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Welcome Host Apprentice at First London Cableway
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Job Title
As an apprentice, you will deliver the highest standards of service for all the guests and ensure that all visitors are greeted and made to feel welcome.
Responsibilities
- Enhance the IFS Cloud Cable Car Experience with a friendly professional attitude capable of interacting with guests and visitors of all ages
- Support site management with health and safety issues, queue management, emergency incident plans, first aid and fire marshalling
- Actively participate in all areas of the IFS Cloud Cable Car Terminals managed by the Front of House team; entrance to the Terminals, gate-line, platform, ticket office and other external locations
- Successfully maximise sales targets, contributing to an increase in sales of the Value for Money tickets and packages: round trips, River joint tickets, VIP fast track, retail, and any other packages to be introduced to the Cable Car
- Proactive in ensuring any guest complaints are dealt with immediately with a can-do approach, ensuring that they leave satisfied
- Work towards achieving a 5-star level of customer service (Customer Satisfaction Survey 98%+)
- Provide accurate information to guest queries, fare pricing, local transport links and places of interest in the surrounding area
- Ensure a constant high level of personal presentation and that the uniform standards are always adhered to
- Excellent cash handling record, confident and in line with the financial procedures and till reconciliation, and consistent in adhering to the IFS Cloud Cable Car Cash Handling Policy
- Attend all training sessions to improve/refresh knowledge and gain a strong understanding of policies and procedures
- Aid the Guest Experience Manager in organising paperwork and photocopying, maintaining stationery/ticket supplies in the ticket office, safe counts and financial checks and other requirements within reason
- Assist the group bookings department by checking daily the groups due to arrive, completing a group boarding pass and preparing marketing material
- Excellent time management skills
- Assist in the Cable Car Experience café, Virtual Reality, and Teddy Mountain
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Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
CAPITAL CITY COLLEGE GROUP
Training Course
Customer service practitioner (level 2)
Course Contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
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Training Schedule
Customer Service Practitioner level 2.
Essential Qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Customer care skills
Other Requirements
This role involves working 5 days out of 7, or 2 days out of 7 for part-time roles, on a shift pattern. Shift patterns vary from 06:30 - 00:00.
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