Guest Services Associate

Ethos Farm working in partnership with Unibail-Rodamco-Westfield are pleased to be able to present this great opportunity to work with the premier global developer and operator of flagship shopping destinations. With a portfolio valued at €62 Bn including retail, offices and convention & exhibition venues, the Group owns and operates 102 shopping centres, of which 56 are flagships in the most dynamic cities in Europe and the United States. Our centres welcome 1.2 billion visits per year. Present in 2 continents and in 13 countries, Unibail-Rodamco-Westfield provides a unique platform for retailers and brand events and offers an exceptional and constantly renewed experience for customers.

We are imaginative and bold, always pushing the boundaries to achieve results. Our culture embraces creativity, diversity, and progression, nurturing everyone we work with to reach the top of their profession.

Job Overview

As a Guest Services Associate at Westfield London, you will play a vital role in shaping the first and last impressions of millions of visitors each year. You will be the face of the brand—providing not just information, but meaningful interactions that reflect the world-class, customer-centric values of Unibail-Rodamco-Westfield (URW).

From helping guests navigate the centre’s 300+ shops, restaurants, and leisure attractions, to assisting with family services, accessibility needs, or transport advice, no two days are the same. You will also support centre-wide promotions, gift card sales, and real-time issue resolution—all with a professional, friendly, and unflappable attitude.

This role is ideal for individuals who thrive in vibrant, high-footfall environments and take pride in offering above-and-beyond customer service. You’ll be part of a supportive team, often working at a fast pace, where attention to detail, teamwork, and a warm personality are key to success.

Whether helping a first-time visitor feel at ease, resolving a customer issue with tact, or sharing insider tips about what’s on at the centre, your contribution ensures each guest leaves with a positive memory—and a reason to return.

Main Duties & Responsibilities:

• Provide a warm, friendly welcome to all visitors at key Guest Services desks and roaming service areas.
• Answer guest inquiries related to store locations, events, amenities, transportation, and general mall information.
• Support with the sale and administration of gift cards, promotions, and other customer-facing services.
• Address guest inquiries and concerns promptly and professionally, ensuring a high level of customer satisfaction.
• Deliver outstanding service in line with URW’s premium customer experience standards.
• Collaborate with on-site security, cleaning, and retail teams to support seamless guest experiences.
• Maintain the presentation and cleanliness of all Guest Services areas.
• Support accessibility services and assist guests with additional needs as required.
• Record and manage lost & found items in accordance with company policy, ensuring proper documentation and secure handling
• Assist with guest mobility services such as wheelchair and scooter bookings or Kiddy Car hires.

Qualifications

• Previous experience in a hospitality or guest services role is preferred.
• Strong communication skills with an emphasis on phone etiquette.
• Bilingual or multilingual abilities are highly desirable to cater to our diverse clientele.
• A friendly and approachable demeanour with a genuine desire to help others.
• Ability to work flexible hours, including weekends and holidays as required by the business operational needs.

Join us in creating memorable experiences for our guests while working in a dynamic and supportive environment!