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- Tasks: Welcome guests and ensure a top-notch experience at the IFS Cloud Cable Car.
- Company: First Rail operates major UK rail services, including the iconic IFS Cloud Cable Car in London.
- Benefits: Enjoy flexible shifts, a vibrant work environment, and opportunities for personal growth.
- Why this job: Join a fun team, meet diverse people, and contribute to unforgettable experiences in London.
- Qualifications: Strong numeracy skills, customer service experience, and a passion for helping others are essential.
- Other info: Part-time role with varied shifts; perfect for students looking to gain experience.
Who are we? First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - 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 per year. Linking North Greenwich Peninsular and the Royal Dock's, 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 the guests and ensuring that all visitors are greeted and made to feel welcome. Enhancing the IFS Cloud Cable Car Experience with a friendly professional attitude capable of interacting with guests and visitors 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:
- Actively participate in all areas of the IFS Cloud 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 IFS Cloud 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 in the Cable Car Experience café, Virtual Reality, Teddy Mountain.
As a minimum, you will need to have:
- 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.
- Treats everyone as a ‘guest’ including internal colleagues.
- Seeks opportunities to learn and share knowledge.
- Experience in a similar role in a visitor attraction.
- First Aid Training.
About the location: London Cable Car, North Greenwich.
Working pattern: This role is working 2 days out of 7, on a shift pattern. 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.
Welcome Host - Part Time employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Welcome Host - Part Time
✨Tip Number 1
Familiarise yourself with the IFS Cloud Cable Car and its services. Understanding the unique features and offerings will help you engage with guests more effectively and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your customer service skills by role-playing different scenarios. This will prepare you to handle guest complaints and queries with confidence, ensuring a positive experience for all visitors.
✨Tip Number 3
Brush up on your cash handling skills. Since this role involves financial procedures, being comfortable with transactions and till reconciliation will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of First Rail or similar visitor attractions. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Welcome Host - Part Time
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Welcome Host position. Tailor your application to highlight relevant experiences that demonstrate your ability to deliver excellent customer service and manage guest interactions.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles in customer service or visitor attractions. Mention specific examples where you successfully handled guest complaints or contributed to a positive experience, as this aligns with the expectations of the role.
Showcase Your Skills: Make sure to include skills that are particularly relevant to the job, such as strong numerical abilities, cash handling experience, and effective communication skills. Use bullet points to make these stand out in your CV.
Personal Presentation: Since the role requires maintaining high standards of personal presentation, consider mentioning your understanding of professional attire and grooming in your application. This shows that you take the role seriously and are aware of the expectations.
How to prepare for a job interview at FirstGroup Internal
✨Show Your Enthusiasm
As a Welcome Host, your attitude is key. Make sure to express genuine enthusiasm for the role and the company during the interview. This will demonstrate your commitment to providing excellent customer service and creating a welcoming environment for guests.
✨Know the Product
Familiarise yourself with the IFS Cloud Cable Car and its offerings. Be prepared to discuss how you would enhance the guest experience and contribute to sales targets. Showing that you understand the services and can provide accurate information will impress the interviewers.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've handled guest complaints or challenging situations in the past. Highlight your proactive approach and ability to resolve issues quickly, ensuring guests leave satisfied. This aligns perfectly with the role's focus on customer satisfaction.
✨Emphasise Teamwork and Communication
The role requires working closely with the Front of House team and other departments. Share experiences that showcase your ability to communicate effectively and work collaboratively. This will reassure the interviewers that you can contribute positively to the team dynamic.
