Assistant Guest Experience Manager
hace 2 días
London
JOB DESCRIPTION Job Title: Assistant Guest Experience Manager Reports to: Operations Manager Direct reports: Guest Experience Ambassadors Hours: 42.5 hours per week, worked on a roster pattern that includes weekends, Bank Holidays and evenings. Late‑night and early‑morning shifts may also be required to support events. Contract: Temporary (minimum 6 months). Suitability for a permanent position will be considered at the end of the term. Annual Salary: £34,900 (pro‑rated for the duration of the temporary contract). THE PERKS • 33 day’s Holiday, • Length of Service Benefit – additional day holiday for every year (capped at 5 years), • Employer pension contribution of 5% of your annual salary, • Private Medical Insurance, • Life Assurance of 4 times your annual salary, • Complimentary tickets to The View ROLE PURPOSE You will play a key role within the Guest Experience team, overseeing the day‑to‑day operation of the attraction and ensuring guests receive a premium, customer‑focused service. You will lead the Front of House function, inspiring and motivating the team to deliver engaging, high‑quality experiences while supporting the growth of secondary revenue. WHO WE ARE LOOKING FOR You have a passion for delivering great service, and you are experienced in leading guest facing teams. You are a role model, a great motivator, and able to get the best out of your teams. You work well under pressure, and have the ability to manage challenging situations including accidents, incidents, and emergency situations. TO APPLY Send your CV to jobs@theviewfromtheshard.com or apply directly on LinkedIn by 21 June 2026. To fast track your application, send us a short video introducing yourself, and letting us know why you would be perfect for the role. ABOUT US Designed by renowned architect Renzo Piano, The Shard is one of London’s most iconic skyscrapers. At 800ft high, The View from The Shard offers unrivalled 360-degree views across the city. Join our team and be part of a friendly, collaborative environment based at The Shard. You’ll work alongside passionate colleagues who are dedicated to delivering exceptional experiences, supporting one another, and creating unforgettable moments for every visitor. Together, we celebrate creativity, teamwork, and the joy of sharing London’s most breath-taking views. YOUR RESPONSIBILITIES GUEST EXPERIENCE • To ensure an excellent standard of customer service is delivered by all team members by monitoring and continually seeking to improve customer service standards., • To lead and motivate the team to ensure that they are undertaking their allocated tasks and responsibilities., • Manage customer complaints and queries in the first instance and know when it is appropriate to escalate the complaint to a more senior manager., • Demonstrate a positive presence by being alert and aware of guests, presenting yourself to the highest standard and demonstrate you are approachable., • Ensure that all areas of the guest journey and the viewing galleries are maintained to the highest standards of presentation., • To deputise for the Retail Manager and Operations Manager when required. COMMERCIAL AND TICKETING • Oversee the operation of the ticketing and retail areas (including supporting the photo opportunity and F&B)., • Be aware of promotional activity and ticket types, ensuring ticketing procedures are followed., • Assist and serve guests at purchase points, handle transactions., • Ensure income generation activities are maximised, ensuring teams are upselling products at purchase points., • Oversee the smooth running of the retail shop, ensuring all goods are received, and stored correctly and replenishment when required. PERFORMANCE AND RESOURCE MANAGEMENT • Responsible for ensuring that the team is competent in performing the requirements of the Guest Ambassador role., • Actively promote the processes of the annual staff appraisal system aimed at supporting and encouraging staff to give of their best performance and strive for operational and service excellence., • Ensure that all administration relating to personnel matters is completed and that accurate and timely records are maintained., • Active support of structured training programmes in line with any brand, vision, culture and values, statutory requirements (e.g. H&S, etc) and yearly objectives., • Be Involved in the recruitment and selection; conduct group assessment days., • Assist with a structured programme of training and systematically review/give constructive feedback to ensure that procedures and required standards of performance are made clear, • Effective performance and attendance management., • Management of the staff rosters and day allocations. OPERATIONAL STANDARDS • To frequently work Duty Manager Shifts, acting as the main point of contact regarding the daily management of the operation and responsible for the general running of the attraction., • To support the Senior Management Team in adopting the role of ‘Bronze Command’ in an Incident Management Situation by implementing key decisions and instigations made by the SMT., • Support the Operations team with developing a comprehensive set of Standard Operating Procedures (SOPs) relating to ticketing, retail and e-commerce and ensuring these are practiced, • To undertake and ensure compliance with Health, Safety and Fire procedures, • Assist with the preparation of emergency and evacuation procedures, • Instruct team members on controlling crowds - organising queues, and managing guest flow, • To support the retail function with system administration on an ad hoc basis., • Ensure team members carry out daily checks. Coach/train team members to recognise faults/problems, • Ensure that all areas of the attraction are clean, safe, tidy and hazard free, • To work and manage out‑of‑hours events, including both ticketed and private events, ensuring effective coordination, operational readiness and on‑site support to deliver a safe, high‑quality experience for clients and guests. KEY SKILLS • Experienced in managing a guest service team in a premium hospitality venue, visitor attraction or entertainment venue., • Demonstrable evidence of delivering excellent customer service and maximising revenue generation., • Experienced in managing large guest experience or front of house teams., • Experience in operating EPOS and/or electronic ticketing systems., • Experience of achieving performance objectives, particularly with regards revenue generation., • Ability to motivate the team to increase sales and ensure efficiency., • Ability to work effectively in a team with good leadership and motivational skills., • Good knowledge and experience of providing premium customer service., • Strong interpersonal skills with competence in building and maintaining effective working relationships at all levels of the organisation and with external stakeholders., • Knowledge and passion for London., • Knowledge and experience of implementing HR policy and procedures in the workplace, including recruitment and health & safety., • Excellent communication, customer service and influencing skills, communicating clearly and confidently in English to a diverse range of guests, staff, peers and managers verbally and in writing., • Exemplary personal presentation standards., • Proficient in the use of Information Technology, able to design and maintain spreadsheets and analyse data produced with a good working knowledge of Microsoft Office with the ability to quickly and easily learn other software., • Able to use telephones, radios, computers and other technology as required, to aid carrying out your duties.