Reception Services Manager

3 days ago

London, UK, United Kingdom Search Full time

The warm welcome from the Reception Services Team determines the first impressions clients and visitors have of our clients’ business. The role of Reception Services Manager is to ensure that you provide the highest level of client care and personal service to all stakeholders in the clients business which includes visitors, clients and internal stakeholders. The Reception Services Team, who will be coached and led by the Reception Services Supervisors and on-site management team, are responsible in looking after the reception areas, Concierge, Workplace, Call Services (Switchboard & Room Bookings) and events.


  • Manage, motivate and develop individuals within the team to enable them to meet and exceed client expectations at all time.
  • Coach and mentor team members to achieve and exceed their potential.
  • Work on development plans with the Assistant Reception Services Manager and Reception Services Supervisors to continually develop their skills.
  • Reward and recognise individual and team performance to encourage an engaged and motivated team.
  • Manage, maintain and develop relationships with key stakeholders across the business.
  • Work closely and proactively with the client and team on key projects.
  • Take ownership of the operations provided by the team and be able to work effectively to deliver solutions where required.
  • Take appropriate action to address service issues to the satisfaction of the client and company in order to maintain client loyalty.
  • Work closely with other service providers to maintain and improve the overall client journey.
  • Be aware of H&S legislation and be security conscious at all times. Ensure the on-site H&S champions are fulfilling are duties required of them.
  • Participate actively in all appropriate company-wide meetings and events.
  • Host facilities meetings when required to discuss up and coming meetings/events, and make necessary changes to the system.
  • Ensure weekly team talks are held and team are provided with updates as necessary.



Business Development

  • To actively participate and assist with sales presentations and site show rounds
  • To stay close to the business at all times making recommendations on improvements and innovations to the client and the Operations Manager and as directed to implement these


Financial Management

  • To have a complete understanding of the finances within budget for our contract
  • To oversee the payroll management
  • To ensure supplier invoices are processed promptly
  • To produce reports, graphs and statistical information as required.
  • To work with the Operations Manager and clients to ensure our contracted services are consistently market leading, looking for opportunities to be able to sell and present these to clients.


Limits of Authority & Decision Making:


  • File notes, letters of concern, disciplinary procedures and investigations within company guidelines.
  • Deal with any complaints in the first instance and escalate to Operations Manager when and if appropriate.
  • To ensure your management team are carrying out return to works and absence reviews
  • Able to make decisions considering risks and commercial consequences and presenting these in a clear, concise and persuasive manner to all parties as required. This will involve both verbal and written communication.


People

  • Lead by example from the from the front.
  • Proactively communicate with all your direct reports on a frequent basis both verbally and in writing implementing new service ideas, new system, policies and procedures.
  • Responsible for on-site induction and probation of employees in line with company policies.
  • To carry out annual appraisals in a timely manner with all direct reports and produce development and improvement plans that are followed through.


Personal Drive, Organisation and Planning

  • Identify realistic but challenging self-development needs and take full responsibility for your own development and learning.
  • To effectively manage your own time on a day to day basis placing the emphasis on where your contribution will add the greatest value.
  • Produce monthly, quarterly and annual reports and proposals for clients and the company as required.

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