Reception Manager (Maternity Cover)

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

The below listed task/responsibilities are not exhaustive: 

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

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 requried

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