Job Description

Purpose of the Role

St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000 sq./ft of prime retail, food and leisure space, a multi-screen cinema, a world class “W” hotel, 152 private apartments and a 4-star aparthotel.

The individual will assist supervision and direction of the team and ensuring that the resources are in place according to the business needs.

The guest services are open 7 days per week and support is aligned with the main opening hours of the retailers at SJQ. The services delivered include wayfinding, customer assistance, luggage storage, gift cards, guest mobility, retailer knowledge…as the key areas of support.

The position interfaces with all teams, retailers, contractors, and other local and national businesses to ensure that the team is fully in the know and ready to answer any queries that we encounter.

Key Responsibilities

• Deliver high quality service to guests.
• Deliver information about products and services.
• Answering queries posed by our guests.
• Resolving issues and handling guest complaints
• Collecting guest feedback
• Providing proactive customer feedback
• Work within the team to ensure service standards meet required standards
• Ensure world class levels of guest service and operational standards are always maintained.
• Assist guests during any incidents during any abnormal operations.
• Flexibility to working hours.

Brand Enhancement

• Ensure that the SJQ Brand Guidelines are always adhered to and influence all actors to deliver world class guest service.
• Ensure close liaison with Operational Management, Retail & Hospitality, Technical Services, Marketing and Business
• Consistently exceed guest expectations and deliver long term, sustainable guest satisfaction both internally and externally.

H&S operations

• Report all accidents, near misses and serious incidents.
• Ensure that fire and H&S regulations are adhered to in, checking the signs, advising on defects, improvements required, etc.
• Ensure all training is completed.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Background & Skills

• Preferred experience in similar role of face-to-face delivery of service such as retail, hotel reception/concierge, reception of hospitality services.
• Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.
• Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.
• Excellent verbal, written, interpersonal & communication skills.
• Fluent in English, other European languages could be a plus.

Requirements – Personal Characteristics

• Able to work weekends and early morning.
• Works well in a team and own initiative
• Demonstrates high personal standards.
• Demonstrates consistent excellence in standards, behaviour, knowledge and skills.

Key Contacts

· Retailers/ F&B, leisure and Hotels: Store Managers and Occupier Forums.

Working Hours - 40 hours per week

Salary - £13.55 p/h

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