This incredible building is one of London’s newest landmarks, it stands at an impressive 278m, and a unique viewing gallery gives a once in a lifetime panoramic view of London from the 58th floor. A truly breath-taking opportunity within the Portico family.
The Welcome Host role is an exciting opportunity for a motivated and enthusiastic team member looking for progression to the next level, ready to thrive on leading by example within our team in this fast paced, highly rewarding environment. The role of the Welcome Host is to work together with the team to provide the highest level of customer service and care, that warm welcome and big smile from the hosts always leaves a memorable first impressions for the visitors.
Key responsibilities:
- To work together within the team to provide high level of customers service to visitors.
- Be reliable, flexible, honest and a strong advocate for Portico and the client.
- To help the Supervisor and Manager in service provision expectations.
- To work effectively and developing close relationships within the team in order to deliver the highest service standards.
- To support all colleagues and new starters through their probation periods.
- To respond quickly to any given situation regarding service delivery, taking responsibility through to resolution, discussing and updating the supervisor on a regular basis.
- Work alongside team members to ensure that all data and information required for the compilation of the daily reports is produced in line with the required time frame.
- Take the lead within the team for following up on all helpdesk issues, reporting and resolving where possible, escalating all concerns appropriately.
- To participate in project work within the Host Team, as directed, and to implement any actions as necessary.
- Provide day to day operational support to ensure service levels are maintained during peak periods.
- Participate actively in all appropriate company-wide meetings and events.
- Lead by example within the team to ensure all visitors are provided with a warm, courteous and prompt welcome.
- Verify that all visitors have a valid ticket to enter the viewing gallery and help where necessary.
- Courteously request identification documents from all visitors in line with the company procedures, leading by example within your team in this area.
- Handle all queries promptly, giving a warm, courteous response and using the agreed salutations.
- Ensure all viewing gallery folders are up to date, escalating when required.
- Escalate any serious complaints to the Team Leader/supervisor immediately, and look for collaboration on resolving quickly.
- Assist the elderly, parents with children and disabled visitors with any reasonable requests, ensure they are supported in line with Portico’s policies.
- At all times ensure you provide consistent service, allowing for queuing times and engagement with the visitors to take precedence.
- Actively and positively engage with colleagues, visitors and clients to ensure a seamless service experience.
- Anticipate visitor needs and follow up with them to ensure that visitor expectations are met and where possible exceeded.
- Take ownership and responsibility ensuring you are working effectively and developing close relationships with colleagues.
- Co-ordinate and take ownership of VIP visitor/event management – communicate arrivals to the relevant people promptly so that the visitor or client is either met or escorted to the relevant lift / area in a timely manner.
- Handle client and visitor queries and supply relevant information to them or report to Team Leader/Supervisor if necessary.
- Ensure the waiting visitors are kept informed of any delays and progress and to ensure visitor comfort. Ensure that the queueing guests are engaged with constantly during this time.
- Carry out regular checks of the Viewing Gallery Lobby, to ensure all areas remain clean & tidy, escalate to the correct department any discrepancies immediately
- Ensure the radio/mobile phone is fully always charged and, on person, when on shift.
- Complete a handover and convey relevant information when opening and closing each day, and on hand over days with management colleagues.
- Ensure collaboration with the Team Leader/Supervisor each day in regard to expected duties.
- Be willing to assist in the event of any emergencies within the building.
- Escalate all conduct issues within the team to Team Leader/Supervisor immediately.
- Complete all expected Health and Safety duties within your remit.
- Any other reasonable duty requested of you from the management or client team.
Key skills & experience:
- A minimum of 6 months previous experience working in a customer service environment is essential.
- Previous experience with high volume visitor attraction preferred.
- Ability to demonstrate understanding of 5* Customer Service will be expected at interview stage.
- Ability to demonstrate skill-based competency of working practice will be expected at interview stage.
- Immaculate personal presentation with a genuine smile and can-do attitude.
- Easily engages in conversation and develops rapport with others.
- Drive for and ability to comply with high standards.
- Pays attention to detail.
- Ability to work in a fast paced, high-volume environment, including face to face and written communication expectation (multi-tasking).
- Intuitive & interested in other people.
- Flexible and adaptable to respond to differing client needs.
- Confident, enthusiastic and motivated to deliver great service.
- Organised an able to prioritize work activity.
How to apply: please send your CV and a short cover letter to [email protected].
