress enquiries.
• Process the Clubs incoming and outgoing post/parcels.
• Work closely with the Clubs Conference and Events departments and offer assistance with the booking of meeting rooms and executive boxes (Training on the clubs booking system will be provided).
• Log and handle the Clubs lost property.
• Input data and compile responses to guest enquiries and complaints using the Clubs CX system.
• Act as Fire Marshall in the event of an emergency.
• Act as a duty First Aider on a roster basis.

Essential Requirements

• Experience of working in a guest service role.
• Strong level of IT skill (including Excel, Word, and Outlook) and experience of using systems is preferable.
• Commitment to delivering a high level of customer service.
• Positive attitude and good communication skills.
• Ability to work on own and as part of a team.

Benefits

• Holiday allowance increasing with service.
• 2 x standard Lancashire Cricket season memberships.
• Social events throughout the year.
• Basic contributory pension scheme with option to join enhanced pension scheme, including life assurance, after 3 months service.
• Optional health cash plan scheme.
• Discounts at the Lancashire Cricket Official Store, Trafford Cricket Centre, Hilton Garden Inn Emirates Old Trafford, Caffè Nero, and with the Club’s partners.
• Free parking.

Please take a look at the full job description and, if you have the experience and skills required, please submit your CV along with any other required or relevant documentation.

We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation, and we are committed to providing new opportunities and striving for greater diversity.

It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the wider communities across the North West and as we strive to meet Sport England Guidance in this regard, we would welcome applications from individuals with the appropriate skills and experience that can also enhance our current diversity mix at the Club.

We welcome applications from all ages and backgrounds and are looking for candidates who can contribute diversity of representation and thinking to Lancashire Cricket. Please also be aware, all of our roles are subject to reference checks from previous employers.

Lancashire Cricket Club and the Hilton Garden Inn are committed to safeguarding children and adults at risk. Due to this post being in regulated activity, the potential employee will be required to undertake a Disclosure and Barring Service check at the appropriate level. It is a criminal offence for a barred person to attempt to engage with vulnerable groups. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information provided.