Guest Services Ambassador 40hrs – St James Quarter, Edinburgh Business Operations St James Qu …

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.

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

Salary – £12.81/hr

Please see our Benefits Booklet for more information.