Corporate Receptionist - BH in City of Westminster

Overall Purpose

The Receptionist will be permanently based on the reception desk covering the front of house function.

As a Receptionist you represent St James and St James’ clients.

We provide our customers and clients with a high level of customer service and professionalism.

To go the extra mile to keep our customers and clients happy.

To liaise with the occupiers and make the building your own.

Duties and Responsibilities

The below listed task/responsibilities are not exhaustive

• Take full ownership of the reception area and all associated spaces, ensuring they are maintained to the highest possible standard at all times and liaising with cleaning, facilities, maintenance, security and other departments as required.
• Ensure all functions are carried out in accordance with stipulated building protocols, procedures and operational requirements.
• Maintain and update the relevant St James Operations Manual, occupier procedures and telephone database.
• Act as a professional, welcoming and presentable first point of contact for all guests, visitors, occupiers, clients and members of the public entering the building.
• Meet and greet all guests and visitors, providing an exceptional and consistent level of customer service.
• Sign in guests, visitors and contractors in accordance with building security procedures and direct them to the relevant floors.
• Participate in the reception team rota to ensure appropriate front-of-house coverage at all times.
• Assist guests, visitors, occupiers and clients with queries, comments and suggestions in a knowledgeable, helpful and professional manner.
• Deal confidently with difficult, challenging or distressed customers, including angry customers and tourists, remaining calm, professional and solution-focused at all times.
• Maintain strong knowledge of the building, its facilities, occupiers and procedures in order to provide accurate information and assistance.
• Be involved in and assist with pop-ups, events and other activities that periodically take place within the building.
• Receive and answer calls promptly and efficiently, identifying callers’ requirements and transferring calls to the appropriate person or department.
• Manage difficult, sensitive or distressed calls in a calm and professional manner.
• Report accidents, incidents, security concerns and other relevant issues in accordance with building procedures.
• Handle post, deliveries and other incoming items, ensuring these are recorded and managed in line with the building’s Team Agreement and Operations Manual.
• Complete daily administrative duties, including word processing, photocopying, ordering stationery and facilities management tasks as directed by Building Management.
• Complete daily morning reports, ensuring relevant information, updates and issues are accurately recorded and communicated to the appropriate teams.
• Complete allocated morning and afternoon reception tasks to ensure the smooth and efficient running of the front-of-house operation.
• Maintain and update lift screens, ensuring all information displayed is accurate, current, relevant and presented to a high standard.
• Provide regular feedback on customer experiences, building operations, issues and areas for improvement to the relevant team members and Building Management.
• Maintain frequent and effective communication with cleaning, maintenance, facilities and security teams to ensure issues are identified, reported and resolved promptly.
• Report building, maintenance, cleaning or facilities issues in a timely manner and follow up where appropriate.
• Assist with the weekly distribution of flowers and other customer or occupier-focused initiatives, ensuring these are delivered and presented to a high standard.
• Ensure the reception area and surrounding areas remain clean, tidy, organised and presentable at all times.
• Stand to greet all visitors to the building and remain in post and ready to welcome visitors at the allocated time.
• Maintain good working relationships with colleagues, occupiers, contractors, visitors and all departments across the building.
• Adhere to St James policies and procedures, the Code of Conduct and all relevant building requirements.
• Be fully conversant with emergency procedures and Health & Safety requirements and act appropriately when required.
• Support the client, customers, colleagues and Building Management by undertaking any other reasonable duties deemed necessary to support the smooth and effective operation of the building.

Knowledge

• Proven working knowledge of customer service experience.
• Previous experience is essential in a similar corporate background.
• Good command of the English language.
• Working knowledge of IT with experience of using Microsoft Office.

Skills

• Good interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Excellent customer service skills.
• Strong efficiency and motivation.
• Excellent punctuality.
• Outgoing and “can do“ attitude.
• Innovation and creativity.
• Tact and diplomacy.
• Proactive and helpful.
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