Welcome Host

2 weeks ago

London, United Kingdom Toynbee Hall Full time

1. Job Purpose

This role is in Guest Experience Management, to support our organisation in providing a warm and consistently professional impression to our guests on a day-to-day basis.

This role has two elements:

- You will work in the events/facilities team supporting events.
- You will be responsible for; the successful management of guest arrival at key touchpoints, ensuring a smooth experience for our first-time service users, creating a memorable welcome for event attendees, and providing a friendly yet knowledgeable presence for those using our services, office areas, as well as visitors to our heritage spaces.

We try hard to make Toynbee Hall a great place to work - and you would be joining an outstanding, diverse team who have supported each other and shown great innovation and resilience over the past year and for many years before.

You can read more about what it is like to work at Toynbee Hall in Our People report

2. What is the role? (Job Description)

**The Role**

**Responsibilities and Accountabilities**

**Event Delivery Support**
- Liaise with the Event Manager to ensure event setups, catering, and other activities are completed.
- Support the setup of meeting rooms (IT, phones, and AV) and the internal meeting room booking systems
- Ensure that our spaces are tidy, clean and that equipment is properly stored and returned

**Hosting & Welcoming**
- Ensure that all visitors have a great first experience when they arrive at Toynbee

Hall.
- Support the day-to-day access management for the premises, including issuing employee and visitor access. Able to handle difficult conversations and liaise with

Security Team
- Perform front of house duties, working with contracted security services and volunteers to ensure a standard level of customer service for all clients and visitors
- Fulfil any other requirements to make sure our guests have the best possible experience of Toynbee Hall.
- Local knowledge, able to confidently talk about charity’s mission/heritage (concierge tasks)
- Handling deliveries
- Engaging with service users & tenants, signposting, providing information accordingly

**Health and Safety**
- Act as a Fire Marshall and First Aider at Work
- Log building issues with the Property Management Company
- Ensure guest lists and risk assessments are in place for internal and external events if required.
- Promote health and safety policies and operating procedures

**General**
- Build good working relationships across the organization
- Representing Toynbee Hall to external audiences
- Undertaking any other appropriate responsibilities that may arise
- Undertake other training and qualification relevant to the role

**Managing Yourself**
- Working toward an agreed annual work-plan meeting targets and milestones
- Prioritising and managing your workload
- Take responsibility for your personal development and seek out opportunities for support and development

**Training**

Toynbee Hall provides all necessary induction and training, and encourages and, where possible, supports the upgrading of appropriate skills and qualifications. All employees will receive regular support and supervision.

**Monitoring and Evaluation**

Toynbee Hall takes outcomes and a theory-based approach to its self-evaluation and monitoring. This means that the organisation is committed to gathering evidence of its effectiveness, and to use this information to learn, improve and communicate. All Toynbee

Hall staff members will be expected to support this approach and to take part where appropriate in monitoring and evaluation planning and practice.

3. Whom we are looking for (Person Specification)

**We are looking for someone who can / has: Essential /Desirable**

Communicate effectively with different types of stakeholders face-to-face and on the phone. Essential

Confidently manage difficult conversations and interactions. Essential

Display customer service skills Essential

Administration skills - including the ability to use all the standard Microsoft packages Essential

Numeracy and literacy skills. Essential

Event delivery experience Essential / Desirable

Good understanding of Safeguarding, health and safety in the workplace, data protection principles, and Desirable equal opportunities

**Personal Qualities**:
Toynbee Hall is a community organisation that is working to build a fairer and happier East

London in partnership with people who live here. Based in the East End of London, we work alongside people who live here, to tackle unfairness and make this a place where everyone has an equal chance to thrive. We take an asset-based approach to our work and believe

everyone has something valuable to offer in the fight for a fairer London. What we learn from our work in London we use to influence change across the UK.

The venue hire and events business is a successful business for THT, but like most companies, is returning from a tough few years. We are looking to grow the business to its maxim

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