Welcome Host/hostess

7 months ago

Manchester, United Kingdom Clermont Group Ltd Full time

This is an opportunity to join a team which has been developed to deliver exceptional customer experience aligned to the building and the people who will interact with the space.

This service should differentiate the space and the experience the residents have within the building.

This team is focused on connecting the community within the building and being a part of it.

Based in the heart of Manchester this is a modern scheme with lots of events and activities to engage the whole community and enhance the lives of those people who interact with the building.

We are looking for people who genuinely are motivated and passionate about delivering customer experiences that enhance and enrich lives.

**Role Purpose**:
Your role will be to provide a warm and welcoming experience to every person entering the building. The Welcome team deliver a genuine and personalised service to all our Residents and Guests.

As part of the welcome team, you offer warm, personal, confident, interactive, and affirming service to our Residents/Guests ensuring effective and memorable experiences.

As welcome team members, you should be able to perform in a fast-paced environment and manage challenging situations intelligently by offering instantaneous resolutions.

You will also be asked to support the residents and the community team with events and activities, creating connections across the community and helping our residents and their guests have a memorable experience.

**Core Responsibilities**:

- Welcome all Residents & Guests to ensure their arrival and departure experience is genuine, friendly and efficient - Delightful Welcome
- Provide Residents/Guests with acts of kindness to make them feel special and honoured
- Deliver exceptional and memorable Guest experiences by providing an exceptional service
- Obtain knowledge about your local area and proactively offer the information to Residents/Guests and team members
- Ensure that all temporary and flexible contracted team members have been trained to Guest Experience standards and specifications
- Create rapports with Residents/Guests and maintain excellent professional relationships, deliver “moments of delight” & “in your shoes” initiatives
- Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately
- Deal with any queries from Residents/Guests and offer assistance with a sense of urgency
- Assist and support Guest Service Supervisor with arranging and organising events at the property
- Attend any trainings as highlighted by your line manager
- Attend regular One to One Meetings with the Guest Services Supervisor
- Maintain and submit monthly Site reports as specified for your respective site by the Guest Services Supervisor
- Liaise with Building contractors and issues and or/work being carried out within the building
- Report any relevant information and issues to Guest Services Supervisor and designated Facilities Management team
- Understand and strictly adhere to procedures and protocols of the building with regards Health & Safety, Security measures and building access control
- Understand and strictly adhere to the departmental procedures and practices
- Ensure that all Reception areas are well presented, clean and tidy always
- Log any Building Faults/Issues with the Helpdesk, also report them to the Guest Services Supervisor and Building Manager
- Carry out any administrative tasks assigned including CAFM and financial data management
- Categorizing post/couriers and efficiently delivering them to Residents/Guests
- Firmly abide by the company grooming standards and etiquettes guidelines
- Ensure all Visitors/Guests are signed in as specified by the Property procedures
- Ensure lobby presence is maintained, and entrance doors are covered at all times
- Provide information, directions/escort Residents, Guests to their desired locations
- Proactively offer assistance to all Residents and Guests by anticipating their needs and create opportunities to delight
- Assist Residents and Guests with access barriers and access requirements
- Ensure any suspicious individuals/incidents are promptly identified and managed, also report any unusual activity to Lifestyle manager, Facilities Management team
- Ensure journey maps and site manual information is always kept up to date
- Assist Occupiers/Guests with Lifestyle services like restaurant reservations & recommendations, transportation arrangements, dry cleaning pick up and drop off

**Qualifications**:

- SIA License desirable
- Fluent English is essential

**Knowledge & Experience**:

- Previous Guest experience necessary
- Experience of handling challenging situations
- Experience of delivering exceptional Guest services

**Skills & Personal Qualities**:

- Passionate
- Willing to go above and beyond to deliver an exceptional service
- Deliver exceptional first impressions
- Ambassador for the brand
- Comfortable in a front facin

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