Purpose of the Role
- Ensure the FOH area, receptionist(s) or security members, systems, and procedures are adhered to and operating at optimum level.
- Ensure the highest standards in presentation at the property are always maintained. Reception area is kept clean, tidy, and welcoming and to five-star audit standards.
- To assist other employed staff, building occupiers and visitors in the event of an emergency / bomb threats or fire drills. Ensuring Weekly Fire Alarm are sent to the tenants.
- 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.
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
- Personal appearance is to be of a very high standard at all times. A courteous professional, helpful nature must always be displayed. If a uniform is supplied, it must be always kept in an acceptable and clean condition. Must ensure the receptionist or cover members adhere to the dress and appearance guidelines and liaise with RFM for supply of the missing item if it will be necessary.
- To keep up to date the training courses and to participate to the relevant courses required for F.O.H team.
- Ensure appropriate and clear communication lines are established and maintained with other departments / tenants.
- To maintain a physical presence at the reception desk it is not to be left unmanned at any time during building opening hours.
- Transferring / taking messages via phone calls / radio to the relevant departments.
- To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/RFM.
- To maintain all site records in line with operating procedures and carefully complete all log reports that may be required by the Reception Services Line Manager or the Building Manager/RFM
- To produce a monthly / quarterly service report and host Quarterly Monthly Service Reviews with your line manager and Property Management, including KPI's.
- To communicate with all Building Management teams (Engineering, Security, Cleaning) when needed to assist visitors or tenants in the building.
- with the Reception Services Line Manager, Property Manager, and other employed staff within the property in ensuring that the highest standards at the property are always maintained.
- To take ownership of the of the current visitor management system, providing content to support the buildings occupier platform including administrating new users.
- To maintain and keep up to date accurate reception operations manual of reception processes and procedures both site/tenant specific and department.
- To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
- To acquire working knowledge of the property systems and procedures to enable you to take control of the property during team members absences or busy periods.
- To ensure the cover members are aware about site procedures before holidays are taken by F.O.H team and to organise for refreshing training where necessary.
- Meeting and greeting visitors who enter in the building, supporting internal staff with any requests or enquiries.
- To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
- To communicate efficiently with all tenant Reception teams to ensure a smooth and quick sign in experience for visitors.
- Verifying access for the expected/unexpected visitors onsite and ensuring the procedure it is followed.
- Preparing Access Passes / Bar Codes for Visitors/ Staff Members/ Contractors and ensuring the correct data it is introduce into the visitor system Access Control Skyvisitor. Verifying if the access passes are functional and has the correct access and release from the system the outstanding passes when needed.
- Monitoring if any member of the team / new tenants need / required more training for accessing the Visitor System Skyvisitor and provide training.
- Provide support to tenants/ Security Team/ RFM Team when it is requested in regards of reports/system use/ visitors access.
- To provide support to Security Team/ RFM where needed/requested for callouts in terms of incident reports for the lifts.
- Prepare Monthly Reports for RFM Team from Skyvisitor Access Control.
- Preparing daily Reception Handover for Security Team (Day & Night) regarding access passes audit report.
Key Responsibilities
- Monitoring the Outlook emails and ensuring the answers are in time manner and taking action to resolve situations/requests.
- Informing the team via Calendar Invites and updating Skyvisitor with the relevant information's.
- Ensure all tenants/departments needs are met & complaints are handled efficiently
- Regular inspection of the Communal Areas for staff/tenants, to ensure H&S it is in place/ followed.
- Stationary Administration Requests, leasing with Facilities Building Manager for light refreshments of staff needs (coffee, tea etc.)
- General administration tasks which may include postal support, stationary ordering, printing e.c.t.
- Preparing Signs where needed.
- Ensure the Emergency Contacts Details are up to date for tenants/staff members.
- Promoting Brompton Bike and ensuring the bike it is inspected and always maintained by maintenance team.
- Assist in organizing, managing events such as Atrium/Roof Terrace or any other events for tenants.
- Liaising with other departments to ensure the tenants requests it is satisfied before any
- events will take place.
- Ensuring Public Liability Insurance Forms are up to date and Risk Assessments are completed before any event take place.
- Ensuring Young Person Risk Assessment Forms are completed by the tenants/ members of staff.
- To inform tenants about any news/updates/ requirements from Building Management.
- Monitoring and updating Basement Locker Audit Report.
- Ensuring all the lockers keys are functional and inform maintenance team/ facilities manager about missing keys.
- To acknowledge and action helpdesk jobs as they are being submitted and communicate them to the Engineering department when necessary.Cary out any other reasonable request of the Reception Servic