Overall Purpose
This role is an essential part of the front of house services in this high profiled building as part of a client portfolio. You will be reporting to the Team Leader working cohesively as one team.
This role is providing high standards reception services and social engagement responsibilities. You will be proactive with tasks for the building app, events and all social activities for the building.
Being flexible, able to multi-task, going above and beyond, attention to detail, working as a team and delivering excellent customer service including with all communication are key to this role.
Duties and Responsibilities
- To take full ownership and accountability 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.
- Working closely with a one-team approach with the Team Leader.
- Vital support and creativity to the front of house team services.
- Ensure the St James folder, manual, occupiers’ procedures, phone database are up to date. Delivering of weekly and monthly reports and appropriate FOH data as and when required.
- Ability to assist and support the Team Lead and the building management, build strong relationship with commercial and residential tenants.
- Flexibility to react and assist the client with unforeseen circumstances at a short notice.
- First point of contact for all guests, visitors, occupiers and clients to the building, as outlined in the St James Guide. Dealing with all questions and queries.
- Being responsible for meeting and greeting of all guests and visitors into the building and providing them with exceptional service. Standing to greet as a basic standard.
- To receive/answer calls promptly and efficiently, identifying the callers’ requirements and taking messages as appropriate.
- Manage difficult calls and/or distressed callers’ in a calm and professional manner.
- Where appropriate, reporting of accidents or incidents.
- Create and lead on the events calendar, pop ups and freebie Fridays for the building.
- Ensure the reception area is kept organised, clean and tidy always.
- 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 and Skills:
- Previous experience in delivering exceptional customer service essential.
- Excellent command of the English language, both verbal and written.
- Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
- Experience in using Microsoft Office, PowerPoint and Excel. Canva and building application knowledge are an advantage.
- Excellent punctuality, outgoing and a can do/proactive attitude. A team player is essential.
- Innovative, creative and with strong social media skills.
- Flexibility to react promptly on reasonable client’s demand.
