Purpose of the Role

Overall Purpose/Aim:

The main purpose of the role is to maintain a presence on the front of house area in addition to common areas between reception and the common area. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants and clients. 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 others to deliver exceptional service and creating a lasting impression to all.

Key Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception area is kept clean, tidy and welcoming and to five star audit standards.
• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied it must be kept in an acceptable and clean condition at all times. You must adhere to the dress and appearance guidelines.
• To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/Supervisor/RFM.
• Compile monthly service report and attend Monthly Reception Services Meeting with RFM
• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving FOH Service.
• To acknowledge and action helpdesk jobs as they are being submitted and communicate them to the Engineering department when necessary.
• To take ownership of the of the current visitor management system, providing content to support the buildings occupier platform including administrating new users.
• To actively participate in the training of cover staff
• Establish a professional working relationship with your Team, tenants and contractors of the property or properties and be the first point of contact for the building.
• Meet and greet all visitors reporting to the reception desk and maintain an accurate log of all visitors’ records.
• When required you will be expected to Lobby Host in the Reception area and Welcome visitors into the Building.
• Where possible each occupying tenant should be contacted prior to allowing a visitor beyond reception, to obtain their authority.
• 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 and keep up to date accurate reception operations manual of reception processes and procedures both site/tenant specific and department.
• To maintain a physical presence at the reception desk it is not to be left unmanned at any time during building opening hours.
• To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
• To sign in deliveries for the tenants. To document the delivery on the required paperwork and to obtain a signature from the tenants (upon providing evidence of ID) when they collect the goods
• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during team members absences.
• To carefully complete all log reports that may be required by the employer or the building management team.
• Managing communications and updates to occupiers within the property as and when required.
• The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
• To assist other employed staff, building occupiers and visitors in the event of an emergency.
• 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.