Experienced Host

30 May 2019
18 Jun 2019
Engineering, Defence
Contract Type
Full Time
Are you passionate about delivering the highest standard of customer service?

Do you thrive in a busy environment? (We have residents, tourists and football fans too).

Can you demonstrate going the extra mile for customer satisfaction?

If you have answered yes to all three of these then we have the role for you???

VSG are excited to announce that we are seeking a qualified customer service professional to function as an Experience Host for an upcoming mixed use estate in London

With a passion for people and a desire to provide an enjoyable and unforgettable experience the ideal candidate will come from a customer focused background with the ability to thrill and enhance our visitors experience to our estate.

Second best is not good enough. We are here to deliver a first-class service to be proud of by continually improving our skills and competences so be prepared to continually improve yourself and grow your Host experience in this fast-paced role.

A real passion for customer interaction is key to succeed in this role as the end purpose of all the work we undertake is to make Visitors and Occupiers feel 'special'. We will achieve this by consistently delivering the highest standards of service, taking pride in our personal appearance, the work we do and how we interact courteously with clients and colleagues.

Do you always ask yourself 'how could we do better?' - we all have a role to play in improving the standards of service we deliver and looking for ways to improve the Experience, so If you have this continual improvement outlook then this will stand you in good stead to ensuring we succeed in providing the greatest possible experience to all that visit our estate.


* To guarantee our Visitors and Occupiers experience an excellent level of service, greet incoming and departing Visitors and Occupiers warmly, with a genuine smile and eye contact.

* Deliver world class customer service (measured through Visitors and Occupiers research and mystery shop initiatives).

* Have a detailed knowledge of the local area and the ability to provide accurate wayfinding information to Occupiers and Visitors.

* Have a detailed knowledge of the current services in the area and the ability to direct Occupiers and Visitors accordingly

* To meet monthly with other hosts (Security / Cleaning) to agree the experience development plan.

* To record and manage lost property in line with procedures.

* To record details of inquiries, comments, compliments and complaints in line with procedures.

* To conduct periodic satisfaction surveys

* To always promote the site ethos

The Person:

* A passion for enhancing Visitor and Occupier experience's

* Computer savvy with a high level of literacy and numeracy skills

* A self-starter, who has the ability to think on their feet and to take pro-active action to enhance Visitor and Occupier experience.

* To contribute to new ideas that enhance the Visitor and Occupier experience or to make the service more efficient.

* To work closely with their colleagues to collectively enhance the service offered, while at the same time ensuring that they have a strong working relationship with all Occupiers.

* To be very articulate, positive and enthusiastic, ensuring that our Visitors and Occupier receive a very positive message at all times, and that more complex messages are communicated in clear and very professional terms.

* To have good influencing skills to always be able to turn potential negative situations into positive ones.

* To enjoy working outside, throughout the year