Customer Experience & Front of House Presence
Overview
To deliver an exceptional customer service experience to all site residents, guests, and visitors by acting as the first point of contact. This role is key to creating a welcoming, professional, and safe environment, ensuring all interactions exceed expectations.
Responsibilities
Guest & Visitor Management
* Greet and welcome all guests courteously, anticipating their needs and ensuring a seamless experience.
* Efficiently manage guest registration and host notifications, including e-registration support.
* Issue visitor passes in line with site security protocols.
* Clearly explain health, safety, and evacuation procedures to all non-resident visitors.
* Remember and recognize frequent guests to personalize their experience.
Reception Operations
* Ensure the reception desk is never left unattended during operational hours.
* Promptly and professionally answer telephone calls and respond to emails.
* Monitor and manage the reception inbox, ensuring timely and courteous responses.
* Maintain the visual standards of the reception, lobby, and meeting room areas.
Meeting Room & Event Support
* Conduct daily checks of meeting rooms to ensure readiness and high standards.
* Set up meeting rooms as required and assist with AV equipment when needed.
* Coordinate hospitality and catering bookings in collaboration with catering partners.
* Support internal events, wellbeing initiatives, and seasonal celebrations.
Health, Safety & Compliance
* Conduct orientation tours for new starters, including HSE briefings.
* Participate in QHSE activities such as daily floor walks and observation reporting.
* Report building issues promptly through the appropriate channels.
* Enforce site procedures including desk and meeting room bookings.
Additional Duties
* Act as a first aider and fire marshal as required.
* Provide cover for the mailroom and other departments when needed.
* Maintain a professional appearance and wear the designated uniform at all times.
* Embrace innovation and seek continuous improvement in service delivery.
* Carry out any reasonable requests from management.
* Maintain a visible presence in the lobby and reception areas, engaging proactively with building users.
* Stand to greet guests during peak times to enhance the sense of hospitality.
* Deliver a 7-star service standard consistently, going above and beyond daily.
Key Attributes
* Warm, approachable, and professional demeanor
* Strong communication and interpersonal skills
* High attention to detail and proactive mindset
* Ability to multitask and remain calm under pressure
* Passion for delivering outstanding customer service
* Proficient in Microsoft office
* GCSE or equivalent in English
Job Type: Full-time
Pay: £24,420.00-£26,208.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* On-site parking
* Paid volunteer time
* Referral programme
* Sick pay
Work Location: In person
Expected start date: 01/09/2025