Guest Experience Supervisor

FirstGroup plc; Greater London; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Generous holidays

Travel offers

Discounts & offers

Health & wellbeing

Employee Assistance Programme

Pension plans

Employee share plans

Job summary

First London Cableway operates the London Cable Car in partnership with Transport for London, delivering an exceptional guest experience with safety and service at the core. This role supports safe operation, guest care and staff training across shifts.

The position offers 35 hours per week with a salary of £29,810.55, and involves coordinating Welcome Hosts and contractors to ensure smooth operation and positive visitor experiences.

Qualifications

• Proven ability to deliver high levels of guest service.
• Excellent communication and interpersonal skills.
• Able to work safely and manage risks on site.
• Experience in a visitor attraction environment is desirable.

Responsibilities

• Ensure safe operation of the London Cable Car and 100% service availability.
• Identify and address health and safety risks on site.
• Deliver consistent guest service in line with the Charter.
• Fill in as Welcome Host when required and lead by example.
• Support on-the-job training for staff.
• Manage queues and maintain a safe guest experience.
• Liaise with guests and staff to maintain high standards.

Skills

Strong communication

Customer service

Team leadership

Safety awareness

IT skills

Tools

Microsoft Word

Microsoft Excel

Job description

About Us

First London Cableway, a FirstGroup subsidiary, operates the London Cable Car for Transport for London which connects the Royal Docks with the Greenwich Peninsula. The cable car opened in 2012, as the first and only urban cable car in the UK, providing a unique way of travelling across the River Thames and the opportunity to experience incredible views. Our team of colleagues not only help up to 2,500 customers per hour to travel but also offer an exciting experience to include children's activities, historical displays, a VR experience, and teddy-bear making workshops. In addition, there is a café and gift shop based on the south side of the Thames for our customers to enjoy. With special events ran throughout the year, and the option to private hire the mezzanine level of the Cable Car Experience, the London Cable Car provides an exciting experience for all. The London Cable Car provides accessible step-free access, to ensure the exciting experience can be enjoyed by all wishing to travel.

Guest Experience Supervisor

35 hours - £29,810.55

About the job

Ensure the safe operation of the London Cable Car and deliver 100% service availability. Make informed, timely and effective decisions on all aspects of the operation. Ensure the consistent delivery of required guest service standards in accordance with the agreed Passenger Service Charter across the entire London Cable Car.

Your main responsibilities will be:

• Manage the safety of all members of the public, staff, and contractors.
• Proactively identify risks to health and safety across the site on a daily basis by identifying hazards and taking appropriate corrective action.
• Take ownership of guest service, challenging poor behaviours and celebrating legendary guest care.
• Fill in as Welcome Host as and when required and lead by example.
• Support on the job training with staff.
• Manage queues and ensure a safe and enjoyable experience for our guests.
• Liaise with guests and staff to maintain high standards and respond to guest feedback effectively.
• Control the operational activities of the various suppliers across the site when the Facilities Manager is not available, ensuring that all contractors are issued and are following the permit to work system.
• Duty management of a team of up to (missing a number here) Welcome Hosts, and Subcontractors supporting their development and progression.
• Ensure operational best practice is in place by completing Welcome Host Observation Forms and giving feedback on a regular basis.
• Carry out any other reasonable duties requested by management to support the smooth running of the operation

As a minimum, you will need to have:

• The ability to recognise when issues need to be referred or escalated appropriately.
• The ability to work in a systematic, organised and methodical way.
• Strong communication skills, with the confidence to raise concerns and challenges at an early stage.
• A strong commitment to health, safety and wellbeing.
• The ability to work collaboratively with colleagues to support sustainability and responsible business initiatives
• A willingness to learn, develop new skills and share knowledge with others.
• The ability to provide excellent customer service and contribute to a positive guest experience.
• Competent IT skills, including the use of Microsoft Word and Excel
• Experience of working within a visitor attraction environment.

Desirable:

• Experience of cash handling.
• Previous supervisory experience.
• A valid First Aid qualification.

About the location

London Cable Car, North Greenwich.

Working pattern

This role is working 5 days out of 7 on a shift pattern. Shift patterns vary from 0630 – 0000.

We all belong at First London Cableway.

FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

Your benefits

• Competitive Pay & Generous Holidays
• Travel Offers
• Discounts & Offers
• Health & Wellbeing
• Employee Assistance Programme
• Pension Plans
• Employee Share Plans