Job Description

• Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
• To ensure that weekly / monthly MI is collated and submitted in a timely manner
• To build professional relationships with key stakeholders to develop knowledge of personal requirements
• To identify and manage the methods of improving quality, standards and variety within the Reception and Conceirge services to meet the clients needs
• To ensure that team members obey site rules and maintain a smart appearance including the wearing of correct uniform
• To complete all required paperwork i.e. annual leave notifications / support services requests
• To conduct Monthly / Annual reviews with all team members, ensuring clear SMART objectives are set and being supported
• To arrange and distribute weekly team roster, including the arrangement of agency when required
• To be responsible for all recruitment / onboarding of new starters
• To monitor breaks and start/finish times within company site rules
• To look out for and advise your manager when you see ways to improve work activities or reduce cost
• Actively assist in creating a good team spirit
• To demonstrate a willing and positive manner and to lead by example at all times
• To communicate effectively with all team members and participate in all contract activities
• To act as the central point of contact on-site for all service lines, contractors, clients and guests
• Stock monitoring and ordering consumables/kit where appropriate
• Use computer as an effective communication tool, inputting data as requested into excel and word documents
• Ability to identify and escalate building maintenance issues/hazard perception
• To demonstrate a great working relationship with all service area’s; liaising with them daily to ensure delivery of a quality service, on time, to specification
• Attend training as appropriate/on-line/out of house/self-development
• Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• To ensure you are immaculately dressed in uniform and adhere to Signature grooming standards
• To portray a friendly, professional and courteous demeanor at all times, using open and appropriate body language
• To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
• To be articulate and pre-empt the needs of clients and visitors
• Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
• To ensure meeting room requests are processed efficiently; prepare, set up and clear meeting rooms for internal & client meetings if and when appropriate
• To be responsible for the upkeep and cleanliness of your allocated areas
• To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
• To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards
• To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards
• Deliver monthly Toolbox Talk to team members and ensure they are signed off on Training Record Cards
• Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
• Ensure the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
• Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
• To be responsible for daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely. Manner
• To ensure a first fix response for the onsite AV equipment and MFDs is provided
• Customer support and training of the condeco systems
• Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completion
• Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
• Liaising with FM, overseeing all contractor activity to minimize impact on site operation and customers
• Raise accident and incident reports and track through to closure
• Provide operational support to any internal events
• Actively seek and review customer feedback, track remedial actions through to closure
• Support with all internal and external audits
• Work flexibly to support out of hour requests and extended hours to self-cover operations
• To support the Service Level Agreement by ensuring that all activities are carried out effectively
• To assist in any other reasonable duties as required by the Facilities Manager, Operations Manager or Client

Required Knowledge, Skills, and Abilities

A clear understanding of Health & Safety practices, IOSH certified. Passionate about exceptional customer experience. Enthusiastic and conscientious. An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers. Computer literate (Word, Excel, Outlook E-mail) and excellent administration skills. Able to work off their own initiative and with minimal direction. Organized, capable of managing and prioritizing multiple workflow requirements. Excellent written and oral communication skills. High attention to detail. Flexible and proactive. Ability to build positive relations with colleagues, guests and clients. Immaculate personal presentation endorsing the Signature five star image. Previous experience of leading a team. Previous experience within 5* customer service role, ideally gained within a corporate or 5 Star hotel environment. Excellent time management and organizational skills. The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate. Ability to deal with multiple requests simultaneously. To support the team in achieving a positive representation of the Signature Standards. Team player. Be innovative, identifying improvements and smarter ways of working.