Front of House Receptionist

Our vision at Cushman & Wakefield is to be the world’s preferred real estate firm, providing the most creative and innovative services on a consistent basis, to drive meaningful value to our clients and to be the best in what we do. We aim to achieve our vision by mobilizing and delivering our vast knowledge, resources and talent throughout the world on behalf of our Clients, and to enable them to make the most informed real estate decisions. We are not only striving for supreme Occupiers/Guest satisfaction but also extremely focused on employee engagement, and strive to accomplish all of the above by our company core values – Integrity & Respect, Collaboration & Trust, Confidence and Mentorship.

Role Purpose:

Our Front of House team members are expected to represent Cushman & Wakefield and deliver genuine and personalised service to all our Occupiers and Guests. As our Front of House team members you offer warm, personal, confident, interactive, direct and affirming service to our Occupiers/Guests ensuring effective and memorable experiences. As Front of House team members, you should be able to perform in a fast paced environment and manage challenging situations intelligently by offering instantaneous resolutions.

Core Responsibilities

• Welcome all Occupiers & Guests to ensure their arrival and departure experience is genuine, friendly and efficient.
• Deliver exceptional and memorable Front of House experiences by providing 5 star service.
• Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately.
• Deal with any queries from Occupiers/Guests and offer assistance.
• Ensure to monitor, action and process any emails on the company email account.
• Attend any training as highlighted by your line manager.
• Attend regular One to One Meetings with the Building Manager as requested.
• Maintain and submit monthly site reports as specified for your respective site by the Building Manager.
• Liaise with Building contractors and issues and or/work being carried out within the building.
• Report any relevant information and issues to Building Manager, Building Engineer, Security and Cleaning teams.
• Log any Building Faults/Issues with the Cushman & Wakefield Helpdesk, also report them to the Front of House Coordinator and Building Manager.
• Obtain knowledge about your local area and proactively offer the information to Occupiers/Guests and team members.
• Ensure that all temporary and flexible contracted team members have been trained to Cushman and Wakefield Front of House standards and specifications.
• Create rapport with Occupiers/Guests and maintain excellent professional relationships.
• Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards Health & Safety, Security measures and building access control.
• Understand and strictly adhere to the Front of House departmental procedures and practices.
• Ensure that all Front of House areas are well presented, clean and tidy at all times.
• Carry out any administrative tasks assigned including CAFM and financial data management.
• Receive post/couriers at the Concierge desks and report to Occupiers/Guests where needed.
• Firmly abide by the company grooming standards and etiquette guidelines.
• Ensure all Visitors/Guests are signed in as specified by the Property procedures.
• Ensure reception presence is maintained and reception desk is covered at all times.
• Provide information, directions/escort Occupiers, Guests to their desired locations.
• Proactively offer assistance to all Occupiers and Guests.
• Assist Occupiers and Guests with access barriers and access requirements.
• Ensure any suspicious individuals/incidents are promptly identified and managed, also report any unusual activity to Building Manager and Security teams.

Community engagement and Events

• Actively manage Social Media presence and notifications for the building.
• Update Building Portal with information about the building and keep updated.
• Assist and support Hub Events & Community Manager in arranging, organising and attending events at any or all respective Spelthorne properties.

Qualifications

• Fluent English is essential.
• Previous FOH Experience.

Knowledge & Experience

• Previous Front of House experience necessary.
• Experience of handling challenging situations.
• Experience of delivering exceptional Guest services.

Skills & Personal Qualities

• Ambassador for the Cushman & Wakefield brand.
• Deliver exceptional first impressions.
• Highly committed and passionate to deliver excellent service and drive for Occupier/Guest satisfaction.
• Comfortable in a front facing role.
• Excellent attention to detail.
• Create rapport with Occupiers/Guests and maintain excellent professional relationships.
• Demonstrate commercial awareness within the context of their role.
• Calm, pleasing, friendly and open personality.
• Ability to Multitask.
• Excellent I.T skills - Microsoft Essential.
• Working as part of a team.
• Communication.
• Planning and organization.
• Flexibility and adaptability.
• Time keeping.

Please note: this is a direct search led by Cushman & Wakefield. We only work with recruitment agencies on our preferred supplier list, and only where a signed and in date agreement is in place and the agency has been directly instructed on the role by a member of our Talent Acquisition team. We do not accept speculative or unsolicited CVs submitted to any of our employees or outside of our agreed process. No agency fees will be payable in these circumstances.