About the job
LOCATION: London Designer Outlet – Wembley
SHIFT PATTERN: 5 working days / 2 days off, 40 hours per week
PAY RATE: £14.42 per hour
If you require any additional support or adjustments during the recruitment process, please contact our Recruitment Department at recruitment@abm.com. We are here to assist you!
ROLE OVERVIEW & PURPOSE
Join our dynamic team as a Guest Services Host at the London Designer Outlet! We are looking for a professional, friendly, and dependable individual who excels in a fast-paced, customer-centric environment. This role is crucial in providing a warm welcome and ensuring a delightful first impression for all guests visiting our outlet.
As a Guest Services Host, you will play a key role in supporting the safety and comfort of visitors, ensuring that every guest enjoys a seamless shopping experience and feels valued throughout their visit.
KEY RESPONSIBILITIES
Guest Experience & Customer Service
• Warmly greet all guests upon arrival and departure, utilizing genuine eye contact and a welcoming demeanor.
• Professionally respond to all inquiries from guests, whether written, verbal, or over the phone.
• Provide clear directions and, when appropriate, personally escort guests to desired stores or locations within the centre.
• Foster positive relationships with guests, building loyalty through proactive engagement and anticipation of their needs.
• Maintain an extensive knowledge of the centre, local attractions, transport links, and facilities, confidently sharing this information with guests.
• Promote and upsell LDO Gift Cards in accordance with centre objectives and KPIs.
Operational Duties
• Manage the sale of centre Gift Cards and handle cash responsibly, including maintaining and reconciling the cash float.
• Answer incoming phone calls and direct inquiries to management or relevant departments as necessary.
• Safely operate the mobility scooter and wheelchair hire service.
• Conduct routine health and safety checks following centre procedures.
• Accurately report and track maintenance issues using internal systems.
• Ensure adequate stock levels of centre leaflets, maps, and signage.
• Adhere to GDPR and data protection protocols at all times.
Safety, Compliance & Teamwork
• Actively ensure the safety and well-being of guests and colleagues.
• Maintain up-to-date knowledge of emergency, crisis, and evacuation procedures.
• Facilitate clear communication and cooperation across departments to enhance guest satisfaction.
• Consistently meet performance targets and achieve agreed KPIs.
• Maintain professional appearance standards, including uniform, grooming, and personal hygiene.
• Serve as a positive representative for London Designer Outlet in all interactions.

