Role Purpose
The Reception Services Team creates the first impression that clients and visitors have of our client’s business. As part of the Advanced Bookings Office (ABO) at a leading financial institution, you will be responsible for delivering an exceptional level of customer service to all callers, visitors, and employees using the Advanced Bookings service, while ensuring the efficient utilisation of meeting rooms across the site.
This role requires the delivery of first-class client care and personal service to both internal and external stakeholders. In addition, you will provide administrative support to the Reception Services Management Team and contribute to the smooth operation of Front of House services.
Day-to-Day ResponsibilitiesDelivering Exceptional Service in the Advanced Bookings Office
- Provide a professional, warm, and responsive service to all users of the Advanced Bookings Office.
- Liaise with meeting hosts regarding visitor arrivals, meeting requirements, and specific booking instructions.
- Manage all incoming calls and enquiries promptly and professionally, using the agreed telephone greeting and maintaining a positive customer experience.
- Act as an ambassador for both Amplify and the client, demonstrating professionalism, reliability, flexibility, and integrity at all times.
- Ensure a consistently high standard of service delivery across all interactions.
- Maintain a strong awareness of security procedures, identifying and escalating suspicious activity or fraudulent calls in line with agreed processes.
- Proactively coordinate and monitor meeting room bookings to maximise room utilisation while balancing business needs and operational requirements.
- Manage reservation enquiries from the business and Reception Services teams.
- Process, respond to, and coordinate meeting room bookings across the entire estate.
Focus on People
- Build and maintain positive working relationships with colleagues, clients, and stakeholders to ensure a seamless customer experience.
- Promote a one-team approach across Reception, Hospitality, Housekeeping, AV, and Facilities teams to consistently exceed client expectations.
- Take ownership of client and employee requests, ensuring they are handled efficiently and resolved to a high standard.
- Use initiative, research, and problem-solving skills to address client and visitor concerns.
- Support colleagues and assist in the onboarding and development of new team members.
Effective Communication
- Respond professionally to client and visitor enquiries, providing accurate information and guidance.
- Liaise with Reception, Front of House Services, Service Desk, Catering, Cleaning, Security, AV, and other operational teams to ensure meeting requirements are delivered accurately and on time.
- Maintain knowledge of meeting room technology, AV equipment, and IT facilities to support client requests and troubleshooting.
- Ensure the Hospitality Suite remains up to date with accurate information and that any issues or faults are reported and followed through to resolution.
- Provide operational support to colleagues and the wider team as required.
- Attend team meetings and actively contribute to service improvement initiatives.
- Maintain awareness of relevant legislation, including Health & Safety requirements, and follow all security procedures.
- Exercise discretion and vigilance when managing visitors and handling confidential information within meeting spaces.
- Support event coordination and management activities when required.
Reception and Operational Duties
- Carry out room status checks to ensure booking systems and Resource Scheduler information remain accurate and up to date.
- Support additional Front of House activities, including the management of project rooms, display materials, taxi bookings, and private hire arrangements for clients and hosts.
Limits of Authority
Undertake any other reasonable duties as requested by line management or the wider Amplify leadership team in support of business requirements.
Person SpecificationInterpersonal Skills
- Ability to build strong and effective working relationships with colleagues, clients, and stakeholders.
- Minimum six months’ experience in a customer service environment.
- Previous experience within a five-star corporate, hospitality, or hotel environment is essential.
Experience
- Experience managing room reservations and booking operations.
- Exposure to Audio Visual (AV) services is advantageous.
- Professional and polished personal presentation.
- Confident communicator who can quickly build rapport with others.
- Commitment to delivering exceptional customer service and maintaining high standards.
- Strong attention to detail and accuracy.
- Customer-focused, intuitive, and genuinely interested in meeting the needs of others.
- Flexible and adaptable, with the ability to respond to changing priorities and client requirements.
- Enthusiastic, proactive, and highly motivated.
- Well organised, with the ability to prioritise workload effectively in a fast-paced environment.
Knowledge and Technical Skills
- Working knowledge of Health & Safety procedures and individual responsibilities.
- Intermediate proficiency in Microsoft Outlook, Word, and Excel.
- Experience using Front of House and room booking systems, such as Condeco, Fidelio, Datacraft, or CABS.
- Fluent in English, with excellent verbal and written communication skills, including professional email correspondence.
Pay: £33,345.00 per year
Work Location: In person
