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- Tasks: Welcome guests and enhance their experience at the IFS Cloud Cable Car.
- Company: Join First Rail, a leading UK rail operator with a focus on customer service.
- Benefits: Flexible part-time hours, inclusive work environment, and opportunities for personal growth.
- Why this job: Be part of an iconic London attraction and create memorable experiences for visitors.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Diverse team culture with a commitment to inclusivity and support for all.
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 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://www.healthassured.org/blog/neurodiversity/
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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
Get to know the company! Research First Rail and the IFS Cloud Cable Car. Understanding their values and services will help you connect better during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your customer service skills! Since this role is all about making guests feel welcome, think of scenarios where you can demonstrate your friendly attitude and problem-solving abilities. Role-play with a friend if you can!
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can give you insider tips on what it’s really like to work at First Rail and might even refer you for the job!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the latest roles and updates directly from us, so you won’t miss out on any opportunities.
We think you need these skills to ace Welcome Host - Part Time
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see how you can bring a friendly and professional attitude to the role. Don’t be afraid to share a bit about yourself and why you’re excited about joining us at the IFS Cloud Cable Car.
Tailor Your Application: Make sure to tailor your application to the job description. Highlight your experience in customer service and any relevant skills that match what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in the role.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your skills and experiences stand out!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at FirstGroup Internal
✨Know the Company Inside Out
Before your interview, take some time to research First Rail and the IFS Cloud Cable Car. Understand their services, values, and what makes them unique. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Welcome Host, your ability to provide excellent customer service is key. Prepare examples from your past experiences where you successfully handled guest complaints or enhanced a visitor's experience. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Dress to Impress
First impressions matter! Make sure you dress smartly and adhere to the uniform standards expected for the role. This shows that you understand the importance of personal presentation in a customer-facing position.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as dealing with a difficult guest or managing a busy queue. Think through potential scenarios and how you would respond, demonstrating your proactive approach and problem-solving skills.
