An exciting opportunity has arisen to join the Guest Services team. The role of a Guest Service Host is to ensure that the Centre offers our guests superb experience consistently, whether it's for shopping, eating out, leisure, or utilizing our services such as gift card, Click and Collect, and more. You will be involved in the day-to-day running of the Guest Service Desk, needing excellent phone skills and efficiency in responding to emails from guests and other departments. Working alone at the desk requires confidence and the ability to work under pressure. Being well-presented, enthusiastic, driven, and fostering a positive work environment is essential. Training will cover all aspects of the role, ensuring that guest experience remains a priority. Awareness of risk and compliance during operations is crucial. You must adhere to all policies and procedures, undertaking reasonable duties as needed to meet business needs and reporting concerns to the Supervisor or Manager. Role and responsibilities Manage large amounts of incoming phone calls/emails and customer queries. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customers through open and interactive communication. Provide accurate, valid, and complete information using the right methods/tools. Meet personal/customer service team targets. Handle customer complaints, providing appropriate solutions and alternatives; follow up to ensure resolution. Keep records of customer interactions and ensure they are safely stored. Qualifications and education requirements Strong phone contact handling skills and active listening. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. Ability to multi-task, prioritize, and manage time effectively. Ability to work well in a team. Preferred skills Proven customer support experience. Microsoft skills. Additional notes The best Guest Service Hosts are excited to help customers. They are patient, empathetic, and understand the value of good communication skills. They can advocate for customers when necessary. Customer feedback is invaluable, and problem-solving comes naturally to them. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.