Overall Purpose
The Receptionist will be permanently based on the reception desk(s) covering the front of house function.
As a FOH Host 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:
- To take full ownership of the reception and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary.
- Ensuring that all functions are carried out in accordance with stipulated protocols and procedures.
- Making sure the relevant St James Operations Manual, occupiers procedures, phone database is up to date.
- Being a presentable and professional first point of contact for all guests, visitors, occupiers and clients to the building, as outlined in the St James Guide.
- Being responsible for the meeting and greeting of all guests and visitors to the building and providing them with exceptional service.
- Signing in guests and visitors according to security procedures and processes and directing them to the relevant floors.
- 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.
- Handling post and deliveries and recording them in line with the buildings Team Agreement/Operations Manual.
- Administrative duties including word processing, photocopying, ordering stationery and facilities management tasks as directed by Building Management.
- Have strong knowledge of the building and being able to report issues in a timely manner.
- Be able to support the Building Manager/tenant with occupier engagement events organised.
- Support and lead on Socia Medial Platforms/building App for Engaging with occupiers.
- Create, schedule, and manage content across building social media platforms, ensuring consistent engagement and timely posts.
- Monitor social media channels, engage with followers, track performance metrics, and suggest improvements based on trends and analytics.
- Ensure the reception area is kept organised, clean and tidy at all times.
- Stand to greet all visitors to the building.
- To be “in post” ready to greet at allocated time.
- 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.
- Any other duties as deemed necessary to support the client, customer, colleagues and St James.
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.
- Contant Creation and Curation.
- Social Media Management.
- Excellent customer service skills.
- Strong efficiency and motivation.
- Excellent punctuality.
- Outgoing and “can do“ attitude.
- Innovation and creativity.
- Tact and diplomacy.
- Proactive and helpful.
