Front Desk Receptionist

The Front of House (FOH) Guest Services Ambassador is responsible for providing outstanding customer service to occupiers and visitors; ensuring a positive customer experience is delivered to create a personal and memorable impression.

You will be responsible for managing and monitoring the daily operation of the front desk, ensuring that all services are provided consistently and efficiently, and in accordance with the client and service partner vision and guidelines. Customer satisfaction is key and you will form excellent relationships with occupiers and stakeholders, keeping them updated while meeting their requirements and requests.

You will demonstrate a proactive and people-first approach, possessing a knowledge of all working practices and activities within the building, enabling the ability to provide support and act as a key point of contact for all.

A natural passion for events and working with the community, you will plan and deliver activities within the building to drive occupier engagement and enjoyment at work.

**Key Responsibilities**:

- Managing and monitoring the daily operation of the front desk, to ensure that customer service is delivered consistently, efficiently, and effectively to all occupiers and visitors.
- Providing a warm welcome to all occupiers, visitors and stakeholders to the building, creating a personal and memorable impression.
- Building and maintaining excellent relationships with occupiers, service partner and client teams; encouraging and managing two-way communications to improve standards and service.
- Promptly addressing any operational issues, occupier feedback, issues or requests and proactively implementing corrective measures, or escalating, as required.
- Taking responsibility for continuously learning about the building, it’s operation and occupiers to enable the ability to provide support and act as a key point of contact for all.
- Ensuring the front desk is presented in a highly professional manner at all times.
- Immersing yourself in the local community, understanding what’s taking place and potential community partnership opportunities that may be beneficial to the building, it’s event programme and occupiers.
- Supporting the set up and implementation of new training and technology ensuring you have the necessary knowledge and tools to provide exceptional customer service to occupiers and visitors.
- Becoming a ‘super user’ of new technology, embracing new platforms and systems as well as spotting and rectifying any issues.
- Supporting to deliver (new) service standards and vision, resulting in positive customer satisfaction scores.
- Updating on activities and initiatives that have been introduced to drive occupier satisfaction, as well as any other relevant information or data as required by management.
- Undertaking training for personal and customer service development as well as taking on board any constructive feedback to improve performance.
- Sharing best practice with colleagues across sites to improve the employee and customer experience and to realise any economies of scale.
- Ensuring that you comply with the client’s policies, procedures, and guidelines.
- Supporting to maintain a safe and healthy working environment for yourself and the team, ensuring compliance with health and safety regulations.

**Requirements**:

- Excellent customer service skills with the ability to remain calm and professional under pressure.
- Strong communication and interpersonal skills with the ability to communicate effectively with all stakeholders.
- Computer literacy with the ability to use standard office software (including Powerpoint).
- A passion for providing exceptional customer service and a willingness to go above and beyond to meet customer needs.
- A team player with a best-in-class approach to guest experience/service.
- Flexibility with the opportunity to provide cover and gain experience at other locations.

**Skills & Experience**:

- Previous experience in administration, customer service and hospitality is essential.
- Experience in running and delivering events with an interest in working with local community groups would be advantageous.
- Experience of working on own initiative, capable of building solid and beneficial relationships both internally and externally.

**Job Type**: Part-time

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Typing: 1 year (preferred)
- Organisational skills: 2 years (required)
- Hospitality: 2 years (required)
- Administrative experience: 2 years (required)
- Microsoft Word: 3 years (required)

Work authorisation:

- United Kingdom (required)

**Location**:

- Reading (required)

Work Location: In person

Application deadline: 23/09/2024