Front of House Concierge

5 months ago

Manchester, United Kingdom Mitie Full time

**As a Signature Front of House Concierge, you will be responsible for the delivery of first-class customer service and outstanding communication in front of house to facilitate the resolution of all requests within your place of work. As the face of your client and of Signature, you will work in a team and be responsible for creating an authentic and lasting first impression.**:
**Job Overview**:

- **Full time - Front of House Concierge**:

- **Monday to Friday - 42.5 hours per week**:

- **07:00 - 16:00 per day with 30 minutes unpaid lunch**:

- **Salary £26,520 Per Annum**:

- **Location - Coop, 1 Angel Square, Manchester, M60 0AG**

**Main Duties**
- To act as the first point of contact for Coop employees guests & visitors, ensuring a professional, efficient and customer focussed environment is always maintained.
- Provide exceptional customer service, assistance, and guidance to all visitors to ensure each guest has a great experience during their visit, providing assistance to visitors requiring travel or hotels.
- Support all area's of Front of House as and when required
- To build professional relationships with key stakeholders to develop knowledge of personal requirements and to be recognised as their first line “go to” person
- Attend training as appropriate/on-line/out of house/self-development
- To handle any guest complaints and provide a swift solution or escalate as appropriate
- To ensure you are immaculately dressed in uniform and adhere to Signature grooming standards
- Liaise with service providers to ensure delivery of a quality service, on time, to specification
- To ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.
- Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
- Work to and periodically review and update a standard set of operating procedures
- Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
- Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
- Customer support and training of the Vgreet system
- Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
- Liaising with FM oversee all contractor activity to minimise impact on site operation and customers
- Raise accident and incident reports and track through to closure
- Provide operational FOH support to any internal events; ensuring mínimal disruption in the Reception area
- Actively seek and review customer feedback, track remedial actions through to closure
- Support with all internal and external audits
- Work flexibly to support out of hour requests and extended hours to self cover operations
- To support the Service Level Agreement by ensuring that all activities are carried out effectively
- Review procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution
- To ensure compliance with all COVID-19 process and measures on site; challenging behaviour and reporting all incident / risks to Line Manager

**What we are looking for**:

- Experience in Front of House / Reception or customer service environments ideally gained within a corporate or 5 Star hotel environment
- Customer orientated approach
- Enthusiastic and conscientious
- SIA Licence is required (training will be provided)
- Willing to undertake First Aid Training
- Expert/proven knowledge of Audio Visual and IT systems and the ability to explain this accurately to customers
- Computer literate (Word, Excel, Outlook E-mail)
- Clear, strong and confident communication skills
- Team player with an enthusiastic attitude
- To work efficiently and effectively in a team as well as individually
- Able to work off their own initiative and with mínimal direction
- Organised, capable of managing and prioritising multiple workflow requirements
- Excellent written and oral communication skills
- Immaculate personal presentation endorsing the Signature ethos
- Excellent time management and organisational skills
- Able to confidently challenge all non compliant behaviour in line with COVID-19 procedures
- High attention to detail
- Flexible and proactive approach and ability to problem solve
- Passionate about exceptional customer service
- Ability to build positive relations with colleagues, guests and clients

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