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About the Role
The Team Leader will be responsible for the reception desk and additional reception areas, ensuring a high standard of front of house services. This role involves managing, leading, and developing the reception team to create positive experiences for all visitors and clients.
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, implementing new best practices.
- Proactively solve problems and recommend changes for improvement.
- Produce, manage, and operate the reception rota, arranging cover for absences.
- Manage and promote the implementation of software system changes or upgrades.
- 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 company values.
- Organize events, pop-ups, and ESG initiatives.
- Ensure the team functions to professional standards, providing high customer focus.
- Ensure the team is correctly attired and projects a professional image.
- Maintain the visitor electronic pass system and client-facing areas.
- 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 and visitors with queries, comments, and suggestions professionally.
- Receive and answer calls promptly and efficiently.
- Manage difficult or distressed callers calmly and professionally.
- Report accidents or incidents where appropriate.
- Perform administrative duties including word processing, photocopying, and ordering supplies.
- Lead, manage, and develop the Front of House team.
- Conduct annual appraisals and performance management for the team.
- Conduct Return to Work interviews for team absences.
- Identify training needs and assist in the skills development of the team.
- Maintain good working relationships with colleagues.
- Adhere to company policies, procedures, and code of conduct.
- 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 company.
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
- Adaptability to business demands
- Excellent customer service skills
- Strong efficiency
- Motivation
- Excellent organizational skills
- Excellent punctuality
- Outgoing and “can do “attitude
- Innovation
- Creativity
- Tact
- Diplomacy
- Proactive
- Helpful
Location
- Client Building
Work Type
- Full-time
Experience Level
- Management experience
About the Company
- St James