Christopher Ward
Reception and Customer Experience Host
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The Role
As the Reception & Customer Experience Host, you will be the first point of contact for everyone visiting Christopher Ward's Maidenhead headquarters.
Based at our front desk, you will be responsible for delivering an exceptional end-to-end visitor experience. You will warmly welcome customers, collectors, suppliers and business partners, ensuring every interaction reflects the premium standards of the Christopher Ward brand.
Working closely with our showroom specialists, Customer Care and wider business teams, you will coordinate each visit so that customers feel welcomed, informed and genuinely valued throughout their time with us.
This role goes far beyond traditional reception duties. You will take ownership of the on-site customer experience, anticipating customer needs, providing exceptional hospitality and ensuring every visitor leaves having experienced the very best of Christopher Ward.
Key Responsibilities
Customer Experience
- Deliver a warm, engaging and personalised welcome to every customer and visitor.
- Take ownership of the customer journey whilst visitors are on site, ensuring a seamless and memorable experience from arrival through to departure.
- Build rapport with customers and create a welcoming, relaxed environment.
- Offer refreshments and exceptional hospitality throughout each visit.
- Proactively anticipate customer needs and resolve issues quickly and professionally.
- Ensure every visitor leaves with a positive and lasting impression of the Christopher Ward brand.
Reception & Front of House
- Manage the reception area, ensuring it remains immaculate, organised and representative of our premium brand.
- Welcome suppliers, contractors and business visitors professionally.
- Answer incoming telephone calls promptly, directing enquiries appropriately.
- Manage visitor sign-in procedures and meeting room coordination.
- Receive and distribute post, deliveries and courier collections for both Christopher Ward and other tenants in the building.
- Maintain reception supplies and ensure the reception environment always reflects the high standards of Christopher Ward.
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Customer Journey Coordination
- Prepare for customer appointments by liaising with showroom specialists and relevant departments.
- Act as the central communication point during customer visits, ensuring colleagues are aware of arrivals and appointment timings.
- Keep customers informed throughout their visit and proactively manage expectations.
- Support VIP customer visits, product launches and customer events hosted at Maidenhead.
- Escalate customer concerns appropriately while taking ownership of ensuring a positive outcome.
Administration & Business Support
- Maintain accurate visitor records and appointment schedules.
- Support Customer Care with administrative tasks where required.
- Assist with the organisation of customer events and business functions.
- Build positive working relationships across all departments to ensure a consistently excellent visitor experience.
Continuous Improvement
- Gather customer feedback and identify opportunities to improve the visitor experience.
- Share customer insights with the Customer Care team to support continuous improvement.
- Champion a culture of hospitality, professionalism and customer obsession across the Maidenhead office.
What We're Looking For
We're looking for someone who naturally enjoys looking after people and takes pride in creating exceptional experiences.
You'll have:
- Previous experience in luxury retail, hospitality, premium customer service or a front-of-house environment.
- Outstanding communication and interpersonal skills.
- A naturally warm, engaging and professional manner.
- Excellent organisational skills with exceptional attention to detail.
- The confidence to build relationships with customers and colleagues at all levels.
- The ability to remain calm, organised and proactive in a busy environment.
- Strong administrative and IT skills.
- A genuine passion for delivering outstanding customer experiences.
- A high level of professionalism, integrity and discretion, with the ability to handle confidential customer, employee and business information appropriately at all times.
- A flexible approach to working hours, with the ability to support occasional evening customer events and weekend activities as required.
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Working Hours
This is a full-time position based at our Maidenhead headquarters.
The standard working hours are 8:00am to 4:00pm, Monday to Friday.
As a key ambassador for the Christopher Ward brand, flexibility will occasionally be required to support customer events, product launches, business functions and other activities outside of normal working hours, including some evenings and weekends. Appropriate time off in lieu (TOIL) or alternative arrangements will be provided in line with company policy.
Success in this Role
You will be successful if you:
- Create consistently exceptional first impressions.
- Ensure every visitor receives a premium, personalised experience.
- Build trusted relationships with customers and colleagues.
- Take ownership of the visitor journey from arrival to departure.
- Anticipate customer needs before they arise.
- Maintain an immaculate and welcoming reception environment.
- Represent Christopher Ward with professionalism, warmth and authenticity.
- Continually look for opportunities to elevate the customer experience.
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