Guest Services Assistant (m/f/d)

• Proactively approach the guests who might benefits from any services (take photos, store luggage , HFS and other services, info on boutiques, or just to have a chat while they are waiting for someone)
• Support arrival and departures for Shopping express and Wertheim shuttles (incl. cleanliness of the shuttles and motivation of driver)
• Work together with other hospitality figures colleagues in the village (Concierge Services, Security and Housekeepers, as well as brand partner’s staff colleagues)
• Assist boutiques/ brand partners, VIP Lounge and Guest Services to support the needs of our guests and enhance hospitality where required.
• Help identify any key areas of concern during a shift where there might be guest satisfaction issues, such as long queues, service deficiencies and maintenance requirements.
• Be present at the main entrances and other identified locations, as well as roving leisurely throughout the village.
• Verbally welcoming guests and have an engaging attitude
• Assisting Guest Lounge with arrivals, events and the needs of the guests as directed.

• Plan and implement hospitality initiatives within the Village Visitor Centre, continuously improving on these to surprise & delight our guests.
• Assist and advise guests with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them
• Provide knowledgeable insights regarding all Brands and the unique offer/promotions, within the Village
• Proactively provide feedback & suggestions on any aspect of the delivery of Hospitality or our services, which will enhance the experience of our guests and further raise our performance above their expectations
• Own and resolve customer complaint situations in a professional & reassuring manner and in accordance with company policy
• Support and deliver loyalty programs such as Privilege and Miles&More
• Selling and administration of Gift Vouchers and Wertheim Souvenirs
• Promotion and cross-selling of all added services associated with the Village (baggage drop)

• At least 3 years of experience ideally within the Hospitality, Tourism, Leisure or Retail industries
• Intuitively understand the importance of excellence of customer experience / hospitality
• Desire and drive to provide excellent world class hospitality and proven examples of guest experience
• Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence
• Ability to prioritize and adapt effectively and remain calm under pressure
• Flexibility in terms of working hours and pattern (including Saturdays)
• Sound understanding of retail, tourism and leisure sectors or desire to learn
• Interest in and knowledge of the local area
• Professional, friendly and approachable manner
• Computer literate and fully conversant in the full suite of Microsoft Office Applications
• Conversational German & English written & spoken, any other language knowledge is desirable.