Reception Manager

Overall Purpose

The Reception Manager will be permanently based on the reception desk(s) covering the front of house function. In addition, the Reception Manager will be responsible for additional reception areas within the client Building. As Reception Manager you represent St James and St James’ clients. You will have ownership and accountability for the reception area and its environment. You will be responsible for managing, leading and developing your team.

Duties and Responsibilities

• To take full ownership of the reception and all associated areas, including any additional reception areas associated with the Building.
• Ensure that the Reception areas are kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the Building.
• To collate and deliver accurate reports on all aspects of information as requested from the client and senior management.
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services.
• Proactively solve problems and recommend changes to make improvements.
• Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required.
• Manage and promote the implementation for any change, upgrade or advancement in software systems.
• Leads the team to create positive memorable experiences by exceeding expectations for all.
• Development and implementation of the customer experience strategy together with key stakeholders.
• Help create, implement and maintain events based on the client’s requirements and St James values.
• Be involved, pre plan and execute the organising of events/pop ups and ESG initiatives.
• Create newsletters for the landlord when required.
• Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
• Ensuring that the team are correctly attired and project a professional image at all times.
• Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas e.g. fault reporting.
• Attend and take minutes at management meetings when required.
• To be involved in and participate in interviewing potential team members for the building.
• Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensure you and your team provide them with exceptional service.
• To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner.
• To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate.
• Manage difficult calls and/or distressed callers in a calm and professional manner.
• Where appropriate, reporting of accidents or incidents.
• Administrative duties including word processing, photocopying, ordering stationary, post, couriers and facilities management tasks as required.
• To lead, manage and develop the FOH team.
• To conduct annual appraisals and any performance management requirements for the FOH team.
• To conduct Return to Work for any team absences.
• To identify any training needs and assist in their skills and development of the FOH team.
• To maintain good working relationships with colleagues.
• 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.
• Ensure compliance with all current statutory legislation in respect of health and safety and the environment.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.

Knowledge

• Previous experience in managing and leading a team.
• Proven working knowledge of customer service experience.
• Previous experience is essential in a similar corporate background.
• Excellent command of the English language, both verbal and written.
• Working knowledge of IT with experience of using Microsoft Office.

Skills

• Management skills as well as a collaborative approach.
• 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 organisational skills.
• Excellent punctuality.
• Outgoing and “can do” attitude.
• Innovation and creativity.
• Tact and diplomacy.
• Proactive and helpful.