Reception Manager

Front of House Reception ManagerPROception is offering an exciting opportunity for a Front of House Reception Manager to join our expanding team. We are looking for someone to lead and manage the occupier and guest experience at a prominent flagship location in Tottenham Court Road. The role will involve taking ownership of the front of house reception area and managing one receptionist to create a seamless and memorable welcome and work across service partners to create a One-Team ethos.A strongly intuitive sense of customer needs and an eye for detail will assist in supporting the building management team and developing strong, long-lasting relationships with occupiers. Exemplary communication etiquette, both written and verbal, are essential for the candidate to succeed within this role as is an understanding of confidentiality and professionalism.Responsibilities will include, but aren’t necessarily limited to: review of procedures, visitor management system and access control systems testing and reporting, meeting with client management and occupiers to ensure our delivery is aligned to their expectations and creating/editing operating procedures to reflect the agreed delivery.The post is offered on a full-time, permanent basis upon completion of your 6-month probationary period. Hours of work are Monday to Friday on a rotational basis (08:00-17:00/09:00-18:00), however the successful candidate will require a flexible approach to ensure that the operational needs of the business are met.This position boasts a competitive salary with a holiday entitlement of 28 days, inclusive of bank holidays.PROception prides itself on offering an exemplary welcome to our clients, combining the three key disciplines of reception, concierge, and security.Key Responsibilities·      Management of the team, with a lead-by-example mentality·      Ensure that our 6-star level of guest experience is always delivered·      An accomplished communicator with exemplary email etiquette and phone manner·      Ensure that an exceptional standard is consistently maintained·      Be discreet and confidential around occupier and visitor interactions·      Conduct team toolbox talks and briefings, including One-Team approach cross-training·      Attend and participate in weekly site team meetings·      Take ownership of the reception team in its entirety, health & safety, defects reporting, presentation standards and promoting ideas to enhance the guest experience·      Communicate effectively via the appropriate communication channel and chain of command·      First point of contact for occupier services, which will include service requests - reactive and non-reactive.·      Management of CAFM support software to log and manage team tasks, ensuring these are correctly assigned·      Key responsibility in the disaster recovery and emergency planning and delivery·      Ability to prioritise in a fast-paced environment·      Willingness to attend training, including health & safety and compliance·      SIA Licensed (and, if unlicensed, a willingness to undertake SIA training)·      Champion, implement and oversee our customer service package·      Undertake site welfare and image and uniform checks·      Complete weekly client reports·      Rota management·      Provide lunch cover as and when required·      Mentor and motivate staff to provide excellent customer service·      Ensure compliance with site procedures and oversee implementation·      Conduct and monitor staff appraisals including HR / disciplinary issues·      Inductions, training, and development of staff·      Review and improve contract management performance·      Develop, build, and strengthen client relationships·      Report regularly to the Operations Manager and escalate any issues accordingly·      Ensure consistent growth in developing client add-on revenue and pipeline streams·      Support the operations team with recruitment/ H&S activities/ HR Processes/ HR reports·      You will have the ability to multi-task and work well under pressure.Personal Specification·      Excellent communication and dynamic interpersonal skills·      Innovative and proactive approach·      Possess in-depth knowledge and actively promote the benefits, including amenities, events, and experiences, available to occupiers as members of the Derwent London community.·      Previous proven track record in delivering outstanding world-class service within the industry ·      Experience in a similar role for example: Customer Service Manager, Front of House Manager or Hospitality Manager would be considered·      Experience of managing teams·      Highly developed interpersonal skills to build and sustain effective working relationships·      Experience of staff appraisals/HR processes·      Proactive and ability to work well under pressure·      Exceptional customer focus and care, with the flexibility, energy, and desire to understand the company cultures·      Must have strong organisational skills and proven experience in managing a team in a demanding, fast-paced environment·      Risk awareness·      Ability to liaise with the client, build solid working relationships and manage conflicting priorities·      Good understanding and experience with all MS office and ability to delivery presentations and user guides