Purpose of the RoleThe main purpose of the role is to create a welcoming environment for all who walk through our doors. Offering a relaxed but very high-end service to give the first impression to Thirty Broadwick and our occupiers. Placing our occupiers and guest at the heart of all we do, always being proactive and helping wherever you can. To be a key part of the building team and communicating to all. To arrange and organise events to enhance the experience for occupiers and guests. To work and be involved in achieving the building goals and development. Key Responsibilities GENERAL
- Uniform to be kept well maintained and clean Appearance to be neat, tidy and well presented To adopt the building values and develop these within the team and building A welcoming and friendly attitude to all at all times. Being approachable and always willing to help
RECEPTION TASKS
- Take ownership of the reception and surrounding areas to ensure it is a welcoming and safe space at all times, ensure the look, sound and smell of the area is maintained at to a high standard. To have a proactive approach and create additional ideas to have how the customer experience can be improved. Be happy to discuss and express improvements in a constructive way. To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/RFM. To comply at all times with the reception processes and procedures and standards of work assigned to the property. Able to create and amend procedures to enhance the operation of the building. Establish a professional working relationship with the whole building team, occupiers, and service partners of the property. Welcome all guests to the property ensuring all are accurately and correctly checked in using the property visitor management system. To follow all occupier guest procedures at all times and correctly directing to the correct location and instructions to ensure a seamless journey through the building. To promote guests being prebooked using the visitor management system and sending out weekly stats to occupiers To answer the telephone and on-site intercom system in professional manner, assisting where possible or taking accurate messages and passing them along for answers. To manage the reception email ensuring all are responded to in timely manner and forwarded on as required. Email inbox kept tidy and well maintained deleting unneeded emails and having an effective filing system To maintain a physical presence at the reception desk. Desk is never to be unmanned during working hours. To deal with all occupier queries on site efficiently and professionally and as appropriate direct queries to site team or site contractors for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved. To accept and sort royal mail deliveries and to log any signed for royal mail deliveries onto the building deliveries system. To deliver the royal mail deliveries to the correct occupier reception within an hour of delivery. To direct all couriers and deliveries to the correct occupier floor to ensure delivery is made without issue. To acquire working knowledge of the property systems and procedures to ensure smooth running of the front of house. To carefully complete all log reports and checklists to be sent to the building manager.
HEALTH AND SAFETY
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained. To understand and assist with any emergency procedures as identified within the property emergency incident plan. To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures. To be aware of and abide by all rules, terms, and conditions of the company at all times.
FACILITIES AND ADMIN
- To take ownership of the reception manual, keeping up to date with any changers or new reception processes and procedures both site/occupier specific and department. To monitor the building helpdesk and raise helpdesk requests on the Elogbooks System and provide updates to occupiers To raise effective helpdesk requests for any issues relating to the building portal/ access control / IT systems Acquiring quotes for stationery and reception supplies / decorations Produce a monthly service review of all aspects of the reception service including innovation, to be presented within the monthly service review meeting Weekly catch ups with building manager detailing any upcoming items, feedback, issues, improvements To manage reception budget and track spend to feed back to building manager
EVENTS AND COMMUNICATIONS
- To hold experience of arranging pop up stalls in the reception area with local suppliers following the events calendar for the building. Keen to get involved with Local engagement for CSR incentives and to build good working relationships with chosen partners i.e volunteering opportunities / charity engagement To develop and update the building portal / app with regular announcements and building updates Produce a building monthly newsletter with upcoming events and updates in the building Produce monthly recycling reports using the waste service partners portal and additional information Ensure all events are effectively communicated using porters and the building app, including managing the event calendar Ensure all communications and posters follow the building branding Fully plan and arrange events – producing a comprehensive plan and quotes to present to the building manager for sign off Engage with local businesses to form partnerships and discounts for occupiers keeping them up to date and valid.
Skills, Knowledge and Experience It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.Essential
Excellent verbal and written communication. Careful and conscientious with an aptitude for attention to detail. Reliable, helpful and well presented. Team player with strong customer service skills, able to provide a helpful and polite service, able to build relationships with all levels of personnel. Pleasant telephone manner and efficiency in relaying messages and taking instructions. Ability to deal with confidential information. Good organisational and time management skills. Wil