Guest Services

Overview

Deliver exceptional guest services and support at Liverpool ONE information centre.

Key Responsibilities

• guest services
• switchboard management
• tenant liaison
• app promotion
• event support
• first aid

Tasks

-Contribute generally to Liverpool ONE Management Company Limited supporting its vision, values, aims and objectives, ensuring that consistent best practice is adopted -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 -Work collaboratively with TIC team to deliver a seamless approach to service delivery in the Information Centre. -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 -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. -Support the Customer & Tenant Relations Team Manager and Guest Services Team Leader and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with Tenant handbook, escalating issues where needed. In addition ensure regular visits to stores to encourage use of the Liverpool ONE app. -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, tenant liaison, and guest feedback. The role will also be responsible for administering first aid. -To undertake and execute any other reasonable duties as requested by the Guest Services team leader. -Manage the Liverpool ONE telephone switchboard system, ensuring all enquiries are answered promptly and directed accurately. -Adhere to, and consistently demonstrate the Liverpool ONE Values, complying with H&S regulations. -Whilst the Information Centre acts as the hub for Liverpool ONE services, the role is flexible and will involve providing visitors with a proactive customer service across the Liverpool ONE estate, anticipating customer needs and ensuring the best Liverpool ONE welcome. -Proactively welcome all guests, anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution. -Additionally, they will work as a team to build positive relations with tenants, partners, TIC colleagues, service providers and Shopmobility ensuring high levels of engagement and brand presentation are maintained at all times. -Develop and maintain knowledge of the Liverpool ONE tenant offer with insider information on services, products, offers, events as well as the wider Liverpool city region destination offer.

Requirements

• stress resilience
• regional knowledge
• weekend availability
• night shift

What You Bring

-Calm under pressure -Knowledge of Liverpool City Region & City region visitor offer is desirable. -Able to work weekends and late nights in line with core trading hours

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Benefits

-Flexible approach

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