At Vacherin, our values are at the heart of everything we do. We are Precise in delivering exceptional food and service, Personal in the way we build genuine relationships and care for others, and Bold in embracing new ideas, creativity and innovation. Together, we create memorable experiences for our clients while supporting each other to grow and succeed.
Are you passionate about food, drink and exceptional service? Would you like to join an award-winning hospitality team and still make it home for dinner? We're looking for a Reception Manager to join our team in London.
Location: London, EC2M 2QS
Rate of Pay: £42,000 per annum
Working Pattern: Monday - Friday, 40 hours per week, 08:00am - 17:00pm
Key Responsibilities:
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Lead and manage reception teams of 7 ( might be growing) across three locations, ensuring consistent service standards and guest experience.
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Act as the main point of contact for clients, stakeholders, and site teams.
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Ensure all receptions operate efficiently, professionally, and in line with client expectations.
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Set objectives and be responsible for the day to day running of the reception with Team of 5 staff members, including managing the recruitment and selection process to ensure that it effectively meets the need of the Entrée and the client standards.
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Assess employee performance and recognize training needs and potential as appropriate.
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Monitor the work of all team members and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used.
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Hold team meetings on a regular basis to communicate targets, standards required and company and client information.
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Work in conjunction with Deputy Head of Entrée to prepare client reports and presentations including detailing financial performance, activity, and plans for the site.
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Develop and evolve all client services at location, ensuring regular adjustments and improvements are both recommended and implemented.
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Act as a positive ambassador for the business.
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Attend all necessary meetings with FM and other departments.
Client Services
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To ensure that service levels are maintained always to the highest degree and constantly exceeded and particular attention is paid to client care to ensure that all visitors receive a warm, courteous, and prompt welcome on arrival.
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To ensure the team creates memorable experiences and build rapport with all visitors and clients.
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Regularly monitor guest feedback and produce a suitable action plan based on the results.
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To be guest focused at all times, by being visible, approachable, and quick to exceed expectations in fulfilling customer needs, throughout the day.
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Ensure that all agreed service objectives and KPIs are met in line with client expectations.
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Develop and sustain good working relationships with the client at the relevant site.
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Actively gain customer feedback and use the information to improve the offering at any given business.
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Coordinate the activities of the reception teams and switchboard.
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Ensure that you deliver what you promise to the guests, client, and team.
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Liaising with clients and providing excellent customer service – going the ‘extra mile’ when the opportunity arises.
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To take full ownership of the reception and all associated areas, making sure that they are always kept clean and tidy in the best possible order, liaising with cleaners, facilities, security, and other departments.
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Switchboard Duties, to handle all incoming telephone calls / enquiries promptly giving a warm, courteous welcome and using the agreed solution.
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Switchboard Operation – liasing with the different departments in the UK and European offices on procedure for call transfers.
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Creating training manuals and reception and switchboard standard operating procedures on all receptions and ensure they are up to date.
Hospitality & Meeting Room Management:
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Ensure that the meeting rooms are set-up within the agreed standards.
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To ensure daily and meeting room checks are completed.
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Pro-actively manage the meeting rooms/spaces on each floor, ensuring maximum occupancy and a seamless turn-around for all clients.
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Respond to all additional client requests swiftly.
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Ensure the reception area is kept immaculately throughout the day and that all visitors are looked after as per the agreed service operating procedures.
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To oversee and handle room bookings and to liaise with catering to deliver service when required.
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Responsible to manage the company Intranet pages relevant to the client floor and service provided.
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Providing AV and video conferencing support, liaise Catering and Facilities departments to ensure that the standards of the site are meet.
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Managing any content (both digital via our digital signage system X20 and manually) displayed across the assigned demise, ensuring these are up-to-date and in line with JLL’s branding guidelines.
Managing and Development of the Team:
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It is the reporting manager’s responsibility to ensure the development and progression of the team members for which they are responsible, the manager must ensure that all reviews and appraisal are completed to standard within the required time frame.
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To assist in maintaining an annual training plan and action
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To motivate, mentor, lead by example and inspire the team during their employment providing guidance and support
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Provide feedback and coaching to any member of staff ensuring that all team members carry out their jobs to the best of their ability in a timely and efficient manner.
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To ensure that all team members (including themselves) book and take the appropriate amount of annual leave within the holiday year, as per the company policy.
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To maintain and control the levels of unit staffing and costs through the use of efficient manpower planning in line with agreed budgetary requirements in conjunction with your Deputy Head of Entrée/Operations Director
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To complete and maintain all personnel and training records in accordance with company procedures, as outlined in your HR manual which include:
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Employee induction & training record
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Attendance records
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Discipline and grievances
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Unit training plans
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Regular staff reviews
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To ensure that information is cascaded effectively throughout the business.
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All employees are required to attend statutory training as advised by the company.
What's in it for you?
Working with Vacherin has its perks! People are at the heart of everything we do, so we've developed a range of benefits to keep you happy.
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Personal Development and Training opportunities
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Life assurance scheme
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Pension scheme
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Holiday allowance
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Access to Healthcare Support App which includesAnnual health check, Digital GP, Mental Health Consultations, Nutritional Consultations, Second Medical Opinion
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Eye care
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A great wellbeing strategy – including access to our Employee Assistance Programme, salary finance
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Family friendly support
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Regular social events and communication with our leaders
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A holiday purchase scheme
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Volunteering days
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Professional subscriptions
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Recognition schemes and peopleawards
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Long service awards
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Access to some great high street discount vouchers
