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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 millions 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 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 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 assistant in the Cable Car Experience café, Virtually 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 of out 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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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Welcome Host - Part Time employer: First Group
Contact Detail:
First Group 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 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
Showcase your teamwork abilities during the interview. Highlight experiences where you've collaborated with others to enhance guest experiences or improve service delivery, as this is crucial for the role.
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 responsibilities and requirements of 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: If you have previous experience in a similar role, make sure to emphasise it in your CV and cover letter. Mention specific instances where you successfully handled guest complaints or contributed to sales targets, as these are key aspects of the job.
Showcase Your Skills: Focus on showcasing your strong numerical skills, cash handling experience, and ability to work systematically. Provide examples of how you've used these skills in past roles to enhance guest experiences or improve operational efficiency.
Personal Presentation: Since personal presentation is important for this role, mention your understanding of maintaining high standards in appearance and uniform adherence. This shows that you take pride in your work and understand the importance of representing the company well.
How to prepare for a job interview at First Group
✨Show Your Enthusiasm for Customer Service
As a Welcome Host, your primary role is to ensure guests feel welcomed and valued. During the interview, express your passion for customer service and share examples of how you've gone above and beyond to enhance someone's experience.
✨Demonstrate Your Problem-Solving Skills
The job requires dealing with guest complaints and health and safety issues. Prepare to discuss specific situations where you successfully resolved a problem or handled a challenging situation, showcasing your proactive approach.
✨Highlight Your Sales Experience
Since maximising sales targets is part of the role, be ready to talk about any previous experience you have in sales or upselling. Share strategies that worked for you and how you contributed to achieving sales goals.
✨Emphasise Teamwork and Communication
This position involves working closely with others, so it's important to demonstrate your ability to communicate effectively and work as part of a team. Provide examples of how you've collaborated with colleagues to achieve common goals.
