Guest Experience Host (Seasonal)

Who are we?

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

The IFS Cloud Cable Car is one of London's top visitor attractions welcoming over 1.4 millions guests per year. Linking North Greenwich Peninsular and the Royal Dock's, 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

The role of a Guest Experience Host is an essential part of our daily operations and guest interactions. You will assist in maintaining outstanding guest experiences for all.

The Cable Car Experience is a new attraction as part of the IFS Cloud Cable Car. We will be providing guests with a unique extension to their experience with areas such as Virtual Reality, Teddy Bear Workshops, Schools Tours and a Retail and Café offering. We are looking for enthusiastic and dynamic team members to be a key part of the operation.

Your main responsibilities will be:

• Delivering exceptional guest service and creating memorable experiences at each stage of the guest journey, ensuring that all visitors are greeted and made to feel welcome.
• Leading workshops for guests such as school tours, arts and crafts workshops and virtual reality sessions.
• Enhancing the guests experience with a friendly professional attitude capable of interacting with guests of all ages.
• Upselling experiences and retail/food and beverage products
• Preparation of Hot Drinks for guests
• Basic food handling
• Proactively engage with and assist with the varied operational needs as and when they arise
• Frequently reviewing and revising the operational manuals to ensure knowledge remains up to date
• Adhere to Health & Safety guidelines as outlined by the policies and procedures, including queue management, First Aid, Fire Marshalling and emergency incident plans,
• Work cohesively as part of a team made up of internal and external stakeholders at all levels of the business,
• Be responsible for completing all compliance-based tasks and e-learnings on time,

You'll need to be:

• Confident in leading sessions for a variety of groups
• A confident communicator, and able to resolve problems or escalate to management where necessary

As a minimum, you will need to have:

• Prior experience within a customer facing role
• Able to support customers to ensure they have a positive guest experience
• Able to use IT systems including Microsoft Word and Excel
• Barista and food handling experience – desirable
• Cash handling – desirable

About the location

London Cable Car, North Greenwich.

Working pattern

This role is working 5 days out of 7, on a shift pattern. Shift patterns vary from 0800 – 0000.

We all belong at First London Cableway. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.