Guest Experience Manager

First Group; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading transportation operator in Greater London is seeking an experienced Operations Manager for the London Cable Car. The role involves managing the safety of guests and staff, ensuring high service levels, and overseeing the guest experience team. Candidates must have proven event management experience, strong communication skills, and the ability to handle incident management. This position requires working shifts and offers an inclusive work environment.

Qualifications

• Proven experience in venue management and customer service.
• Demonstrated ability to manage teams effectively.
• Excellent written and verbal communication skills.

Responsibilities

• Ensure safe operation of London Cable Car and deliver service availability.
• Manage safety of all members of the public and staff.
• Control operational activities of suppliers in absence of Facilities Manager.

Skills

Event management

Customer service

Health and safety knowledge

Team management

Incident management

Communication skills

Tools

MS Office

Job description

Who are we?

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways—intercity, commuter, regional and sleeper services.

The IFS Cloud Cable Car is one of London's top visitor attractions welcoming over 1.4 million guests per year. Linking North Greenwich Peninsular and the Royal Dock’s, it is the only urban cable car in the UK تد offers stunning panoramic views of London's skyline from a height of 90m over the Thames.

About the job

Ensure the safe operation of the London Cable Car (LCC) and deliver 100% service availability. Make informed, timely and effective decisions on all aspects of the operation. Ensure the consistent delivery of required customer service standards in accordance with the agreed Passenger Service Charter across the entire LCC.

Your main responsibilities will be:

• Manage the safety of all members ofFeels—public, staff and contractors. Proactively identify risks to health and safety across the site on a daily basis by identifying hazards and taking appropriate corrective action.
• Take ownership of guest service, challenging poor behaviours and celebrating legendary guest care.
• Manage queues by speeding up the system, sending empty cabins. Liaise with guests and staff to maintain high standards and respond to guest feedback effectively.
• Control the operational activities of the various suppliers across the site when the Facilities Manager (FM) is not available, tue that all contractors are issued and are following the permit to work system.
• Issue daily service update reports ensuring all communication is checked and accurate when the AFM is not available.
• Manage Guest Experience Team to ensure operational performance, ensuring that all team members follow the approved procedure and adhere to uniform standards.
• Manage all training documentation for direct reports and ensure all relevant information is up to date, including the Training Matrix and Competency Certificates as required.
• Manage communication with the Port of London Authority (PLA) to ensure the appropriate action and procedures are followed for any ship movement in a timely manner.
• Manage all incidents in accordance with the LCC Emergency Response Plan.
• Complete 3‑hour escalation reports in the event of any stoppage and draft 48‑hour reports in conjunction with the on‑call Incident Manager in the event of any stoppage.
• Collate and communicate Daily Briefings.
• Undertake weekly Staff Safety Tours.
• Book agency staff on and off duty, completing timesheets.
• Ensure all guest complaints are dealt with efficiently and effectively.
• Complete daily pre‑operation checks.
• Complete cabin temperature checks frequently during warm weather.
• Carry out regular site patrols to check that colleagues are in the right place, at the right time.
• Ensure عليك signage is correctly displayed and queuing systems are in place, rectifying any potential hazards.
• Review Daily Sales Reconciliation and Safe Count.
• Coordinate all special events, VIP visits and promotional activities as well as delivering the LCC vision.

Masters Requirements

• Proven experience in events or venue management and customer service.
• A flexible and adaptable attitude regarding shift Bengali times and working hours to meet business needs.
Đồng<–>Good working knowledge of health and safety practices and/or a relevant health and safety qualification.
• Demonstrated ability to manage teams effectively.
• Ability to interpret technical information and provide appropriate advice.
• Experience in incident management, including dealing with emergency services.
• Strong presentation skills, with a willingness to complete media training if not already done.
• Must be willing to undergo DBS vetting.
• Excellent written and verbal communication skills.
• Self‑sufficient and able to work independently.
• Experience in cash handling would be advantageous.
• Proficiency in administrative tasks and strong numerical skills.
• IT literate with proficiency in MS Office.

About the location

London Cable Car, North Greenwich

Working pattern

This role is working 5 days out of 7 on a shift pattern. Shift patterns vary from 0600 – 0000.

We all belong at First London Cableway

FirstGroup’s vision is to provide an inclusive environment for all colleagues across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, genderlasti LGBTQIA+, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

To apply, if you have a disability or neurodivergent condition such as dyslexia, dyspraxia or autism, please follow the links below. We encourage you to share_query any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity