Reception Manager Monday - Friday in London

At Vacherin, our values are at the heart of everything we do. We are Precise in delivering exceptional food and service, Personal in the way we build genuine relationships and care for others, and Bold in embracing new ideas, creativity and innovation. Together, we create memorable experiences for our clients while supporting each other to grow and succeed.

Are you passionate about food, drink and exceptional service? Would you like to join an award-winning hospitality team and still make it home for dinner? We're looking for a Reception Manager to join our team in London.

Location: London, EC2M 2QS

Rate of Pay: £42,000 per annum

Working Pattern: Monday - Friday, 40 hours per week, 08:00am - 17:00pm

Key Responsibilities:

• Lead and manage reception teams of 7 (might be growing) across three locations, ensuring consistent service standards and guest experience.
• Act as the main point of contact for clients, stakeholders, and site teams.
• Ensure all receptions operate efficiently, professionally, and in line with client expectations.
• Set objectives and be responsible for the day-to-day running of the reception with a team of 5 staff members, including managing the recruitment and selection process.
• Assess employee performance and recognise training needs and potential as appropriate.
• Monitor the work of all team members and carry out appraisals ensuring that information is filed appropriately.
• Hold team meetings on a regular basis to communicate targets, standards required and company and client information.
• Work in conjunction with Deputy Head of Entrée to prepare client reports and presentations.
• Develop and evolve all client services at location, ensuring regular adjustments and improvements are both recommended and implemented.
• Act as a positive ambassador for the business.
• Attend all necessary meetings with FM and other departments.

Client Services:

• Ensure that service levels are maintained always to the highest degree and constantly exceeded.
• Pay particular attention to client care to ensure that all visitors receive a warm, courteous, and prompt welcome on arrival.
• Regularly monitor guest feedback and produce a suitable action plan based on the results.
• Be guest focused at all times, by being visible, approachable, and quick to exceed expectations.
• Ensure that all agreed service objectives and KPIs are met in line with client expectations.
• Develop and sustain good working relationships with the client at the relevant site.
• Actively gain customer feedback and use the information to improve the offering.
• Coordinate the activities of the reception teams and switchboard.
• Ensure that you deliver what you promise to the guests, client, and team.
• Liaise with clients and provide excellent customer service.
• Take full ownership of the reception and all associated areas, ensuring they are kept clean and tidy.
• Handle all incoming telephone calls/enquiries promptly, giving a warm, courteous welcome.
• Create training manuals and reception and switchboard standard operating procedures.

Hospitality & Meeting Room Management:

• Ensure that the meeting rooms are set-up within the agreed standards.
• Complete daily and meeting room checks.
• Pro-actively manage the meeting rooms/spaces on each floor.
• Respond to all additional client requests swiftly.
• Ensure the reception area is kept immaculately throughout the day.
• Oversee and handle room bookings and liaise with catering to deliver service when required.
• Manage the company Intranet pages relevant to the client floor and service provided.
• Provide AV and video conferencing support.
• Manage any content displayed across the assigned demise, ensuring these are up-to-date.

Managing and Development of the Team:

• Ensure the development and progression of the team members.
• Assist in maintaining an annual training plan and action.
• Motivate, mentor, lead by example and inspire the team.
• Provide feedback and coaching to any member of staff.
• Ensure that all team members book and take the appropriate amount of annual leave.
• Maintain and control the levels of unit staffing and costs.
• Complete and maintain all personnel and training records.
• Ensure that information is cascaded effectively throughout the business.
• All employees are required to attend statutory training as advised by the company.

What's in it for you?

• Personal Development and Training opportunities.
• Life assurance scheme.
• Pension scheme.
• Holiday allowance.
• Access to Healthcare Support App.
• A great wellbeing strategy.
• Regular social events and communication with our leaders.
• A holiday purchase scheme.
• Volunteering days.
• Professional subscriptions.
• Recognition schemes and people awards.
• Long service awards.
• Access to some great high street discount vouchers.