Welcome Host

FirstGroup Internal; London; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in the UK rail industry is seeking a Visitor Experience Associate for their London Cable Car. The role involves delivering exceptional service, managing guest interactions, and supporting site management. Ideal candidates will have strong numerical skills, a background in visitor attractions, and a First Aid certification. Join a diverse team committed to providing an outstanding experience for all guests.

Qualifications

• Experience in a visitor attraction role preferred.
• Proactive communication of issues and challenges.

Responsibilities

• Deliver exceptional service to guests, ensuring a warm welcome.
• Maximize sales of tickets and packages.
• Address guest complaints promptly and professionally.

Skills

Numerical Skills

Sales Techniques

Communication

Education

First Aid Certification

Job description

Who are we?

First Rail is one of the UK's most experienced rail operators, carrying over 345 million passengers across franchises such as Great Western Railway, South Western Railway, and Avanti West Coast, as well as open access operators like 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 a major London visitor attraction, welcoming over 1.4 million guests annually. Connecting North Greenwich Peninsula and the Royal Docks, it is the UK's only urban cable car, offering stunning panoramic views of London's skyline from 90 meters above the Thames.

About the job

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

Main responsibilities include:

• Participating actively in all front-of-house areas, including the entrance, gate-line, platform, ticket office, and external locations.
• Maximizing sales of tickets and packages such as round trips, river joint tickets, VIP fast track, and retail offerings.
• Addressing guest complaints promptly and professionally to ensure satisfaction.
• Aiming for a 5-star customer service level, targeting a satisfaction survey score of 98%+.
• Providing accurate information regarding fares, local transport, and nearby attractions.
• Maintaining high personal presentation standards and adhering to uniform policies.
• Handling cash confidently and accurately, following financial procedures and till reconciliation policies.
• Attending training sessions to stay informed about policies and procedures.
• Assisting in organizing paperwork, maintaining supplies, and conducting financial checks.
• Supporting the Group Bookings Department with daily group arrivals and marketing materials.
• Managing time effectively and assisting in the Cable Car Experience café, VR, and Teddy Mountain activities.

Minimum requirements:

• Strong numerical and reporting skills.
• Understanding of sales techniques and delivering positive guest experiences.
• Systematic, methodical, and organized working approach.
• Proactive communication of issues and challenges.
• Health, safety, and wellbeing awareness.
• Cash handling experience (desirable).
• Ability to maintain quality and productivity.
• Respectful treatment of all individuals as 'guests.'
• Willingness to learn and share knowledge.
• Experience in a visitor attraction role preferred.
• First Aid certification.

Location

London Cable Car, North Greenwich.

Working pattern

Five days out of seven, on shifts from 06:30 to 00:00, with varying schedules.

Our commitment

FirstGroup promotes an inclusive environment, valuing diversity and offering flexible working options. We support candidates with disabilities or neurodivergent conditions through accessible application processes and additional support as needed.

For more information, visit:

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