Welcome Host

FirstGroup plc; Greater London; Hybrid; GBP 11,000 - 12,000; 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 is seeking a Welcome Host to deliver exceptional guest experiences at the London Cable Car. The role includes greeting guests, selling tickets, upselling packages, and supporting safety and operations across terminals and café areas.

The position requires a proactive, customer-focused mindset, strong numeracy, and experience in visitor attractions. Working patterns include weekend shifts and early mornings, with a benefits package available.

Qualifications

• Strong team player with the ability to work collaboratively in a fast-paced environment.
• Positive, proactive attitude with a focus on delivering excellent guest service.
• Strong numerical and reporting skills.
• Understanding of how to drive sales and positive guest experience.
• Works in a systematic, methodical and orderly way.
• Communicates problems and challenges early, involving the right people.
• Health, safety and wellbeing conscious.
• Cash Handling – desirable.
• Seeks opportunities to learn and share knowledge.
• Experience in a similar role in a visitor attraction.

Responsibilities

• Delivering the highest standards of service for all the guests and ensuring that all guests are greeted and made to feel welcome.
• Responsible for selling tickets and maximising revenue through upselling, working both within the ticket office and outside managing the gateline by checking and validating tickets to ensure a smooth and efficient guest experience
• Supporting sitemanagement with Health & Safety issues, queue management, Emergency incident plans, First Aid and Fire Marshalling.
• Actively participate in all areas of the London Cable Car Terminals managed by the Front of House team; entrance to the Terminals, gate-line, platform, ticket office and other external locations.
• Successfully maximise sales targets, contributing to an increase in sales of the Value for Money tickets and packages: round trips, River joint tickets, VIP fast track, retail and any other packages to be introduced to the Cable Car.
• Proactive in ensuring any guest complaints are dealt with immediately with a can-do approach ensuring that they leave satisfied.
• Work constantly towards achieving a 5-star level of customer service (Customer Satisfaction Survey 98%+)
• Provide accurate information to guest queries, fare pricing, local transport links and places of interest in the surrounding area.
• Ensure a constant high level of personal presentation and that the uniform standards are always adhered to.
• Excellent cash handling record, confident and in line with the financial procedures and till reconciliation, consistency in adhering to the London Cable Car Cash Handling Policy
• Attend all training sessions to improve/refresh knowledge and gain a strong understanding of policies and procedures.
• Aid the Guest Experience Manager in organising paperwork & photocopying, maintaining stationary/ ticket supplies in the ticket office, safe counts and financial checks and other requirements within reason.
• Assist the Group Bookings Department by checking daily the groups due to arrive, completing a group boarding pass and preparing marketing material
• Excellent time management skills
• Provide assistance within the Cable Car Experience café, Teddy Mountain, retail and meet and greet.
• Responsible for the safe handling and service of alcohol, delivering the champagne experience in a professional and engaging manner while ensuring compliance with licensing regulations
• Carry out any other reasonable duties requested by management to support the smooth running of the operation

Skills

Strong team player

Positive proactive attitude

Strong numerical skills

Sales-driven mindset

Systematic and orderly

Problem solving

Health & safety conscious

Cash handling

Learns and shares knowledge

Experience in visitor attraction

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.

Job Description

Welcome Host 14 Hours - 11,140.88

About the job

• Delivering the highest standards of service for all the guests and ensuring that all guests are greeted and made to feel welcome.
• Responsible for selling tickets and maximising revenue through upselling, working both within the ticket office and outside managing the gateline by checking and validating tickets to ensure a smooth and efficient guest experience
• Supporting sitemanagement with Health & Safety issues, queue management, Emergency incident plans, First Aid and Fire Marshalling.

Your main responsibilities will be:

• Actively participate in all areas of the London Cable Car Terminals managed by the Front of House team; entrance to the Terminals, gate-line, platform, ticket office and other external locations.
• Successfully maximise sales targets, contributing to an increase in sales of the Value for Money tickets and packages: round trips, River joint tickets, VIP fast track, retail and any other packages to be introduced to the Cable Car.
• Proactive in ensuring any guest complaints are dealt with immediately with a can-do approach ensuring that they leave satisfied.
• Work constantly towards achieving a 5-star level of customer service (Customer Satisfaction Survey 98%+)
• Provide accurate information to guest queries, fare pricing, local transport links and places of interest in the surrounding area.
• Ensure a constant high level of personal presentation and that the uniform standards are always adhered to.
• Excellent cash handling record, confident and in line with the financial procedures and till reconciliation, consistency in adhering to the London Cable Car Cash Handling Policy
• Attend all training sessions to improve/refresh knowledge and gain a strong understanding of policies and procedures.
• Aid the Guest Experience Manager in organising paperwork & photocopying, maintaining stationary/ ticket supplies in the ticket office, safe counts and financial checks and other requirements within reason.
• Assist the Group Bookings Department by checking daily the groups due to arrive, completing a group boarding pass and preparing marketing material
• Excellent time management skills
• Provide assistance within the Cable Car Experience café, Teddy Mountain, retail and meet and greet.
• Responsible for the safe handling and service of alcohol, delivering the champagne experience in a professional and engaging manner while ensuring compliance with licensing regulations
• 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:

• Strong team player with the ability to work collaboratively in a fast-paced environment
• Positive, proactive attitude with a focus on delivering excellent guest service
• Strong numerical and reporting skills
• Understanding of how to drive sales and positive guest experience
• Works in a systematic, methodical and orderly way.
• Communicates problems and challenges early, involving the right people.
• Is health, safety and wellbeing conscious.
• Cash Handling – desirable
• Manages and maintains quality and productivity of their work
• Seeks opportunities to learn and share knowledge
• Experience in a similar role in a visitor attraction

About the location

London Cable Car, North Greenwich.

Working pattern

This role is working 2 days out of 7 (Saturday and Sunday).
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