Front of House Receptionist - 2-4 Eastcheap, London

Purpose of the Role

Overall Purpose/Aim:

The main purpose of the role is to maintain a presence on the front of house area in addition to common areas between reception and the common area. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants and clients. You will be a customer service professional, have a positive and bubbly personality and have natural flair with service delivery. You will adopt a ‘One Team’ approach, ensuring that all Trusted Service Partners work as one in the Customer Journey. You will deliver and promote others to deliver exceptional service and creating a lasting impression to all.

Key Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception area is kept clean, tidy and welcoming and to five star audit standards.

• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied it must be kept in an acceptable and clean condition at all times. You must adhere to the dress and appearance guidelines.

• To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/Supervisor/RFM.

• Compile monthly service report and attend Monthly Reception Services Meeting with RFM

• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving FOH Service.

• To acknowledge and action helpdesk jobs as they are being submitted and communicate them to the Engineering department when necessary.

• To take ownership of the of the current visitor management system, providing content to support the buildings occupier platform including administrating new users.

• To actively participate in the training of cover staff

• Establish a professional working relationship with your Team, tenants and contractors of the property or properties and be the first point of contact for the building.

• Meet and greet all visitors reporting to the reception desk and maintain an accurate log of all visitors’ records.

• When required you will be expected to Lobby Host in the Reception area and Welcome visitors into the Building.

• Where possible each occupying tenant should be contacted prior to allowing a visitor beyond reception, to obtain their authority.

• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.

• To answer the telephone and on-site intercom system for all tenant queries in a professional manner.

• To maintain and keep up to date accurate reception operations manual of reception processes and procedures both site/tenant specific and department.

• To maintain a physical presence at the reception desk it is not to be left unmanned at any time during building opening hours.

• To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.

• To sign in deliveries for the tenants. To document the delivery on the required paperwork and to obtain a signature from the tenants (upon providing evidence of ID) when they collect the goods

• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during team members absences.

• To carefully complete all log reports that may be required by the employer or the building management team.

• Managing communications and updates to occupiers within the property as and when required.

• The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.

• To assist other employed staff, building occupiers and visitors in the event of an emergency.

• To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company and site procedures.

• To be aware of and abide by all rules, terms and conditions of the company at all times.

Skills, Knowledge and Experience

It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

• Excellent verbal and written communication.

• General Education to GCSE standard or equivalent standard.

• Reliable, helpful and well presented.

• You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.

• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels

• Team player with strong customer service skills, able to provide a helpful and polite service.

• Pleasant telephone manner and efficiency in relaying messages and taking instructions.

• Excellent communication skills.

• Ability to deal with confidential information.

• Good organisational and time management skills.

• Careful and conscientious with an aptitude for attention to detail.

• Willingness and ability to learn on the job, keen to undertake training and career development.

• Solid Corporate Customer Service Experience

• A bubbly, positive attitude, and a visible passion for customer services.

• You will be acutely aware of your surroundings and occupiers – ensuring that service levels do not drop and all visitors/occupiers are seen to in a timely manner

• You will understand the importance of 5* Service delivery

• Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint, Access Outlook.

Working Hours - 8am - 6pm - 1 hour unpaid lunch break

Salary - £34,765

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Please see our Benefits Booklet for more information.