Job Title: Guest Services Host
Rate of Pay: £12.60 per hour
Contract: Permanent, Part Time
Weekly Contractual Hours: 30 (4 week rolling data)
Shift Pattern: 8.30AM - 8PM (varies by day and event schedule)
Location: Trinity Leeds, Albion Street, Leeds, West Yorkshire, England, LS1 5AT
We're looking for a passionate and proactive Guest Services Host to join our team atTrinity 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.
Key Responsibilities
The role involves providing a warm and professional welcome to all guests visiting the centre, ensuring a positive first impression. You will be responsible for managing the Guest Lounge and reception area, handling all enquiries with courtesy, professionalism, and care. Strong active listening and problem-solving skills are essential to understand and respond effectively to guest needs. The position requires prompt and professional responses to email and telephone queries, along with processing Trinity Leeds Gift Card sales and maintaining accurate records. Additionally, you will handle and log lost property in accordance with centre procedures and ensure the presentation and cleanliness of the Guest Services Lounge are consistently upheld. A collaborative approach is key, working closely with the wider team and adopting a "one team" mindset to deliver exceptional customer service. You will also support centre management with administrative duties as needed. Adherence to safety procedures is critical, including reporting any suspicious activity or incidents to the Control Room and assisting during fire or emergency situations in line with your training. Participation in seasonal centre events and activations—such as craft clubs, sip sessions, and artisan markets—is expected. Throughout all responsibilities, you are expected to uphold the values of Trinity Leeds and Landsec at all times.
What We're Looking For
We are looking for a candidate with a minimum of two years' experience in a customer-facing role, ideally within the retail or hospitality sectors. Strong communication skills are essential, along with the ability to build rapport quickly and effectively. The ideal candidate will have a problem-solving mindset and the initiative to confidently resolve guest issues as they arise. A genuine enthusiasm for customer service and a passion for delivering exceptional guest experiences are key to success in this role. We value team players who bring a proactive and positive attitude to their work. Additionally, a professional personal presentation and a courteous manner are important attributes we expect from our team members.
Desirable Personal Characteristics
The ideal candidate will possess several desirable personal characteristics, including being approachable and empathetic in their interactions with guests and colleagues. Reliability and punctuality are essential traits, along with the ability to remain calm under pressure. A strong attention to detail is important to ensure high standards are consistently maintained. Additionally, the candidate should demonstrate a willingness to support team goals and be flexible with shift patterns to meet the needs of the centre.
Why Join Us?
This is your opportunity to be part of a vibrant, customer-focused environment in one of Leeds' most iconic shopping destinations. We pride ourselves on teamwork, integrity, and delivering outstanding service — and we'd love you to be part of it.