Receptionist

The Launch Group are working in partnership with British Land to recruit new talent. As part of this recruitment process TLG are keen to give applicants a chance to gain a full understanding of the opportunities and career pathways as well as training prior to your interview.

**Receptionist**

**Reporting to**: **Contract Manager/ Assistant Contract Manager/ Senior Team Member**

**Overall purpose of role**:To provide the highest level of service and care to all employees and visitors in line with service level agreements and set policies and procedures.

**Personal profile**:I am an up-beat individual with integrity and a can-do attitude.

I am passionate about delivering great service and take responsibility for my contribution to the team

**My service commitment**:
**To my clients**:

- I have positive and lasting relationships with all my guests and visitors
- I act on client requests and anticipate their needs
- I take every opportunity to improve my guest’s experience and journey
- I take responsibility for resolving any issues that come to my attention

**To myself**
- I take pride in my appearance
- I demonstrate a positive attitude and behave appropriately
- I take the opportunity to continuously learn and grow

**To my team**
- I create an environment of fun and teamwork
- I ensure uncompromising standards of cleanliness, creating a safe workplace
- I work as part of the team to ensure excellent customer service

**To my Company**
- I am proud to represent Rapport, Compass and my client’s firm.
- I am committed to deliver the best levels of service I can, to help my company deliver its service promise
- I am committed to the company’s philosophy
- I act as a Rapport Ambassador

This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances. It does not form part of your contract of employment.

Receptionist is responsible for all Ground Floor reception and lobby hosting throughout Receptions.

The core service hours of Guest Services are 07:00 - 19.00 depending on the building operating hours. The job holder will be responsible for ensuring that these hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.

**Responsibilities**:
**Client Care**

Ø Give immediate attention to every guest upon approach and ensure you acknowledge at 10ft and greet at 5ft

Ø Deliver excellent guest service and welcome, ensuring all guests are acknowledged in a professional manner according to the defined procedure with eye contact and a friendly smile

Ø Greet internal and external clients with a smile, acknowledging them promptly, using the agreed welcome “Good Morning/Good Afternoon” and their name once established.

Ø If required, escort guests to required destination, ensuring smooth transitions between team members at each stage of their journey.

Ø Aim to provide an update to any visitors waiting for verification in reception every five minutes.

Ø Offer refreshments in the lounge area if guests are waiting and ensure you keep them updated on their host’s arrival if applicable to the building.

Ø Continually develop client knowledge and awareness of contract employees and guests

Ø Proactively gather information and feedback from customers

Ø Maintain the necessary awareness of building facilities to advise and direct guests appropriately.

Ø Deliver, send and receive messages and complete photocopying as required.

Ø Assist with separate registration desks for functions as required.

Ø Ensure that all attendees are pre registered and that bookings without names are reconfirmed on the day

Ø Maintain a strong awareness of business activity and communicate all updates to your team members

Ø Assist with “Concierge” duties, such as restaurant recommendations, bar bookings, theatre reservations and transport enquiries

**Team Work and Communication**

Ø Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication.

Ø Maintain a strong awareness of business activity and communicate all updates with your team members.

Ø Liaise with tenant floors to ensure the smooth arrival of the host’s clients.

Ø Provide assistance according to business needs e.g. lunch cover, annual leave cover etc.

Ø Support the training of new receptionists

Ø Take part in the cross-training program when available.

Ø Ensure that all maintenance issues are reported to relevant department

Ø Communicate effectively with peers and management, displaying accuracy and attention to detail both in verbal and written communication

Ø Complete all daily checklists, forms and reports within required timescale

Ø Attend team meetings

Ø Communicate positive guest and colleague feedback to your manager

**Personal Presentation and Responsibilities**

Ø Maintain a professional, polite and