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Purpose of the Role
Overall Purpose/Aim:
The main purpose of the role is to maintain a professional and consistent presence within the front of house area in addition to the common areas You will provide assistance to all personnel visiting and utilising the building from daily visitors to permanent Occupiers, clients and marketing visits. You will be a customer service professional, have a positive and bubbly personality and have natural flair with service delivery. You will adopt a ‘One Team’ approach, ensuring that all Trusted Service Partners work as one in the Customer Journey. You will deliver and promote other team members to deliver exceptional service in creating a lasting impression to all. You will be required to organise small events for the Occupiers within the reception lobby, ensuring we provide an all encompassing service.
Key Responsibilities
- Ensure the highest standards in presentation at the property are maintained at all times. Reception area is kept clean, tidy and welcoming and to five star audit standards.
- You will be responsible for managing trusted service partners when applicable to the Reception and common lobby area – including service delivery of Security, Reception and housekeeping standards with the cleaning team.
- You will assist the RFM on that which is related to the FOH Service Delivery, as well as stepping in on FM duties when required.
- To be main point of contact to all occupiers for FOH related queries, complaints or general operations.
- You will develop, review and maintain Front of House Service SOP’s, Manuals and Health & Safety.
- You will be responsible for ensuring 5* service is delivered at all times.
- Attend Monthly Reception Services Meeting with RS Management and General Management.
- You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving FOH Service.
- Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. Uniform is supplied and must be kept in an acceptable and clean condition at all times. You will also be responsible in ensuring you team upholds the same standards.
- To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/Supervisor/RFM.
- Establish a professional working relationship with all of the staff, Occupiers and contractors of the property and be the first point of contact for the building.
- When required you will be expected to Lobby Host in the Reception area and Welcome visitors into the Building.
- To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
- To answer the telephone and on-site intercom system for all tenant queries in a professional manner.
- To maintain a physical presence at the reception desk it is not to be left unmanned at any time during building opening hours.
- To acquire working knowledge of the property systems and procedures to enable you to take control of the property during Building Management absence.
- To carefully complete all log reports that may be required by the employer or the building manager.
- To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company and site procedures.
- To be aware of and abide by all rules, terms and conditions of the company at all times.
- Carrying out Operational Checks and process reviews with a hands on approach and visible floor presence across all customer facing areas.
- To implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.
- Managing and coordinating the activity of trusted partners inc. maintenance, cleaning, reception, security.
- Attending with the Building Management and incident/operational issues as required when directly related the delivery of front of house services.
- Any other ad-hoc duties requested by management
Skills, Knowledge and Experience
It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.
Essential
- You will have experience in 5* Customer Service industry
- You will be confident, professional and assertive
- You will have a friendly, bubbly personality whilst remaining professional at all times
- You will be acutely aware of your surroundings and occupiers – ensuring that service levels do not drop and all visitors/occupiers are seen to in a timely manner
- You will understand the importance of 5* Service delivery
- You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.
- You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.
Desirable
Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.
Knowledge on Savills systems.
The candidate attributes detailed above are considered to be non essential although training will be provided on more technical aspects of the role.
Working Hours - 08:00am - 17:00pm
Salary - £33,000.00
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Please see our Benefits Booklet for more information.
