Guest Service Host

Job Description

Objectives and Responsibilities:

Maintains a positive, empathetic, and professional attitude towards guests, brand partners, and colleagues.

Is confident in using radios to communicate with colleagues or centre personnel.

Is proficient in using Outlook, Excel, and other Microsoft Office applications.

Possesses strong knowledge of the centre to answer questions from individuals working, visiting, or living around Clarks Village.

Demonstrates cooperation, professionalism, and team spirit within the Guest Services Team.

Works with a positive demeanour and supports team members when required.

Remains open to change and is flexible within the team as needed.

Understands that the role involves working both indoors and outdoors throughout the year, in all weather conditions, and rotates in/out with colleagues.

Reports any items in need of repair or replacement to the appropriate person.

Ensures that the cleaning area and space are kept clean and tidy, with cleaning materials stored safely.

Maintains polite and effective communication with colleagues, tenants, and guests.

Is prepared to undertake further training as required.

Main Duties:

Responds promptly to guest inquiries, ensuring a maximum response time of 24 hours.

Provides local information to support tourism efforts.

Drives guest feedback through the “Share Your Thoughts” platform.

Manages Lost & Found property and Shop Mobility services, remaining vigilant in all handover communications.

Ensures that all work is carried out safely and properly, in accordance with Health and Safety legislation, Mitie policies and procedures, risk assessments, and method statements.

Is accountable for and follows up on any communication forwarded to colleagues or management.

Communicates and coordinates with colleagues as necessary, utilizing the handover diary.

Maintains confidentiality in all aspects of client and staff information.

Communicates with guests through various channels, including telephone, email, and social media.

Acknowledges and resolves guest feedback and complaints, and takes accountability for following up.

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