JOB DESCRIPTION
Job Title: London Expert- The View from The Shard
Contract: The role is offered on a temporary basis for a minimum duration of three months.
Hours: 42.5 hours per week, worked on a roster pattern that includes weekends, Bank Holidays and evenings. Late‑night and early‑morning shifts may also be required to support events.
Reports to: Assistant Guest Experience Manager
Salary: Up to £31,500 per annum (pro-rated)
THE PERKS
- 33 days Holiday (pro-rated)
- Complimentary tickets to The View and 40% staff discount
- Employee Assistance Programme
ROLE PURPOSE
As one of the faces our guests remember long after their visit, you’ll help create unforgettable experiences at the top of the Shard. You’ll bring London to life - delighting visitors, sparking curiosity and creating lasting memories. Working as part of an energetic team, you’ll engage guests through your knowledge and storytelling, sharing fascinating facts and iconic stories that leave every guest smiling and inspired.
WHO WE ARE LOOKING FOR
We’re looking for someone who makes a lasting impression and thrives on creating memorable experiences. You bring energy, confidence and enjoy connecting with people from around the world.
You have an exceptional knowledge of London - its secrets, history, landmarks, culture, the Royal Family (of course), and love bringing these stories to life in an engaging way. With a positive attitude and welcoming approach, you make every interaction count and help create an exceptional guest experience.
TO APPLY
We’d love to see your energy and passion for London! Send us a short video audition (2–3 minutes) introducing yourself and sharing what you love most about London. Send your CV along with an audition video to [email protected] by 28 June 2026.
KEY RESPONSIBILITIES
Guest Experience
- Greet and welcome guests, creating a positive first impression; able to work outdoors for extended periods in all weather conditions
- Proactively share your knowledge of London with guests, including interesting facts, history and stories
- Create and develop unique guided tours, delivering engaging experiences to guests
- Deliver guided tour and London knowledge training to staff members
- Keep your knowledge of London up to date
- Provide premium-quality customer service and guest engagement
- Seek every opportunity to interact with guests, ensuring expectations are exceeded
- Engage and entertain all guests, whether individuals, couples, or small and large groups, ensuring a consistently positive and memorable experience
- Be knowledgeable about our products, offers and ticket types, providing accurate information to guests
- Captivate a diverse audience, ensuring each experience is unique and memorable
- Demonstrate a positive presence by remaining alert and approachable, presenting yourself to the highest standards
- Keep up to date with brand guidelines and adapt to our brand personality
- Conduct site visits and independent research, applying new insights to enhance guided tours and support marketing initiatives
- Wear mascot costumes and uniforms during activations, ensuring all guidelines are followed at all times
Operational
- Set up entrance areas and manage guest queues to ensure a smooth, welcoming and efficient arrival experience
- Ensure the attraction is consistently maintained to the highest presentation standards, taking ownership of your areas of responsibility
- Use initiative to resolve guest enquiries or issues, escalating to the Duty Manager where required
- Actively participate in regular meetings and briefings with managers and colleagues
- Use telephones, radios, computers and other technology as required to carry out duties
- Achieve individual and team KPIs set by the management team
- Support the Duty Manager by handling radio calls and coordinating staff allocations to ensure smooth operations
- Provide support to other departments within the attraction as required
Health & Safety
- Undertake Health, Safety and Fire responsibilities, including acting as Fire Marshal when required
- Ensure compliance with Shard Health and Safety procedures
- Report all breaches of safety regulations, incidents or near misses promptly to the management team
- Help maintain building security, including observation and first response to incidents
- Undertake queue management responsibilities and follow evacuation procedures to ensure the safety of guests and staff
KEY SKILLS & EXPERIENCE
- Extensive knowledge of London, without reliance on reference materials
- An enthusiastic and engaging, theatrical style that builds excitement and anticipation
- Experience in driving sales and achieving targets
- Exemplary personal presentation standards
- Experience working in a premium attraction or hospitality environment
- Ability to proactively engage and connect with guests and colleagues
- Excellent communication, customer service and influencing skills, with the ability to communicate clearly and confidently in English to diverse audiences
- A strong commitment to customer service, with a proactive approach to guest needs
- Self-motivated, with the ability to work effectively both independently and as part of a team
- An awareness of equality, diversity and inclusion and a commitment to creating an inclusive environment for all guests
Desirable:
- Understanding of good health and safety management practices
- Ability to build effective relationships with stakeholders
- Ability to communicate in a second language
- A current First Aid qualification
Pay: £31,500.00 per year
Work Location: In person
