Overview
Job Title: Receptionist
Responsible to: Senior Receptionist
Remuneration: £12.21
Hours per week: 28 hours
Base: YMCA Black Country Group, Western Gateway, 38 Carters Green, West Bromwich B70 9LG.
Annual leave: 25 days (plus 8 statutory holidays) (pro-rata)
Background: YMCA Black Country Group provides a range of Services including Health and Wellbeing programmes, Youth Services, Supported Accommodation, Nursery Facilities and Learning and Skills.
Job Role
Working as receptionist at our YMCA Western Gateway site, you will be responsible for providing excellent customer support. You will ensure the smooth operation of all key tasks relating to front of house reception. You will support with conference hires along with signposting customers and dealing with queries relating to internal and external organisations. Outstanding organisation skills, communication and interpersonal skills are essential.
You will support the Senior Customer Support and Conference Officer to achieve Western Gateways key priorities, and therefore, experience in sales, accurate record keeping and data entry are vital to the role.
The post holder must be able to respect the Christian Ethos of the YMCA and uphold its values. A DBS clearance will also be required.
Duties And Responsibilities
* To offer a consistent, high standard of service and assistance to customers and to maintain a presence that offers a courteous and attentive service.
* To be passionate about customer satisfaction and endeavour to create the perfect customer experience.
* Where appropriate meet and greet visitors and clients whilst maintaining confidentiality and discretion at all times.
* Supporting conference hires by providing an attentive service throughout including signposting to rooms and on occasion setting up and packing down of rooms.
* To be knowledgeable of all YMCA Western Gateway conference packages and catering offers and to up-sell to customers to maximise sales and income.
* To collate customer feedback on conference experience to ensure quality of service is maintained.
* Maintaining the Western Gateway public areas and conference rooms working closely with YMCA BCG maintenance/ cleaning team reporting any concerns ensuring they look pristine and free from hazards at all times.
* To deal with all enquiries and sign-post customers as needed.
* Answer calls in a timely manner and correctly direct callers via our switchboard.
* Deal with compliments, comments and complaints in accordance with policy and procedure and in a professional manner.
* To complete all administration tasks relevant to the role.
* Ensure that all goods received are securely stored and forwarded to the relevant recipient.
* Ensure productivity is maximised through meticulous time keeping and efficiency.
* Utilise the central data system, taking cash payments ensuring that bookings and payments are taken correctly and accurately processed.
* To maintain records and statistics as directed by line management.
* To be responsible for booking out and ensuring the return of material assets behind reception (e.g. Projector, PA system etc.).
* Undertake evening and weekend working as required.
* Undertake other general duties as appropriate to the post.
General
* Operate within YMCA policies and procedures, ensuring that the health & safety of clients, colleagues, carers and yourself is maintained at all times.
* To have an understanding of, and commitment to, the principles of equal opportunities.
* To keep up to date with relevant professional practice.
In addition to the job set out in this job description the worker may, from time to time, be required to undertake additional or other duties as necessary within his or her capabilities and status to meet the needs of YMCA Black Country Group.
Person Specification
Receptionist
Essential
Experience of
Desirable
* Organising and supporting conference facilities ensuring smooth delivery and excellent customer satisfaction
* Being a professional representative of the YMCA BCG providing high quality, front facing customer service
* Working in a fast paced environment whilst maintaining quality of service and attention to detail
* Responding to compliments, comments and complaints in a professional and courteous manner
* Collating and reviewing customer feedback to improve quality standards
* Experience in one or more of the following sectors: corporate event planning/ sales/ front of house.
Qualifications
* Level 3 or above in relevant qualification such as Customer Service or Business Administration
* Experience of working within a fast paced reception/ conference environment
Skills
* Ability to effectively communicate, both verbally and in writing, with customers, guests, co-workers and partner organisations from diverse backgrounds.
* Ability to actively promote and up-sell conference offers and packages
* Ability to lift and move furniture in preparation for conference bookings whilst adhering to safe manual handling
* Demonstrable time-management and organisational skills and the ability to prioritise own workload and maintain attention to detail
* Ability to use own initiative with little day to day supervision
* Ability to work effectively as part of a team
* Ability to engage and build rapport with all clients and partner organisations.
Knowledge of
* IT/computer software, including social media platforms, and ability to learn new systems quickly.
* Demonstrate an excellent understanding of health & safety including risk assessments.
* Safeguarding policy and procedure and the ability to act when necessary
* YMCA Black Country Group internal services and Western Gateway operations.
Personal Attributes & Qualities
* Be able to clearly express yourself verbally using good grammar, vocabulary and a friendly voice, as well as excellent body language and eye contact;
* Demonstrate a neat, professional appearance, outgoing personality, a ready smile and a willingness to assist others.
* Be flexible, proactive and willing to take on new challenges.
* Have a friendly, enthusiastic approach with a can-do attitude.
* Be client/customer focused, polite, professional, courteous and attentive at all times.
General
* A commitment to equal opportunities in the workplace which creates a welcoming environment for people of all faiths and of none
* Willingness to develop within the job and undergo training as necessary
* Current First Aid Qualification
* To respect the Christian Ethos and values of YMCA Black Country Group.
Note: The post holder must agree to authorise a full Criminal Records Bureau check.
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