Guest Services Host

ABM; Manchester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM, The Corn Exchange, Manchester, is seeking a Guest services host to provide a warm welcome and a lasting first impression for guests and visitors in a fast-paced centre environment.

The role requires delivering excellent customer service, handling queries, calls and cash duties while maintaining safety standards and GDPR compliance. Flexible shifts, strong English communication, and a professional appearance are essential.

Qualifications

• Proven experience in a customer-facing role.
• Excellent customer service skills and a passion for exceeding guest expectations.
• Comfortable working in a fast-paced environment and staying calm under pressure.
• Able to work shifts at any time, including weekends, event days and bank holidays.
• Good telephone manner.
• Experience handling guest complaints.
• Strong English communication skills, both written and verbal.
• Excellent interpersonal and presentation abilities to connect with partners.

Responsibilities

• Greet guests warmly and escort them to their location.
• Provide information on local area, attractions, and facilities.
• Answer calls and give appropriate information.
• Manage cash float.
• Build relationships with guests, colleagues and partners.
• Know crisis and emergency procedures to ensure safety.
• Maintain personal hygiene and grooming standards.
• Ensure inter-departmental communication for guest satisfaction.
• Deliver KPI targets.
• Adhere to GDPR data protection.

Skills

Customer facing

Customer service

Fast-paced environment

Shift flexibility

Telephone etiquette

Complaint handling

English language

Interpersonal skills

Job description

LOCATION: The Corn Exchange

SHIFT PATTERN: 4 on 4 0ff, 12hr shifts, 42 hours per week

PAY RATE: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [e-mail]. We're here to help!

Role Overview and Purpose

We are searching for a professional, trustworthy Guest services host who would enjoy working in an exciting, fast-paced environment. The Guest services host will ensure that all guests and visitors receive a warm welcome and a lasting first impression of the center.

Key Responsibilities

• Greet incoming and departing Guests warmly with a genuine smile and eye contact; escort the guest where possible to the location/destination.
• Being knowledgeable about the local area, attractions, directions, and facilities and to supply this information to guests on a regular basis.
• Answer incoming calls and provide appropriate information.
• Responsible for cash float
• Build relationships and loyalty with guests, colleagues, and brand partners always, with an ability to anticipate their needs.
• Ensuring the safety and well-being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures
• Maintain personal hygiene standards all times
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Maintain professional grooming standards.
• Ensure KPI’s are delivered and met.
• Adhering to data protection protocols GDPR

Required Skills and Experience

• Previous experience in a customer-facing role
• Excellent customer service skills and is passionate about exceeding guest expectations
• Able to work in a fast-paced working environment and remain calm under pressure
• Must be able to work shifts at any time of the day, including weekends, event days and bank holidays
• Have good telephone manner
• Be able to demonstrate experience in complaint handling
• Possess a good command of English and has excellent communication skills (written and verbal)
• Comfortable with change and ability to embrace new ways of working
• Have excellent interpersonal, communication and presentation skills and be able to connect with all partners and live up to our mission statement: “We are focused on delivering an exceptional guest experience which captures the heart from the moment you arrive”

Benefits

• 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 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

ABM are 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.