Receptionist

**The Army and Navy Club**

**Pall Mall, London**

**Receptionist**

**JOB DESCRIPTION**

**Job Title**: Receptionist

**Department**: Front Hall

**Responsible to**: Head Receptionist

**Location of Work**:**St James’s, London (OnSite)

**Duration**: Full time - Permanent

**Start Date**: As soon as possible

The Army and Navy Club also known as the Rag is one of London’s most prestigious private clubs, welcoming members from around the globe, all walks of life and from both military and non-military backgrounds. The Club is a hidden gem, situated at 36 Pall Mall in the heart of Mayfair with views over St James’s Square and offers members a luxury home from home that’s familiar, comfortable and welcoming.

**ABOUT YOU**:
You are an experienced hospitality professional able to assist with Front Hall operations and provide excellent customer service. Your professionalism allows you to adhere to service standards during the shift. You are a capable multi-tasker, managing various duties from accounting and reporting to member requests and complaints. You enjoy the fast-pace of the front hall operations and understand the importance of service standards. As the Front Hall representative, you maintain a professional environment while on duty. Your interpersonal skills allow you to address member needs and troubleshoot issues. Attention to detail and service excellence are essential for you.

The Front Hall Receptionist provides support to all members and guests of the club during the their stay. You will enforce the standards of excellence while on duty and ensure all Front Hall operations run smoothly.

**PURPOSE**:
To assist with all front office operations and provide excellent customer service to members and guests during the shift. Handle accounting, reporting, and other tasks accurately and efficiently. Address member and guest requests, complaints, and inquiries professionally and promptly. Represent club management on duty together with the other members of the team. Coordinate across departments to ensure smooth operations and fulfilment of member/guest needs. Deliver outstanding service experiences and interactions during their stay. Safeguard club members and guests, facilities, and assets throughout your shift. Uphold safety and security protocol. Support the Head Receptionist and front hall team in executing all operations and services.

Flexibility is required for a 7-day operation, with a focus on ensuring adequate night shift coverage.

**DUTIES AND RESPONSIBILITIES**:
**Front Desk Operations**:

- Greet members and guests upon arrival and assist with check-ins / check-outs
- Provide members and guests with information and handle requests
- Keep front desk area tidy and organised
- Listen and respond to member queries and requests

**Accounting**:

- Assist with end of shift reconciliations
- Prepare bills for departing members and guests
- Support accurate and timely night audit
- Record all room reservations in reservations database
- Ensure correct room allocation
- Maintain clear records of member bookings

**Administration**:

- Respond professionally to member and guest complaints and issues
- Maintain awareness of nightly arrivals/activities
- Uphold excellent service standards
- Be aware of club activities and visiting guests

**Safety/Security**:

- Adhere to all fire safety procedures
- Report any suspicious behaviour or safety hazards
- Support secure storage of member valuables

**Team Support**:

- Provide assistance to night management as needed
- Support cross-departmental coordination
- Assist with training new night staff
- Liaise with departments to address issues

**General**:

- Perform occasional tasks outside of routine duties
- Be fully conversant with club rules and policies
- Liaise with porters on parking and other matters

**RECEPTIONIST QUALIFICATIONS AND SKILLS**:
1-2 years’ experience in customer service or hospitality

Strong communication skills

Ability to learn club systems and software

Exceptional customer service skills

Basic computer knowledge

Comfort working independently and with mínimal supervision

Service focused

Able to multi-task in a fast paced environment

**PREREQUISITIES**:

- Well presented with excellent interpersonal and communication skills.
- Proactive and highly organised, capable and flexible.
- Confident & approachable
- Computer literacy, administrative skills
- Have excellent multi-tasking skills
- Customer service orientation
- Attention to detail and accuracy
- Ability to handle stress and stay calm under pressure
- Conflict resolution skills, decision making and judgment skills
- Team work, flexible regarding work schedules
- Ability to respond appropriately to diverse customers and guests

**EXPERIENCE**:
Previous Front Office experience in a Mid-scale or Luxury property is required.

Previous customer service and general computer experience required.

**Employee Benefits**:

- Progression within the role
- Additional holidays duri