Lexington Reception Services (LRS)
Guest Service Team Lead
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Company Description
Lexington Reception Services (LRS), part of Lexington Catering, has been delivering professional reception services since 2013, building on the company’s experience in guest services since 2002. LRS focuses on providing an integrated and seamless guest experience, combining brilliant people, exceptional service, and a positive, fun working culture. The team supports a variety of front-of-house functions, including reception, switchboard, concierge, and help desk services. LRS also manages meeting room operations, ensuring that corporate environments run smoothly and guests feel well looked after.
Role Description
Responsible for supervising the planning, organisation and execution of best-in-class Guest Services, in a boutique office setting. The role will be responsible for ensuring the successful delivery of service in all front of house areas ensuring sufficient front desk service delivery support, covering desks and service areas, building relationship with client service providers and internal community. Will support the management team in driving forward improvements in processes and systems to support the delivery of best-in-class service.
Operational Skills
- Monitor the Reception, client meeting room service and the reception performance to ensure the correct procedures are followed
- Manage the daily front of house service by being visible in all areas, auditing services and carrying out corrective on the job training as required
- Plan and organise, desk cover work of team member ensuring efficient use of time and resources ensuring service is reliably and delivered promptly
- Deal with any complaints or concerns and liaise with relevant departments in a timely, efficient manner, escalating to the management team accordingly and ensuring it’s documented appropriately.
- Drive forward the front of house service to support the delivery of best-in-class customer
- Ensure all requests for catering and other in-room requests are confirmed and missing information from any booking is followed up with in a professional and efficient manner
- Effective and clear communication between the Facilities, Reception and Hospitality teams is essential to ensuring all client demands are met and exceeded
- Build trusting and strong relationships with all internal and external clients, setting an example of relationship management to the team
- Optimise the client meeting room space ensuring maximum use of rooms and space, whilst ensuring the highest quality of service
- To ensure all requests are dealt with in a professional and efficient manner, liaising with Hospitality and any other relevant team to ensure a consistently smooth service.
- Look after essential Reception and office stock/stock/stationery ensuring there are no shortages which might affect the service.
- Complete all necessary reports, orders and other administrative task to the highest required standard
- Manage reception service hours ensuring areas are covered effectively and strategically and work with the Support Team Manager to ensure any absence is covered
- Be aware of all Health and Safety issues or concerns in the Front of House Area and reporting any issues to the Facilities Helpdesk
- Support the training of new team members and complete training checklists accordingly
- To maintain the necessary confidentiality on all Lexington Front of House and Client matters
- To carry out any reasonable task asked of you by any member of the management team
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Interpersonal Skills
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- Communicate effectively with the team, employees, peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
- Maintain a strong awareness of business activity and communicate all updates with your team members.
- Build strong relationships with team, client community, other service partners, building occupants and management
- Ability to manage effective and diplomatically difficult or controversial exchanges
Personal Profile
- Well-developed corporate guest services experience
- Professional and well presented with integrity and a positive and can-do attitude.
- A multitasker with a sense of urgency.
- Able to work quickly whilst maintaining absolute attention to detail.
- Approachable and helpful with excellent communication skills.
- Passionate about delivering exceptional service and take responsibility for your contribution to the team.
- Experience of working to tight deadlines and in a fast-paced environment
- A flexible approach.
- Able to prioritise a busy workload.
Professional Requirements
- 3 - 5 Years of experience in a high-profile corporate environment, five-star hotel, luxury retail or high end airline
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