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- Tasks: Welcome guests and ensure a fantastic experience at the IFS Cloud Cable Car.
- Company: First Rail operates major UK rail services, connecting millions of passengers annually.
- Benefits: Enjoy flexible working hours and a supportive, inclusive environment.
- Why this job: Join a vibrant team, engage with diverse guests, and enhance your customer service skills.
- Qualifications: Strong numeracy, sales skills, and a passion for guest experiences are essential.
- Other info: First Aid certification is a plus; training provided for all new hires.
The predicted salary is between 20000 - 28000 £ per year.
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.
Welcome Host (Seasonal) employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Welcome Host (Seasonal)
✨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 during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and providing information. Practising scenarios with friends or family can prepare you for real-life situations you might encounter as a Welcome Host.
✨Tip Number 3
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 give you an edge in your application.
✨Tip Number 4
Demonstrate your commitment to health and safety by researching best practices in the industry. Being knowledgeable about these topics will show your potential employers that you take your responsibilities seriously.
We think you need these skills to ace Welcome Host (Seasonal)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Welcome Host position. Tailor your application to highlight relevant experiences that align with these expectations.
Craft a Personal Statement: Write a personal statement that reflects your passion for customer service and your ability to engage with guests of all ages. Use specific examples from past experiences to demonstrate your skills in handling guest complaints and promoting sales.
Highlight Relevant Skills: Make sure to emphasise your strong numerical skills, cash handling experience, and understanding of health and safety protocols. These are key attributes for the role and should be clearly stated in your CV.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which is crucial for a customer-facing role.
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 your excitement about the role and the company during the interview. A friendly and positive demeanour will resonate well with the interviewers.
✨Demonstrate Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight how you handled difficult situations or complaints, as this role requires a strong focus on guest satisfaction.
✨Know the Company and Its Services
Familiarise yourself with First Rail and the IFS Cloud Cable Car. Understanding their services, values, and what makes them unique will show your genuine interest and help you answer questions more effectively.
✨Highlight Your Teamwork Abilities
This role involves working closely with others, so be ready to discuss your experience in team settings. Share how you contribute to a positive team environment and support your colleagues in achieving common goals.
