Receptionist

**JOB DESCRIPTION**:
**Job Title**: Receptionist

**Responsibleto**: Senior Receptionist

**Remuneration**:£12.21

**Hours perweek**: 28 hours

**Base**: YMCA Black Country Group, WesternGateway, 38 Carters Green, West Bromwich B70 9LG.

**Annual leave**: 25 days (plus 8 statutoryholidays) (pro-rata)**

**Background**:
YMCA Black Country Group providesa range of Services including: Health and Wellbeing programmes, Youth Services,Supported Accommodation, Nursery Facilities and Learning and Skills.

**Job Role**:
Working asreceptionist at our YMCA Western Gateway site, you will be responsible forproviding excellent customer support.

You will ensure the smoothoperation of all key tasks relating to front of house reception. You willsupport with conference hires along with signposting customers and dealing withqueries relating to internal and external organisations. Outstandingorganisation skills, communication and interpersonal skills are essential.

You will support the SeniorCustomer Support and Conference Officer to achieve Western Gateways keypriorities, and therefore, experiencein sales, accurate record keeping and data entry are vital to the role.

The post holder must be able to respect the ChristianEthos of the YMCA and uphold its values. A DBS clearance will also be required.

**Duties and Responsibilities**:

- To offer a consistent, high standard of service and assistance to customers and to maintain a presence that offers a courteous and attentive service.
- To be passionate about customer satisfaction and endeavour to create the perfect customer experience.
- Where appropriate meet and greet visitors and clients whilst maintaining confidentiality and discretion at all times.
- Supporting conference hires by providing an attentive service throughout including signposting to rooms and on occasion setting up and packing down of rooms.
- To be knowledgeable of all YMCA Western Gateway conference packages and catering offers and to up-sell to customers to maximise sales and income.
- To collate customer feedback on conference experience to ensure quality of service is maintained.
- Maintaining the Western Gateway public areas and conference rooms working closely with YMCA BCG maintenance/ cleaning team reporting any concerns ensuring they look pristine and free from hazards at all times.
- To deal with all enquiries and sign-post customers as needed.
- Answer calls in a timely manner and correctly direct callers via our switchboard.
- Deal with compliments, comments and complaints in accordance with policy and procedure and in a professional manner.
- To complete all administration tasks relevant to the role.

12. Ensurethat all goods received are securely stored and forwarded to the relevantrecipient.

13. Ensureproductivity is maximised through meticulous time keeping and efficiency.

14. Toutilise the central data system, taking cash payments ensuring that bookings andpayments are taken correctly and accurately processed.

15.To maintain records and statistics as directed by line management.

16.To be responsible for booking out and ensuring the return of material assetsbehind reception (e.g. Projector, PA system etc.)

17.Undertake evening and weekendworking as required.

18.Undertake other general duties as appropriate to the post.

**General**:
1. Operate within YMCA policies andprocedures, ensuring that the health & safety of clients, colleagues,carers and yourself is maintained at all times.

2. To have an understanding of, and commitmentto, the principles of equal opportunities.

3. To keep up to date with relevantprofessional practise.
- Inaddition to the job set out in this job description the worker may, from timeto time, be required to undertake additional or other duties as necessarywithin his or her capabilities and status to meet the needs of YMCA BlackCountry Group._

**PersonSpecification**

**Receptionist**

**Experience of**:
**Essential**

**Desirable**
- Organising and supporting conference facilities ensuring smooth delivery and excellent customer satisfaction

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- Being a professional representative of the YMCA BCG providing high quality, front facing customer service

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- Working in a fast paced environment whilst maintaining quality of service and attention to detail

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- Responding to compliments, comments and complaints in a professional and courteous manner

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- Collating and reviewing customer feedback to improve quality standards

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- Experience in one or more of the following sectors: corporate event planning/ sales/ front of house.

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**Qualifications**:
**Level 3 or above in relevant qualification such as Customer Service or Business Administration**:
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**Experience of working within a fast paced reception/ conference environment**:
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**Skills**:
Ability to effectively communicate, both verbally and in writing, with customers, guests, co-workers and partner organisations from diverse backgrounds.

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- Ability to actively promote and up-sell conference offers and pa