Guest Services Assistant

About the role

Guest Services Assistant

Liverpool ONE (Part Time, Permanent, Shifts and salary to be confirmed.
* Responsible for providing an exceptional guest/customer
experience at Liverpool ONE.
* As the main point of contact for face to face
and switchboard guest enquiries, the Guest Services Assistant will work as part
of a small team to provide proactive solutions, recommendations and
personalised services to exceed guest expectations.
* They will deliver daily operations and services out of
the Information Centre, smoothly and at a consistent high level
of presentation in line with Liverpool ONE brand values.
* Whilst the Information Centre acts as the hub
for Liverpool ONE services, the role is flexible and will involve
providing visitors with a proactive customer service across the Liverpool ONE
estate, anticipating customer needs and ensuring the best Liverpool ONE
welcome.
* Additionally, they will work as a team to build positive
relations with brand partners, colleagues, service providers and Shopmobility
ensuring high levels of engagement and brand presentation are maintained at all
times.

Principal Accountabilities:
* Deliver Liverpool ONE guest services, such as (but
not limited to) Liverpool ONE guest enquiries, Gift card sales and enquiries,
lost and found, wayfinding, guest mobility, accessibility, tourist information,
public transport enquiries, washroom facilities, brand partner liaison, and
guest feedback. The role will also be responsible for administering first aid.
* Deliver a seamless approach to service delivery in the Information Centre.
* Proactively welcome all guests, anticipating their needs and concerns and
acting as a liaison between all departments whilst owning the situation to
resolution.
* Support the Senior Guest Services Team Leader, Guest Services Team Leaders
and the wider team on day-to-day tenant liaison and face to face communication,
ensuring standards are in line with brand partner handbook, escalating issues
where needed. In addition ensure regular visits to stores to encourage use of
the Liverpool ONE app.
* Develop and maintain knowledge of the Liverpool ONE brand partner offer with
insider information on services, products, offers, events as well as the wider
Liverpool city region destination offer.
* Support the marketing efforts to drive occupier sales, specifically the
loyalty programme through encouraging occupier participation in Liverpool ONE
events and programmes, as well as ensuring store teams are regular users of the
Liverpool ONE occupier app.
* Be the eyes and the ears of
Liverpool ONE, ensuring the prompt reporting of any standards
that are not in line with expectations
* Manage the Liverpool ONE telephone switchboard
system, ensuring all enquiries are answered promptly and directed accurately.
* Contribute generally to Liverpool ONE  supporting its vision, values,
aims and objectives, ensuring that consistent best practice is adopted
* To undertake and execute any other reasonable duties as requested by the
Guest Services team leader.
* Adhere to, and consistently demonstrate the Liverpool ONE Values, complying
with Health and safety regulations.
* Ensuring Liverpool ONE is ready to welcome any guests
and support their needs, whether that is accessibility support, signage, tensa
barriers for occupier or Liverpool ONE events, dog bowls

Interested? Please send your CV to katy.colton@sefton.gov.uk or call 0151 934 2876