Reception Manager

RECEPTION MANAGER

An exciting opportunity has arisen for a Reception Manager to join their Front Office team.

The successful candidate will be responsible for ensuring consistent service standards within the Reception and providing clear direction for the front office team. This hands-on role provides the perfect opportunity for a passionate and customer focused professional, ensuring the highest standards are maintained throughout the department, so that their guests’ expectations are exceeded.

General Duties & Responsibilities

To supervise the daily running of the Reception desk and surrounding area

To ensure that visitors, occupiers and clients are met and greeted in a five-star manner – standing to meet every guest

To ensure visitors are announced as appropriate in line with the site team agreement

To ensure visitors and occupiers are assisted with their queries in a knowledgeable and professional manner

To ensure that additional assistance is offered as and when required

To ensure the guests name is used as appropriate during conversation

To ensure excellent customer care and front of house standards are maintained at all times

To ensure complaints are dealt with in a calm and professional manner

To ensure that the Reception Team adheres to the sites security procedures and regulations as set out by management

To ensure that telephone calls from customers and occupiers are answered in a friendly, timely and professional manner

To ensure any questions or queries are dealt with and escalated where appropriate

To ensure that any maintenance issues in the Reception and lobby area are reported

To ensure that the Reception area is kept tidy and dean at all times

To produce accurate reports as and when needed

To work with the management team in the delivery of initiatives that improve customer/client expectations

To assist in ensuring that the overall security is not compromised at any time by highlighting any irregularities or suspicious behaviour

To assist in ensuring that Health & Safety is not compromised at any time by reporting accidents, near misses, unsafe working environment(s) or unsafe behaviour

To comply with building Emergency Procedures

Experience

Excellent communication skills, including writing, proof reading, and speaking

Excellent interpersonal skills both in person and by phone, with high professionalism

Ability to work under pressure, multi-task and with little supervision

Fantastic customer service ethic and high expectations for quality

Previous experience within a Reception Management role

Knowledge of system Opera beneficial but not essential.

Ability to adjust to business requirements and flexibility

Lead and motivate the Reception team.

Ensure personal presentation is immaculate at all times and action any issues immediately

Manage absence and sickness of your team members

Provide administrative support to the client as and when required.

Proactively manage any ongoing / potential issues

Highlight ongoing or potential issues to the FOH Manager or DM

Communicate information to the team as required in a clear and concise format

Regularly monitor and check the level of service being provided by the reception team ensuring excellence at all times

Ensure that you and the team continually focus on the customer experience delivery, standing to meet every guest and hosting when required

Review and update the standard operating procedures (SOP's) manuals and train your team on new or reviewed procedures

Ensure all enquiries and requests from internal customers to the department are dealt with in a timely manner

Deal with complaints and escalate if necessary

Conduct regular one to one meetings and annual appraisals

Attend trainings and other meetings as required

For more information please contact Charmaine

Personal Presentation

Ability to prioritise

Understands the importance of having a good rapport with our Service Partner and other service providers

Warm, friendly, approachable and passionate

Confident and outgoing nature, good sense of humour and an approachable personality

Innovation concepts and forward thinking
Company
Great People
Posted
01/12/2022
Location
Tring, United Kingdom, gb
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