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Directly reporting to the Front of House Co-ordinator and as an integral member of STEP, you will need to work well within a small team and be able to motivate yourself to exceed your and our client’s expectations. The job can be physical and fast paced at times due to venue hire provisions so it key to be confident with multi-tasking, organisation and prioritising.:
* With a focus on exceptional customer service you will be responsible for managing all aspects of the reception at STEP including venue hire bookings, meetings and events.
* Provision of a first-class reception service for STEP staff, tenants and visitors at the STEP Building, and also at Stirling Business Centre and Enterprise House when required.
Main responsibilities include but are not limited to:
* First point of contact at Front of House for all tenants, visitors, clients and event delegates, providing an exceptional welcome and experience to all.
* Provision of a first-class concierge service.
* To maintain excellent working relationships with established clients, ensuring a professional service that promotes future business.
* Handle all venue hire enquiries both over the phone and via email, ensuring correct, detailed information is sent and that enquiries are converted into bookings.
* Follow up on initial enquiries and add all client details to CRM.
* To be proactively responsible for planning, setting up and coordinating room bookings, ensuring consistently high standards of professional presentation and customer care are maintained at all times.
* Fully service all meeting rooms / breakout space at the end of each day and throughout the day when required including, cleaning tables and chairs, replenishing refreshments and stationery.
* Arrange venue hire paperwork, room layout requirements and catering requirements for all bookings.
* Ensure meeting rooms and IT equipment are set up as requested and assisting with IT issues in rooms, linking laptops to TV’s, using the video wall etc.
* Prepare coffee stations and serve for meetings when required.
* Assisting with STEP events, leading on arranging catering, coffee stations, delegate registration and administrative work (agendas, badges etc.) and keeping the reception and breakout area clean and refreshments replenished.
* To be responsible for regular function stock (refreshments, stationery, etc.)
* All general reception duties including answering calls, greeting visitors, photocopying, franking, scanning, laminating etc.
* Maintain accurate financial records and petty cash transactions for photocopying / franking services. Ensure clients and tenants are recharged for services by passing detailed chargeable service records to Finance each month.
* Maintain and populate spreadsheet of weekly room hire bookings with accurate information for invoicing purposes.
* Carry out First Aider and Fire Marshal duties (training given)
* To provide cover within the department and co-ordinate any leave taken with other receptionists and the wider team, ensuring the department, venue hire bookings and the reception desk are covered at all times.
* Operation of computerised systems (including use of appropriate software e.g. Outlook, Excel spreadsheets, CRM etc.).
* Opening and securing of STEP buildings when required.
* On occasion, work weekends, evenings and public holidays as required according to business demand.
* Other duties as directed by the management team.
Person Specification
STEP is a close-knit, driven team that care deeply about delivering the best customer service and business support. Therefore, it is important that the person who joins our team meets the person specification below and is a passionate ambassador for the business:
* Use of previous CRM system and IT literate.
* Highly organised, efficient and thorough.
* A strong eye for detail and meticulous attention to detail.
* Self-motivated, enthusiastic, able to work independently.
* Ability to multi-task, prioritise and work under pressure.
* Enthusiastic, proactive and self-motivated.
* Excellent people skills and a helpful and supportive attitude.
* Able to work across teams and liaise confidently with colleagues at all levels.
* Excellent written, communication and interpersonal skills.
* Committed to providing the highest level of customer care
* Develop and maintain positive working relationships with others
* Positive, out-going, practical and friendly
* Punctual, reliable, responsible and trustworthy
* Outstanding personal presentation
* A bubbly and friendly manner always striving to be helpful
* Takes pride in the achievement of team objectives
* Takes ownership and accountability
* Occasional flexibility to work outside of office hours and to travel to other locations
* Exceptional time management and organisation skills.
* Driving licence and car owner
* Accredited customer care qualification or training.
* Experience of event and venue hire operation provision.
* A sound knowledge of health and safety working practices.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Non-profit Organizations
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