Role: Guest Services Host – Temp
Location: St David's Shopping Centre
Hours: 20 hours per week, including evenings and weekends
Rate: £13.45 per hour
Reporting to: Guest Services Lead

Join Us in Guest Services at St David's Cardiff

At St David's Cardiff, we're passionate about creating memorable experiences for every guest who visits us. As one of the UK's leading shopping destinations, we pride ourselves on being more than just a place to shop. We are at the heart of the city, bringing people together through great experiences, outstanding service, and a warm Welsh welcome.

Key Purpose of the Role

As a member of the Guest Services team at St David's Cardiff, you will play a vital role in creating memorable experiences for every guest who visits the centre. You will act as an ambassador for St David's, providing exceptional service, supporting our retail partners, and contributing to a welcoming, safe and vibrant environment for all.

Objectives and Responsibilities

• Deliver a warm, friendly and professional service to all guests, retailers, contractors and colleagues.
• Act as a knowledgeable ambassador for St David's Cardiff, confidently providing centre information, local recommendations and tourism support.
• Respond to guest enquiries promptly and professionally across a variety of channels, including face-to-face interactions, telephone, email and social media.
• Encourage guest engagement and feedback through the Made You Smile platform and other centre initiatives.
• Take ownership of guest feedback, concerns and complaints, ensuring these are resolved effectively and followed through to completion.
• Support the delivery of centre events, campaigns and activities that enhance the guest experience.
  
  

Operational Excellence

• Manage key Guest Services functions, including lost property, accessibility support services and other guest-facing facilities.
• Ensure all guest enquiries, requests and incidents are accurately recorded and communicated during team handovers.
• Use communication systems, including radios, confidently and professionally.
• Maintain a thorough understanding of the centre, its retailers, facilities, services and surrounding local area.
• Report maintenance issues, defects or potential hazards promptly to the appropriate teams.
• Ensure Guest Services areas are always clean, organised, welcoming and presentation-ready.

Teamwork and 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 with colleagues, contributing to a positive and inclusive team culture.
• 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 environments throughout the year.

Health, Safety and Compliance

• Follow all company policies, procedures and centre-specific requirements at all times.
• 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 all equipment and personal protective equipment (PPE) correctly and in line with training received.
• Contribute to maintaining a safe and secure environment for guests, retailers and colleagues.

Information Security

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

Key Skills and Behaviours

• Passionate about delivering outstanding guest experiences.
• Excellent communication and interpersonal skills.
• Positive, approachable and professional manner.
• Strong organisational and time-management skills.
• Ability to take ownership and accountability for tasks and guest enquiries.
• 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 to a positive working environment.
• Attention to detail and commitment to maintaining high standards.