Guest Services Host

LOCATION: London Designer Outlet

SHIFT PATTERN: 5 working days / 2 days off, 40 hours per week

PAY RATE: £14.42 PER HOUR

ROLE OVERVIEW & PURPOSE

We are seeking a professional, approachable, and trustworthy Guest Services Host who thrives in a fast-paced, customer-focused environment. This role plays a vital part in delivering a warm welcome and creating a positive, lasting first impression for all guests visiting London Designer Outlet.

The Guest Services Host is responsible for supporting the safety, welfare, and overall experience of visitors to the centre, ensuring that every guest enjoys a pleasant and seamless shopping experience and feels supported, informed, and valued at all times.

KEY RESPONSIBILITIES Guest Experience & Customer Service

• Greet all incoming and departing guests warmly, using genuine eye contact and a friendly manner.
• Respond professionally to written, verbal, and telephone enquiries from guests.
• Provide clear directions and, where possible, personally escort guests to stores or destinations within the centre.
• Build positive relationships and guest loyalty through proactive engagement and anticipation of guest needs.
• Maintain an excellent working knowledge of the centre, local area, transport links, attractions, and facilities, and share this information confidently with guests.
• Upsell and promote LDO Gift Cards in line with centre objectives and KPIs.

Operational Duties

• Sell centre Gift Cards and manage cash handling responsibilities, including maintaining and reconciling the cash float.
• Answer incoming calls and transfer enquiries to management or relevant departments when required.
• Operate the mobility scooter and wheelchair hire service safely and efficiently.
• Conduct routine health and safety checks in line with centre procedures.
• Report, track, and log maintenance issues accurately using internal systems.
• Maintain adequate stock levels of centre leaflets, maps, and signage.
• Ensure all GDPR and data protection protocols are followed at all times.

Safety, Compliance & Teamwork

• Actively monitor the safety and wellbeing of guests, visitors, and colleagues.
• Maintain a working knowledge of emergency, crisis, and evacuation procedures.
• Ensure clear inter departmental communication and cooperation to enhance guest satisfaction.
• Consistently meet performance targets and deliver agreed KPIs.
• Uphold professional appearance standards, including uniform, grooming, and personal hygiene.
• Act as a positive ambassador for London Designer Outlet at all times.

REQUIRED SKILLS & EXPERIENCE

• Proven ability to deliver outstanding customer service in a busy operational environment.
• Excellent written and verbal communication skills in English.
• Confident handling cash, transactions, and basic administration tasks.
• Ability to remain calm, professional, and solution-focused under pressure.
• Strong organisational skills with the ability to prioritise workloads effectively.
• High attention to detail and strong compliance awareness.
• A proactive, flexible, and "can do" attitude.
• Ability to work independently while also contributing positively to a team.
• Willingness to follow processes, procedures, and instructions accurately.
• Reliable and adaptable approach to shift work.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers.
• Life: Search for resources and tools on topics ranging from family and life to health, money and work.
• Support: Online chat or telephone service for urgent support in a crisis.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.