Guest Service Host

About the Role

Join our team at Westgate Oxford Shopping Centre as a Guest Services Host where you will be the welcoming face of the centre and play a key role in delivering an exceptional guest experience. Based within the Guest Services Lounge and reception area, you will provide a professional, friendly, and efficient service to all visitors, retailers, clients, and stakeholders.

You will be responsible for managing reception duties, handling guest enquiries, and ensuring every interaction reflects the high standards of Westgate Oxford. You will take ownership of all enquiries, using excellent listening and communication skills to identify guest needs and provide effective solutions, always striving to exceed expectations.

Responsibilities

• Welcome guests, visitors, clients, and contractors in a professional and friendly manner.
• Manage the reception and Guest Services Lounge, ensuring a positive first impression at all times.
• Handle face-to-face, telephone, and email enquiries promptly, professionally, and efficiently.
• Provide information, directions, and assistance to visitors, ensuring an outstanding customer experience.
• Process Westgate Oxford Gift Card sales and maintain accurate records.
• Manage and administer lost property procedures.
• Maintain high standards of presentation, cleanliness, and housekeeping throughout the reception and guest lounge areas.
• Build strong working relationships with colleagues and support the centre's "One Team" approach to customer service.
• Assist the management team with administrative and reception-based tasks as required.
• Support centre events and activations, including seasonal campaigns, Artisan Markets, craft clubs, Sip sessions, and other promotional activities.
• Respond appropriately to customer complaints, following established procedures and escalating where necessary.
• Remain vigilant and report suspicious activity to the Control Room in line with centre policies.
• Support emergency procedures, including Fire Emergency situations, as directed.
• Uphold Westgate Oxford and Landsec values in all aspects of your role.
  
  

What We Are Looking For

We are seeking a motivated, customer-focused individual who is passionate about delivering excellent guest and reception services.

The ideal candidate will have:

• A minimum of two years' experience in a customer-facing, retail, hospitality, reception, or similar environment.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Experience handling enquiries via telephone, email, and face-to-face interactions.
• The ability to remain professional, calm, and solution-focused in challenging situations.
• Strong organisational and administrative skills with attention to detail.
• A confident, positive, and professional approach.
• The ability to work effectively both independently and as part of a team.
• A willingness to learn, develop, and adapt to the needs of the business.
• Flexibility to work a varied shift pattern and support centre events when required.