Reception Team Leader

I have been instructed on a role working for an outsource provider at a US law firm based in the City. The salary is between £38,000-£40,000 and the hours are 8am-6pm working a 40 hour week rota. Please see below job spec:

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Duties and Responsibilities:

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Managing the team of Guest Experience Hosts effectively through;

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• Clear goals and standards aligned with delivering a best-in-class service.

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• Regular performance discussions and support for personal development.

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• Ensuring a collaborative, inclusive, and supportive culture within the team, aligned with their values.

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• A focus on team engagement and motivation, through regular team catch-ups, team working and development activities.

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Leading the Guest Experience team, to ensure they are delivering a best-in-class service for all visitors to the London office, with consistent service habits – including but not limited to;

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• A memorable first impression that sets the tone for a best-in-class experience.

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• Consistently remembering and referring to guests by name.

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• Creation of an encyclopaedia for regular guests and their requirements.

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• Going beyond the greeting – interactions that put guests at ease and create a lasting positive impression.

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• Maintaining professionalism and discretion at all times, appreciation of the sensitive nature of the business activities of the client.

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• Having a can-do attitude to all requests, problem solving and using initiative to anticipate and meet the requirements of guests.

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• Delivering guest service standards in all areas.

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Maintaining high standards of service, presentation and housekeeping within the areas of responsibility, in particular;

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• Hosting visitors, providing refreshments and ensuring their requirements are met in the space.

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• Ensuring all reception and lounge areas are clean and tidy at all times during the day.

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• Spot check and reporting any daytime housekeeping issues.

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Responsible for managing room bookings and coordination of hospitality requirements.

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• Liaising with the chef and the catering team to ensure the clients requirements are accommodated.

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• Ensuring that all meeting rooms are prepared in advance to include room dressing, table and seating set up

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Working closely with practice groups and business service functions to execute events ensuring that every event is delivered to their requirements, within budget and with maximum impact for guests.

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Maintaining the Standard Operating Procedures Manual, ensuring it is always up to date.

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Implement, manage and develop the concierge service;

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• Establish a standard concierge service to include provision of essential items and support with standard requests.

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• Once foundation is established, expand service in line with client requirement with the ultimate aim of implementing a VIP concierge service.

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Responsible for driving innovation in guest service and hospitality, identifying opportunities to improve, sharing best practice and presenting viable solutions to the client.

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Being an ambassador for guest service and being integral to the one-team approach with colleagues on site to ensure consistent standards and seamless guest services.

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• Build positive working relationships at all levels

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  • To be polite, professional and friendly at all times with guests and colleagues

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  • To ensure an exceptional level of guest care at all times

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  • To demonstrate a can do attitude towards individual guest requests and strive at all times to exceed guest expectations

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  • Be prepared to assist colleagues in a willing and positive manner including assisting with other duties as required

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To manage the administration necessary in the operation of the service, this includes overseeing the Health & Safety requirements for the Guest Experience team and any HR matters including rota management, timesheet reviews, holiday requests, change of personal details, performance management, appraisal and training.

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Deputising for the General Manager as needed and covering their duties during any absence.

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Health, Safety & Environmental responsibilities

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Ensure Company safety arrangements and procedures are followed at all times. You should also bring to the attention of your line manager any apparent deficiencies in systems of work or equipment provided that expose you to unnecessary danger or risks to your health and safety.

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Use all work equipment and personal protective equipment properly and in accordance with training received.

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Report any safety deficiencies, incidents, near misses, ill health and environmental incidents to your line manager.

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Assist the Company during investigations of incidents and safety or environmental related incidents.

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Work safely at all times giving due consideration for the safety of others and the environment.

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Follow the company safety and environmental arrangements and procedures.

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Ensure you are aware of how your work impacts on the environment.

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Notify line management of safety and environmental training needs.

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Assist the company in improving safety systems and performance through consultation, co-operation and communication.

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Inform your line manager of any physical or mental condition that affects your ability to work safely.