Join Our Prestigious Private Members’ Club as a Receptionist / Reservation Agent
The Rag, one of London's most distinguished private clubs, is seeking a personable and professional Receptionist / Reservation Agent to be the welcoming face of our exclusive establishment. Located at 36 Pall Mall in the heart of Mayfair, with stunning views over St James’s Square, our club offers members a luxurious home away from home—familiar, comfortable, and inviting.
THE RAG - ARMY & NAVY CLUB
36 Pall Mall, London SW1Y 5JN
Our club proudly hosts members from around the globe, representing diverse backgrounds from both military and non-military sectors. We are committed to providing exceptional service and creating an elegant, discreet environment where every guest feels valued and cared for.
Army and Navy Club
Pall
Mall, London
Receptionist
JOB DESCRIPTION
Job Title: Receptionist
Department: Front Hall
Responsible to: Head
Receptionist
Location of Work: St James’s, London (OnSite)
Duration: Full time –
Permanent
Start Date: As soon as
possible
The Army and Navy Club also known as the Rag is one
of London’s most prestigious private clubs, welcoming members from around the
globe, all walks of life and from both military and non-military backgrounds.
The Club is a hidden gem, situated at 36 Pall Mall in the heart of Mayfair with
views over St James’s Square and offers members a luxury home from home that’s
familiar, comfortable and welcoming.
ABOUT YOU:
You are an experienced hospitality professional
able to assist with Front Hall operations and provide excellent customer
service. Your professionalism allows you to adhere to service standards during
the shift. You are a capable multi-tasker, managing various duties from
accounting and reporting to member requests and complaints. You enjoy the
fast-pace of the front hall operations and understand the importance of service
standards. As the Front Hall representative, you maintain a professional
environment while on duty. Your interpersonal skills allow you to address
member needs and troubleshoot issues. Attention to detail and service
excellence are essential for you.
The Front Hall Receptionist provides support to all
members and guests of the club during the their stay. You will enforce the
standards of excellence while on duty and ensure all Front Hall operations run
smoothly.
PURPOSE:
To assist with all
front office operations and provide excellent customer service to members and
guests during the shift. Handle accounting, reporting, and other tasks
accurately and efficiently. Address member and guest requests, complaints, and
inquiries professionally and promptly. Represent club management on duty together
with the other members of the team. Coordinate across departments to ensure
smooth operations and fulfilment of member/guest needs. Deliver outstanding
service experiences and interactions during their stay. Safeguard club members
and guests, facilities, and assets throughout your shift. Uphold safety and
security protocol. Support the Head Receptionist and front hall team in
executing all operations and services.
Flexibility is required
for a 7-day operation, with a focus on ensuring adequate night shift coverage.
DUTIES AND RESPONSIBILITIES:
Front Desk Operations:
·
Greet members and guests upon arrival and assist
with check-ins / check-outs
·
Provide members and guests with information and
handle requests
·
Keep front desk area tidy and organised
·
Listen and respond to member queries and requests
Accounting:
·
Assist
with end of shift reconciliations
·
Prepare
bills for departing members and guests
·
Support
accurate and timely night audit
·
Record
all room reservations in reservations database
·
Ensure
correct room allocation
·
Maintain
clear records of member bookings
Administration:
·
Respond
professionally to member and guest complaints and issues
·
Maintain
awareness of nightly arrivals/activities
·
Uphold
excellent service standards
·
Be aware
of club activities and visiting guests
Safety/Security:
·
Adhere to
all fire safety procedures
·
Report
any suspicious behaviour or safety hazards
·
Support
secure storage of member valuables
Team Support:
·
Provide
assistance to night management as needed
·
Support
cross-departmental coordination
·
Assist
with training new night staff
·
Liaise
with departments to address issues
General:
·
Perform
occasional tasks outside of routine duties
·
Be fully
conversant with club rules and policies
·
Liaise
with porters on parking and other matters
RECEPTIONIST QUALIFICATIONS AND SKILLS:
1-2 years’ experience in customer service or
hospitality
Strong communication skills
Ability to learn club systems and software
Exceptional customer service skills
Basic computer knowledge
Comfort working independently and with minimal
supervision
Service focused
Able to multi-task in a fast paced environment
PREREQUISITIES:
·
Well presented with excellent interpersonal and
communication skills.
·
Proactive and highly organised, capable and
flexible.
·
Confident & approachable
·
Computer literacy, administrative skills
·
Have excellent multi-tasking skills
·
Customer service orientation
·
Attention to detail and accuracy
·
Ability to handle stress and stay calm under
pressure
·
Conflict resolution skills, decision making and
judgment skills
·
Team work, flexible regarding work schedules
·
Ability to respond appropriately to diverse
customers and guests
EXPERIENCE:
Previous Front Office experience in a Mid-scale or
Luxury property is required.
Previous customer service and general computer
experience required.
Employee Benefits:
·
Progression within the role
·
Additional holidays during the Christmas
break
·
Interest-free season ticket loan
·
Long service award scheme
·
Retirement Gift Scheme
·
Flow: Online Training
·
Uniform and laundry
service
·
Free meals on duty
·
Free eye test and glasses
vouchers
Additional services:
·
Generous Pension
scheme
·
EAP & Employee wellbeing services
·
Chairman’s
Staff Fund