Role: Guest Services Host – Temp
Location: Braintree Village Shopping Centre
Hours: 6 hours per week, including evenings and weekends
Rate: £13.45 per hour
Reporting to: Guest Services Supervisors

Join Our Guest Services Team at Braintree Village

At Braintree Village, we're passionate about delivering exceptional experiences for every guest who visits. As one of the UK's leading designer shopping destinations, we pride ourselves on creating a welcoming, vibrant, and memorable environment where guests can enjoy great shopping, excellent service, and a day out to remember.

Key Purpose of the Role

As a Guest Services Host, you will play a key role in enhancing the experience of every guest who visits Braintree Village. Acting as an ambassador for the Centre, you will provide outstanding service, support our brand partners, and help ensure a safe, welcoming, and engaging environment for all.

Responsibilities

Guest Experience

• Deliver a warm, friendly, and professional service to all guests, retailers, contractors, and colleagues.
• Act as a knowledgeable ambassador for Braintree Village, confidently providing information about the Centre, retailers, services, events, and local attractions.
• Respond professionally to guest enquiries through a variety of channels, including face-to-face interactions, telephone and email.
• Encourage guest engagement and feedback through initiatives such as Made You Smile and other guest experience campaigns.
• Take ownership of guest enquiries, feedback, and complaints, ensuring they are resolved effectively and efficiently.
• Support the successful delivery of centre events, promotions, and seasonal activities.

Operational Excellence

• Manage key Guest Services functions, including lost property, accessibility services, mobility equipment, and other guest-facing services.
• Accurately record and communicate guest enquiries, incidents, and service requests during team handovers.
• Use communication systems, including radios, confidently and professionally.
• Maintain a strong knowledge of the Centre layout, retailers, facilities, services, and surrounding local area.
• Report maintenance issues, defects, or safety concerns promptly and appropriately.
• Ensure the Guest Services area remains clean, organised, welcoming, and presentation-ready at all times.

Teamwork & Professionalism

• Build positive working relationships with guests, retailers, centre management, and colleagues.
• Demonstrate flexibility and adaptability to support the changing needs of the business.
• Work collaboratively within the Guest Services team to create a positive and inclusive working environment.
• Maintain a professional appearance and positive attitude at all times.
• Participate in training, coaching, and development opportunities to continually enhance skills and knowledge.
• Be prepared to work across both indoor and outdoor areas of the Centre.

Health, Safety & Compliance

• Follow all company policies, procedures, and site-specific requirements.
• Carry out duties safely and in accordance with health and safety legislation, risk assessments, and safe systems of work.
• Report incidents, hazards, near misses, and unsafe conditions promptly.
• Use equipment and personal protective equipment (PPE) correctly and in line with training provided.
• Contribute to maintaining a safe and secure environment for guests, retailers, and colleagues.

Information Security

• Maintain the confidentiality of guest, colleague, retailer, and business information.
• Comply with all information security and data protection requirements.
• Identify and report actual or potential information security risks and incidents.
• Handle personal data responsibly and in line with company procedures.

Key Skills & Behaviours

• Passionate about delivering exceptional guest experiences.
• Excellent communication and interpersonal skills.
• Friendly, approachable, and professional manner.
• Strong organisational and time-management skills.
• Ability to take ownership and accountability for guest enquiries and tasks.
• Confident using Microsoft Office applications, including Outlook and Excel.
• Flexible, resilient, and able to adapt to changing priorities.
• Strong team player who supports colleagues and contributes positively to the wider team.
• High attention to detail and commitment to maintaining exceptional standards.
• Enthusiastic, proactive, and committed to creating memorable experiences for every guest.