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About the Role

The Reception Manager will be permanently based on the reception desk(s) covering the front of house function. This role is responsible for additional reception areas within the client building, representing St James and its clients. The Reception Manager will have ownership and accountability for the reception area and its environment, and will be responsible for managing, leading, and developing their team.

Responsibilities

Take full ownership of the reception and all associated areas.
Ensure reception areas are kept in impeccable order at all times.
Collate and deliver accurate reports on all aspects of information as requested.
Review existing standards and procedures while implementing new best practices.
Proactively solve problems and recommend changes for improvements.
Produce, manage, and operate the reception rota, checking future planned absences and liaising with management for cover.
Manage and promote the implementation for any change, upgrade, or advancement in software systems.
Lead the team to create positive memorable experiences by exceeding expectations.
Develop and implement the customer experience strategy with key stakeholders.
Create, implement, and maintain events based on client requirements and St James values.
Be involved in, pre-plan, and execute the organizing of events/pop-ups and ESG initiatives.
Create newsletters for the landlord when required.
Ensure the team functions to professional and consistent standards to provide a high level of customer focus.
Ensure the team is correctly attired and projects a professional image at all times.
Maintain the visitor electronic pass system and client-facing areas, including fault reporting.
Attend and take minutes at management meetings when required.
Participate in interviewing potential team members.
Meet and greet all guests and visitors, ensuring exceptional service.
Assist guests, visitors, occupiers, and clients with queries, comments, and suggestions professionally.
Receive and answer calls promptly and efficiently, transferring calls as appropriate.
Manage difficult or distressed callers calmly and professionally.
Report accidents or incidents where appropriate.
Perform administrative duties including word processing, photocopying, ordering stationery, post, couriers, and facilities management tasks.
Lead, manage, and develop the FOH team.
Conduct annual appraisals and performance management for the FOH team.
Conduct Return to Work interviews for team absences.
Identify training needs and assist in the skills and development of the FOH team.
Maintain good working relationships with colleagues.
Adhere to St James policies, procedures, and code of conduct.
Be fully conversant with emergency procedures related to Health & Safety.
Ensure compliance with all current statutory legislation regarding health and safety and the environment.
Perform any other duties as deemed necessary to support the client, customer, colleagues, and St James.

Requirements

Previous experience in managing and leading a team.
Proven working knowledge of customer service experience.
Previous experience is essential in a similar corporate background.
Excellent command of the English language, both verbal and written.
Working knowledge of IT with experience of using Microsoft Office.

Skills

Management skills
Collaborative approach
Good interpersonal skills
Flexibility to work with a range of styles and personalities and according to business demands
Excellent customer service skills
Strong efficiency
Motivation
Excellent organisational skills
Excellent punctuality
Outgoing and “can do “attitude
Innovation
Creativity
Tact
Diplomacy
Proactive
Helpful

Location

client Building

Work Type

permanently based

About the Company

St James