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- Tasks: Provide exceptional guest experiences and proactive solutions at Liverpool ONE.
- Company: Join a vibrant team at Liverpool ONE, a leading shopping and leisure destination.
- Benefits: Flexible benefits, discounts, virtual GP, and career development opportunities.
- Why this job: Be the face of Liverpool ONE and make every guest feel welcome and valued.
- Qualifications: Customer service experience and a passion for helping others.
- Other info: Dynamic role with flexible hours, perfect for students and those seeking part-time work.
The predicted salary is between 24000 - 36000 £ per year.
Better places, thriving communities.
Responsible for providing an exceptional guest/customer experience at Liverpool ONE. As the main point of contact for face to face and switchboard guest enquiries, the Guest Services Assistant will work as part of a small team to provide proactive solutions, recommendations and personalised services to exceed guest expectations. They will deliver daily operations and services out of the Information Centre, smoothly and at a consistent high level of presentation in line with Liverpool ONE brand values. The role is flexible and will involve providing visitors with proactive customer service across the Liverpool ONE estate, anticipating customer needs and ensuring the best Liverpool ONE welcome. Additionally, they will work as a team to build positive relations with brand partners, colleagues, service providers and Shopmobility ensuring high levels of engagement and brand presentation are maintained at all times.
Principal Accountabilities
- Deliver Liverpool ONE guest services, such as (but not limited to) Liverpool ONE guest enquiries, Gift card sales and enquiries, lost and found, wayfinding, guest mobility, accessibility, tourist information, public transport enquiries, washroom facilities, brand partner liaison, and guest feedback.
- The role will also be responsible for administering first aid.
- Deliver a seamless approach to service delivery in the Information Centre.
- Proactively welcome all guests, anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution.
- Support the Senior Guest Services Team Leader, Guest Services Team Leaders and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with brand partner handbook, escalating issues where needed.
- Ensure regular visits to stores to encourage use of the Liverpool ONE app.
- Develop and maintain knowledge of the Liverpool ONE brand partner offer with insider information on services, products, offers, events as well as the wider Liverpool city region destination offer.
- Support the marketing efforts to drive occupier sales, specifically the loyalty programme through encouraging occupier participation in Liverpool ONE events and programmes, as well as ensuring store teams are regular users of the Liverpool ONE occupier app.
- Be the eyes and the ears of Liverpool ONE, ensuring the prompt reporting of any standards that are not in line with expectations.
- Manage the Liverpool ONE telephone switchboard system, ensuring all enquiries are answered promptly and directed accurately.
- Contribute generally to Liverpool ONE Management Company Limited supporting its vision, values, aims and objectives, ensuring that consistent best practice is adopted.
- To undertake and execute any other reasonable duties as requested by the Guest Services team leader.
- Adhere to, and consistently demonstrate the Liverpool ONE Values, complying with H&S regulations.
- Ensuring Liverpool ONE is ready to welcome any guests and support their needs, whether that is accessibility support, signage, tensa barriers for occupier or Liverpool ONE events, dog bowls.
Key Interfaces
- Visitors
- Brand Partners
- Shopmobility
- Retail & Leisure
- Customer Services Executive
- Estate Manager
- Security team
- Environmental Services
What we are looking for
Qualifications: NVQ Customer Services; Second language - Desirable Availability across weekends, mornings, evenings and busy seasons (Easter Holidays, Summer Holidays, Christmas) Various hourly contracts, minimum 8 hours maximum 16 hours.
Essential
- Calm under pressure
- Able to demonstrate drive, resilience, innovation.
Knowledge
- Recognise what outstanding customer service looks like & how to influence it.
- Liverpool City Region.
Previous Experience
- Guest facing roles in Retail/Leisure, Hotel or Tourism and Travel environments.
Special Attributes
- Friendly/approachable
- High energy
- Flexible approach
- Passion for delivery of brilliant customer service
- Able to work weekends and late nights in line with core trading hours
- Thirst for knowledge
- Knowledge of Liverpool City Region & City region visitor offer is desirable.
Behavioural Competencies: Personal integrity, Responsibility, Pride, Respect
Benefits
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand, financial wellbeing assistance through our Salary Finance scheme, a flexible benefits platform Choices, high street discounts through MiDeals, a cycle-to-work scheme, life cover, save-as-you-earn scheme, Mitie Matching Share Plan, and Mitie Stars recognition.
Recruitment & Diversity
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments, please let us know during the recruitment process. Join our Mitie Team Together our diversity makes us stronger.
Apply Now.
Guest Services Assistant employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Assistant
✨Tip Number 1
Get to know Liverpool ONE inside out! Familiarise yourself with the services, products, and events on offer. This way, when you chat with guests, you can provide them with personalised recommendations that will blow their minds!
✨Tip Number 2
Practice your people skills! Role-play with friends or family to get comfortable handling different guest scenarios. The more you practice, the more confident you'll be when it comes to delivering that exceptional customer service.
✨Tip Number 3
Be proactive! When you're out and about in Liverpool ONE, keep an eye out for guests who might need assistance. A friendly smile and a helping hand can make all the difference in creating a memorable experience.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in being part of the Liverpool ONE team!
We think you need these skills to ace Guest Services Assistant
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight any previous experience in customer-facing roles. We want to see how you've gone above and beyond to provide exceptional service, just like we do at Liverpool ONE!
Be Personable and Approachable: Use a friendly tone in your application. We’re looking for someone who can connect with guests easily, so let your personality shine through in your writing. Remember, first impressions count!
Demonstrate Your Knowledge of Liverpool: Show us that you know the ins and outs of the Liverpool City Region. Mention any local hotspots or events that you think would enhance the guest experience. This will show us your passion for the area and its visitors!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen to be part of our team at Liverpool ONE!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Know Your Liverpool ONE Inside Out
Before your interview, dive deep into the Liverpool ONE brand and its offerings. Familiarise yourself with the services, products, and events they provide. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare to share specific examples from your past experiences where you delivered outstanding customer service. Think about situations where you went above and beyond to meet a guest's needs, as this aligns perfectly with the expectations for a Guest Services Assistant.
✨Practice Your Communication Skills
As a Guest Services Assistant, you'll be the face of Liverpool ONE. Practice clear and friendly communication, both verbal and non-verbal. Consider doing mock interviews with friends or family to refine your approach and ensure you come across as approachable and confident.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to guest interactions. Prepare responses that demonstrate your problem-solving skills and ability to remain calm under pressure. This will highlight your readiness to handle the dynamic environment at Liverpool ONE.