Welcome Host (Seasonal)

FirstGroup Internal; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading company in the UK's rail sector as a Guest Services Representative at the IFS Cloud Cable Car in London. You will provide exceptional service to visitors, manage ticket sales, and ensure a memorable experience. Ideal candidates will have strong customer service skills, cash handling experience, and a First Aid certification.

Qualifications

• Strong numerical and reporting skills.
• Cash handling experience (desirable).
• Willingness to learn and share knowledge.

Responsibilities

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

Skills

Numerical skills

Sales techniques

Organizational skills

Communication

Health and safety awareness

Customer service

Education

First Aid certification

Experience in a visitor attraction

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 — 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. Linking North Greenwich Peninsula and the Royal Docks, it is the only urban cable car in the UK and offers stunning panoramic views of London's skyline from a height of 90m over the Thames.

About the job

• Delivering the highest standards of service for all guests, ensuring visitors are greeted warmly and feel welcome.
• Enhancing the IFS Cloud Cable Car Experience with a friendly, professional attitude capable of engaging with guests of all ages.
• Supporting site management with health & safety issues, queue management, emergency incident 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.
• Maximise sales targets by promoting tickets and packages such as round trips, River joint tickets, VIP fast track, retail, and new offerings.
• Handle guest complaints promptly with a positive approach to ensure satisfaction.
• Aim to achieve a 5-star customer service level (Customer Satisfaction Survey 98%+).
• Provide accurate information regarding queries, fare pricing, local transport links, and nearby attractions.
• Maintain high personal presentation standards and adhere to uniform policies.
• Handle cash confidently and in accordance with financial procedures, including till reconciliation and adherence to the Cash Handling Policy.
• Attend training sessions to stay informed of policies and procedures.
• Assist the Guest Experience Manager with paperwork, stationary, ticket supplies, safe counts, and financial checks.
• Support the Group Bookings Department by checking daily group arrivals, preparing boarding passes, and marketing materials.
• Manage time effectively to meet all responsibilities.
• Assist in the Cable Car Experience café, Virtual Reality, Teddy Mountain, and other guest activities.

Minimum requirements:

• Strong numerical and reporting skills.
• Understanding of sales techniques and delivering excellent guest experiences.
• Methodical and organized work approach.
• Early communication of problems and challenges.
• Health, safety, and wellbeing awareness.
• Cash handling experience (desirable).
• Ability to maintain quality and productivity.
• Respectful treatment of everyone as a guest, including colleagues.
• Willingness to learn and share knowledge.
• Experience in a visitor attraction or similar role.
• First Aid certification.

Location:

London Cable Car, North Greenwich.

Working pattern:

Role involves working 5 days out of 7, with shifts from 6:30 am to 12:00 am, varying by schedule.

We all belong at First London Cableway. We are committed to creating an inclusive environment, valuing diversity and promoting equal opportunities. We support flexible working arrangements and provide additional support for applicants with disabilities or neurodivergent conditions, such as dyslexia, dyspraxia, or autism. For more information, visit https://exceptionalindividuals.com/neurodiversity/ and https://www.healthassured.org/blog/neurodiversity/.