Guest Experience Host

Luton, England, United Kingdom

1/2/2025

About The Job

The Guest Experience Host will work in our Guest Experience Team where the purpose is to ‘delight our guests by making travel safe, accessible, simple and enjoyable’. Guest Experience Hosts will act as a primary point of contact, extending a professional and friendly welcome to guests and offering information whenever enquiries arise.

We achieve our purpose as a department by focusing on service, standards, safety and security.

Key Responsibilities And Accountabilities

Service

• Provide support at all guest touchpoints at the discretion of the operational team.
• Provide a professional and friendly welcome and up to date information to guests whilst based at the information desk(s).
• Stay updated on airport policies, procedures, and airline information to provide accurate guidance to guests.
• Proactively provide accurate and helpful information regarding airport facilities, services, and flight details.
• Address guest enquiries, concerns, and requests in a timely and professional manner.
• Greet guests with a friendly and approachable demeanour, assisting with wayfinding through the airport, including directing them to check-in desks, security checkpoints, and departure gates paying particular attention to those requiring special assistance.
• Identify and support any vulnerable guests.
• Record area-specific common issues and frequently asked questions and make suggestions for improvements.
• Maintain an active service radar by monitoring, anticipating, and addressing guest requirements at all points in the guest journey.
• Greet guests on arrival into the Airport, with an awareness of flight schedules and potential guest needs.
  
  

Standards

• Manage queues as directed to minimise wait times, record wait times, and
  
  

proactively identify and execute opportunities to improve the flow of guests.

• Coordinate with Guest Experience Ambassadors and Guest Experience Duty Managers to maintain a consistent level of service throughout the airport.
  
  

About You

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED:

The candidate will have a positive outlook and attitude, will be capable of identifying and resolving problems and possess good organisational skills. A prospective candidate will be capable of working on their own initiative as well as part of a team. They will be task oriented, able to communicate well with all stakeholders, be guest focused and capable of delivering excellent guest services. The candidate must also be able to demonstrate any previous experience of working in and an understanding of Airport operations.

The nature of the operation demands an adaptable persona willing to learn and encompass new tasks as well as being keen to assist the development of both the department and operation as a whole. We are looking for a person to join a new team based as part of a new function in an existing department, with strong engagement and interpersonal skills.

The Ideal Candidate Is Expected To Hold And Have Some Experience And Knowledge In The Following, However This Is Not Mandatory

• Customer/Guest Service, strong interpersonal skills
• Awareness of The LLA Way
• Aviation/Airport processes
• Communication on various levels i.e. written, verbal and face to face. Language speakers are preferred.
• Familiarity of Terminal infrastructure e.g. Gates, FIDS
• Understanding of immigration rules and controls for entry into the UK.
• Emergency Procedures
• Can prioritise and adapt to a rapidly changing environment
• Organised and flexible
• Contribute to maintaining a clean, safe environment for our workforce, guests and all other stakeholders by:
• Monitoring the functionality assets, such as flight information displays and self- service kiosks, and report any malfunctions for prompt resolution.
• Monitoring and reporting any maintenance or cleanliness issues.
• Reporting Near-Miss, Hazard Observations and cooperate in any relevant investigations.
  
  

Safety and Security

• Report and escalate any safety and security concerns and breaches.
• Support contingencies as directed during irregular operations.
• Participate in ongoing training programs as required to stay updated on safety procedures, emergency protocols, and asset management best practices. Stay informed about emergency protocols, updates, and changes, and communicate relevant information to guests as needed.
  
  

Application process

* Please do not apply on this site *

Please Email Your CV And Cover Letter Using Reference GXH2412 In The Subject Line. In The Body Of The Email Please Make Sure To Include The Following

• Current and expected salary
• Notice period/availability to start
• Right to work in the UK/sponsorship required
• Whether you are happy to travel to Luton 3 days a week