Welcome Host

First Group; London; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join a leading company in the UK's rail industry as a Guest Experience team member at the London Cable Car. You'll deliver exceptional service, enhance guest experiences, and manage various operational tasks. This role requires strong interpersonal skills, a commitment to safety, and a passion for providing memorable experiences to visitors of all ages.

Qualifications

• Experience in a visitor attraction or similar role.
• Strong numerical and reporting skills.
• Cash handling experience is desirable.

Responsibilities

• Deliver high standards of service to all guests.
• Maximize sales targets by promoting tickets and packages.
• Address guest complaints promptly.

Skills

Numerical Skills

Sales Techniques

Customer Experience

Organizational Skills

Communication

Education

First Aid Certification

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 rail services, including 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 annually. Connecting North Greenwich Peninsula and the Royal Docks, it is the UK's only urban cable car and offers stunning panoramic views of London's skyline from 90 meters above the Thames.

About the job

• Delivering high standards of service to all guests, ensuring they are greeted warmly and feel welcomed.
• Enhancing the Cable Car experience with a friendly, professional attitude capable of engaging with visitors of all ages.
• Supporting site management with health & safety issues, queue management, emergency plans, first aid, and fire marshalling.

Your main responsibilities will be:

• Participate actively in all areas of the Cable Car terminals managed by the Front of House team, including entrance, gate-line, platform, ticket office, and external locations.
• Maximize sales targets by promoting value-for-money tickets and packages, such as round trips, river joint tickets, VIP fast track, retail, and new offerings.
• Address guest complaints promptly with a proactive approach to ensure satisfaction.
• Aim to achieve a 5-star customer service level, targeting a customer satisfaction score of 98% or higher.
• Provide accurate information regarding queries, fare pricing, local transport, and nearby attractions.
• Maintain a high standard of personal presentation and adhere to uniform standards.
• Handle cash confidently and accurately, following financial procedures and till reconciliation policies.
• Attend all relevant training sessions to stay informed about policies and procedures.
• Assist the Guest Experience Manager with administrative tasks, including paperwork, stationary supplies, safe counts, and financial checks.
• Support the Group Bookings Department by verifying daily group arrivals, preparing boarding passes, and assisting with marketing materials.
• Manage time effectively to meet operational needs.
• Assist in the Cable Car Experience café, Virtual Reality, and Teddy Mountain activities as needed.

Minimum requirements include:

• Strong numerical and reporting skills.
• Understanding of sales techniques and delivering a positive guest experience.
• Systematic, methodical, and organized work approach.
• Early communication of problems and challenges.
• Awareness of health, safety, and wellbeing practices.
• Cash handling experience is desirable.
• Ability to manage quality and productivity.
• Respect for all individuals as 'guests', including colleagues.
• Willingness to learn and share knowledge.
• Experience in a visitor attraction or similar role.
• First Aid certification.

About the location

London Cable Car, North Greenwich.

Working pattern

This role involves working 5 days out of 7, with shifts from 6:30 am to midnight.

We all belong at First London Cableway. FirstGroup promotes an inclusive environment, valuing diversity in age, gender, LGBTQIA+, ethnicity, religion, and disability. We are committed to equal opportunities and support flexible working arrangements. If you need additional support during the application process due to a disability or neurodivergent condition, please refer to the links provided for further assistance.