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Receptionist

4 months ago

Cheadle, United Kingdom CBRE GWS Full time

CBRE Global Workplace Solutions is a global provider of integrated facilities and corporate real estate management. We are recruiting a Receptionist to join the team located in Cheadle, Cheshire where they will be working alongside one of our major Clients, Agilent.

**Responsibilities**

**Service Delivery**
- Provide an exceptional, total-integrated Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have, including; visitor management, meet & greet, VIP access, access control, Health & Safety, lost property, meeting room management, events management and administration tasks etc.
- Ensure guests are greeted & welcomed courteously and their needs are anticipated at all times
- Provision of Reception and Reservation services between the hours of 08.00 and 17.00 as directed by Facilities Manager
- Efficient guest registration and host notification with the ability to remember guest names and faces
- Issue passes in accordance with the laid down procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors
- Ensure that all absences from the reception desk are managed
- Take responsibility for managing key tasks at reception and reservation
- Prepare and distribute weekly/monthly reports
- Administer the bookings for meeting rooms and inductions
- To be competent and confident in the use of a range of relevant IT systems
- To undertake general team administration duties for the Facilities Management operation as directed
- Ensure the reception desk is kept immaculate and tidy at all times
- To take ownership for the visual standards of the entire reception area and all related areas that impact on the Customer Experience
- Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables
- Respond appropriately to customer queries and escalate as appropriate
- Contribution to and use of the Customer Service team noticeboard at all times
- Back fill for Facilities team when required to support contract requirement.

**Compliance Management**
- Delivery of self-performed services as laid down on the Service Level Agreement document for the Reception and Reservation services
- Report all service shortcomings affecting the guest experience to the Front of house Team Leader regardless of what service is being provided
- Support the Facilities Coordinator with continuous improvement to services and procedures
- Maintain personal awareness of all site procedures relevant to the Reception/Reservation role, ensuring that any required changes to procedures are brought to the attention of the process owner
- Ensure adherence to site Security and H&S practices
- Be fully conversant with the reporting procedures for any non-conformance / incident in relation to H&S and first aid
- Must know where the fire exits and stairs, fire break-glasses and muster points are located.

**People & Performance Management**
- To take great pride in your personal presentation, adhering to the laid down uniform and appearance standards for the team, supporting other team members
- Use positive body language in each interaction, enabling you to take control of your working area and support colleagues in their delivery
- Maintain regular contact with all members of the FM team based at the site to ensure a consistent & smooth service is being provided throughout
- Ensure that all members of the team are able to recognise Board Members, Group VPs and Senior Management
- Embrace and deliver the working together service excellence concept and to operate as part of the “One Team” culture across site
- Ensure prompt and seamless handover of information and special requests between shifts
- Support the CBRE team with cross training other members.

**Requirements**:
**Education & Training**
- Computer literate
- Experience of operating within a Customer Service environment providing reception services to the highest standard.

**Skills & Experience**
- Strong customer services skills and experience within a high profile environment
- Present a self
- image of confidence and authority to enable effective customer service delivery
- Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations
- Ability to easily memorise names and recognise individuals’ particulars
- Ability to provide services to the highest specification within a Corporate Head Office Building
- Strong team player within a Customer Service team and Service Providers
- Ability to manage service disruptions in a seamless manner via effective use of the team’s resources so as to maintain business as usual activity
- Ability to motivate self and others, excellent time management and organisational skills
- Excellent computer skills and the ability to learn new software and systems
- Previous experience in operating a resource or a reservation s