Front of House Reception Manager

PROception 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 Paddington. 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

      Ownership of the standards kept high for the main front reception i.e daily walkarounds and standards check

      Support with administrative tasks for Building Manager such as Smart Building initiatives, green forum for sustainability, events support and daily briefing minutes.

      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

      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