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Reception Team Leader
3 months ago
Introduction to the Role
The Reception Supervisor plays a crucial role in working closely with fellow supervisors and supporting the Reception Services Management Team to guide the Welcome Hosts across the campus, which includes locations in the City, Canary Wharf, 45 Cannon Street, and Birmingham.
The Reception Supervisor will collaborate with staff, clients, and other business service partners, representing the organisation as a leader and ambassador.
This hands-on role requires involvement and support in all aspects of Reception Services, and adaptability and flexibility in a dynamic business environment.
Main Duties and Responsibilities:
- Oversee the operation of Reception Services across various campuses to understand roles and responsibilities comprehensively.
- Manage team rotas to ensure consistent service coverage across all locations.
- Organise resources to efficiently manage daily workloads.
- Offer operational support during peak periods to ensure service levels are sustained.
- Collaborate with the Security Team and ensure team members follow security protocols.
- Delegate tasks effectively, promoting a sense of ownership and responsibility among the team.
- Establish trusted relationships with staff and clients, engaging proactively and acting promptly and consistently.
- Continuously review and refine Reception Services policies and procedures to align with business needs and deliver five-star service consistently.
- Address and resolve complaints in partnership with the Assistant Reception Services Manager, implementing action plans for future reference.
- Assist in producing monthly statistics on service usage and issues, providing timely and accurate information to the client. Operational Skills and Knowledge
- Ensure compliance with company policies and procedures across various areas, including HR, development, operations, and health and safety.
- Maintain health and safety standards in Reception areas, ensuring staff are trained to handle emergencies and equipment is well-maintained.
- Keep operational manuals up to date and relevant. People Management
- Lead by example, proactively communicating with direct reports to implement new service ideas, systems, policies, and procedures.
- Participate in recruitment processes according to company policies.
- Handle company grievance and disciplinary procedures as needed.
- Conduct Return to Work and Absence Reviews following company policies.
- Coach and support team members to build a high-performing team and guide new hires through their probation periods.
- Conduct annual appraisals with direct reports and create development plans.
- Train and mentor direct reports to help them reach their full potential in line with company vision and values.
- Work with the Training and Administration Assistant to develop succession plans for business growth and individual development.
- Recognise and reward exceptional performance to create an engaged and motivated team.
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