Guest Experience Host (Seasonal)

First Group; London; On-site; GBP 20,000 - 25,000; Full time

Job summary

First Group is seeking a Guest Experience Host for the IFS Cloud Cable Car in London. This role is vital for ensuring outstanding guest experiences, leading workshops, and maintaining operational standards. Candidates should have customer service experience and be confident communicators, ready to engage with diverse visitors.

Qualifications

• Previous experience within a customer-facing role.
• Proficiency in IT systems, including Microsoft Word and Excel.
• Barista and food handling experience – desirable.

Responsibilities

• Delivering exceptional guest service and creating memorable experiences.
• Leading workshops for guests such as school tours and virtual reality sessions.
• Preparing hot drinks for guests and basic food handling.

Skills

Customer Service

Communication

Problem Solving

Tools

Microsoft Word

Microsoft Excel

Job description

Who are we?

First Rail is one of the UK's most experienced rail operators, carrying more than 345 million passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional, and sleeper services.

The IFS Cloud Cable Car is one of London's top visitor attractions, welcoming over 1.4 million guests per year. Linking North Greenwich Peninsula and the Royal Docks, it is the only urban cable car in the UK and offers stunning panoramic views of London's skyline from a height of 90m over the Thames.

About the job

The role of a Guest Experience Host is essential to our daily operations and guest interactions. You will assist in maintaining outstanding guest experiences for all visitors.

The Cable Car Experience is a new attraction as part of the IFS Cloud Cable Car. We will be providing guests with a unique extension to their experience, including Virtual Reality, Teddy Bear Workshops, School Tours, and a Retail and Café offering. We are looking for enthusiastic and dynamic team members to be a key part of the operation.

Your main responsibilities will be:

1. Delivering exceptional guest service and creating memorable experiences at each stage of the guest journey, ensuring all visitors are greeted and made to feel welcome.
2. Leading workshops for guests such as school tours, arts and crafts workshops, and virtual reality sessions.
3. Enhancing the guests' experience with a friendly, professional attitude capable of interacting with guests of all ages.
4. Upselling experiences and retail/food and beverage products.
5. Preparing hot drinks for guests.
6. Basic food handling.
7. Proactively engaging with and assisting with operational needs as they arise.
8. Reviewing and revising operational manuals to ensure knowledge remains up to date.
9. Adhering to Health & Safety guidelines as outlined by policies and procedures, including queue management, First Aid, Fire Marshalling, and emergency incident plans.
10. Working cohesively as part of a team with internal and external stakeholders at all levels of the business.
11. Completing all compliance-based tasks and e-learnings on time.

You'll need to be:

1. Confident in leading sessions for various groups.
2. A confident communicator, able to resolve problems or escalate to management where necessary.

As a minimum, you will need to have:

• Previous experience within a customer-facing role.
• The ability to support customers to ensure they have a positive guest experience.
• Proficiency in IT systems, including Microsoft Word and Excel.
• Barista and food handling experience – desirable.
• Cash handling experience – desirable.

About the location

London Cable Car, North Greenwich.

Working pattern

This role involves working 5 days out of 7, on a shift pattern. Shift hours vary from 0800 to 0000.

We all belong at First London Cableway. FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring equal opportunity for all candidates.

We value differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero-tolerance policy towards prejudice and celebrate diversity of thought and progressive working practices.

We review all roles and job descriptions to ensure accessibility and support flexible working options where possible. For additional support during the application process due to a disability or neurodivergent condition, please follow the links below:

• https://exceptionalindividuals.com/neurodiversity/
• https://www.healthassured.org/blog/neurodiversity/