Overall Purpose
The Team Leader will be permanently based on the reception desk(s) covering the front of house function as well as stepping up to assist and cover the FOH Manager.
As a Team Leader 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.
- To assist and cover all the reception area as well as manage in the absence of the FOH Manager.
- Making sure the relevant St James Operations Manual, occupier’s procedures, phone database is up to date.
- Being a presentable, professional and lead by example in being the 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 and assist difficult calls and/or distressed callers’ in a calm and professional manner. This includes being a point of escalation in the FOH Manager absence.
- To support and assist the FOH Manager in all reception and FOH processes and procedures.
- Where appropriate, reporting of accidents or incidents.
- Administrative duties including word processing, photocopying, ordering stationery and facilities management tasks as directed by Building Management.
- 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.
- Creating and maintaining strong relationships with all service providers at Green Park.
- Assisting and supporting the reception team and FOH Manager in all FOH matters.
- 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.
- Monitoring vacant areas and reporting any issues that require the Building Manager’s attention.
- Supporting the Events Team with building portal updates.
- Assisting with event organisation and promotion.
- Providing general support for building events where required.
Knowledge:
- Proven working knowledge of customer service experience.
- Previous experience is essential in a similar corporate background.
- Proven experience in managing and leading others at supervisor.
- Excellent command of the English language, both written and verbal.
- Working knowledge of IT with experience of using Microsoft Office.
- Managing and training other team members.
Skills:
- 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 punctuality.
- Outgoing and “can do“ attitude.
- Innovation and creativity.
- Tact and diplomacy.
- Proactive and helpful.
- Collaborative and to lead by example.
- To have successfully obtained a current SIA Licence.
