Guest Experience Host - 20 Fenchurch

Overall Purpose

As a Guest Experience Host, you will be permanently based on the reception desk covering the front of house function within the 20 Fenchurch Street. This is a flagship iconic building and is high profile with a fast paced environment. The client is based on site. Must be confident with lobby hosting, working in a high visibility building and enjoy delivering with a hospitality approach. You will be responsible for delivering exceptional customer service, ensuring a seamless journey for all that enter this building.

Duties and Responsibilities

• To take full ownership and accountability of the reception(s) and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, maintenance and other departments as deemed necessary.
• Ensure the St James folder, manual, occupiers procedures, phone database are up to date. Delivering of monthly reports and appropriate FOH data as and when required.
• First point of contact for all guests, visitors, occupiers and clients to the building. Dealing with all questions and queries.
• Being responsible for meeting and greeting of all guests and visitors into the building and providing them with exceptional service.
• To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate.
• Be comfortable and confident to lobby host during the day as part of a rotation within the team.
• Manage difficult visitors and/or distressed visitors’ in a calm and professional manner.
• Where appropriate, reporting of accidents or incidents.
• Assist with the events calendar, pop ups and freebies for the building
• Ensure the reception area is kept organised, clean and tidy at all times.
• Create, maintain and deliver accurate daily/weekly/monthly buildings reports/checklist, key management and H&S requirements
• Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.

Knowledge and Skills:

• Previous experience in delivering exceptional customer service essential
• Excellent command of the English language, both verbal and written
• Experience of using Microsoft Office, PowerPoint and Excel essential
• Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Excellent punctuality, outgoing and a can do/proactive attitude