Job Description

Job title:

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Guest Service Host

Location:

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St David's Shopping Centre

Department/Group:

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Mitie

Position type:

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Part Time

Salary:

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12.60 PH

Contract:

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Permanent

Date posted:

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17.05.2025

Posting expires on:

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31.05.2025

Applications Accepted By:

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Email:

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Sophey.Mills@mitie.com

Job description

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An exciting opportunity has arisen to join the Guest Services team.



The role of a Guest Service Host is to embody this belief and to ensure that the Centre offers our guests superb experience consistently, whether it's for shopping, eating out, leisure or utilising our services such as gift card, Click and Collect and more.



You will be involved in the day-to-day running of the Guest Service Desk.



You will need excellent phone skills and be efficient in responding to emails from guests and other departments within the Centre. On some occasions you may work alone at the desk so you must be a confident person who can work under pressure at times.



You will need to be well presented, enthusiastic, driven, and help create a positive work environment. You will be trained in all aspects of the role and ensure that the guest experience is always at the top of your agenda.



You will be aware of risk and compliance during the day-to-day operation. Adhere to all policies and procedures and undertake any other reasonable duties as required to meet the needs of the business and highlight any concerns to the Supervisor or Manager.

Role and responsibilities

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Manage large amounts of incoming phone calls/Emails and customer queries.

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships and trust with customers through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Meet personal/customer service team targets.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - Ask your line manager for support if needed.

Keep records of customer interactions and ensure they are safely stored.

Qualifications and education requirements

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Strong phone contact handling skills and active listening Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively Ability to work well in a team

Preferred skills

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Proven customer support experience Microsoft skills

Additional notes

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The best Guest service hosts are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Guest service hosts can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and our surveys can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.



The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.