About the Role
We\'re looking for a passionate and proactive Guest Services Host to join our team at Trinity Leeds Shopping Centre. You will be a key member of the Guest Lounge team, helping to create memorable experiences and deliver a high standard of customer service to every guest, every day. This role offers a varied working day where no two shifts are the same - from greeting guests and solving queries to supporting centre events and maintaining the lounge environment.
Location: Trinity Leeds Shopping Centre, Leeds • Contract Type: Permanent, Part-Time • Hours: 30 hours per week (4 week rolling rota) • Shift Pattern: Between 08:30 - 20:00 (varies by day and event schedule) • Rate of Pay: £12.60 per hour
Key Responsibilities
* Provide a warm and professional welcome to all guests visiting the centre.
* Manage the Guest Lounge and reception area, handling all enquiries with courtesy, professionalism, and care.
* Use active listening and problem-solving skills to understand and respond to guest needs.
* Respond to email and telephone queries in a timely and professional manner.
* Process Trinity Leeds Gift Card sales and maintain accurate records.
* Handle and log lost property in line with centre procedures.
* Maintain the presentation and cleanliness of the Guest Services Lounge.
* Work collaboratively with the wider team, following a "one team" approach to customer service.
* Support centre management with administrative duties when required.
* Follow safety procedures and report any suspicious activity or incidents to the Control Room.
* Assist during fire or emergency situations as per training.
* Participate in seasonal centre events and activations such as craft clubs, sip sessions, and artisan markets.
* Uphold Trinity Leeds and Landsec values at all times.
What We\'re Looking For
* A minimum of 2 years\' experience in a customer-facing role, ideally in retail or hospitality.
* Strong communication skills with the ability to build rapport quickly.
* Problem-solving mindset with the initiative to resolve guest issues confidently.
* A genuine enthusiasm for customer service and delivering exceptional guest experiences.
* Team player with a proactive and positive attitude.
* Professional personal presentation and a courteous manner.
Desirable Personal Characteristics
* Approachable and empathetic
* Reliable and punctual
* Calm under pressure
* Attention to detail
* Willingness to support team goals and flexible with shift patterns
Why Join Us?
This is your opportunity to be part of a vibrant, customer-focused environment in one of Leeds\'s most iconic shopping destinations. We pride ourselves on teamwork, integrity, and delivering outstanding service - and we\'d love you to be part of it.
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