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Role Purpose
Responsible for the Customer/Client Experience throughout the portfolio of offices across the UK. Providing a seamless and integrated service for clients, ensuring an efficient, professional, welcoming and exceptional experience for all building users.
Key Responsibilities
Provide an exceptional Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have.
Ensure guests are greeted & welcomed courteously and their needs are anticipated at all times. Exceeding expectations should be a regular daily occurrence.
Efficient guest registration and host notification with the ability to remember guest names and faces, assist guests with e-registration
Issue passes in accordance with site security procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors.
To maintain a presence not just behind the desk but also in front and around the lobby area ensuring a positive interaction with building users in all areas. Standing to meet and greet is also required, particularly at peak times.
Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.
Completion of the daily activity spreadsheets and shift checklists to promote the running of an efficient reception service.
Book taxis and cars for staff and visitors as required from the approved site suppliers.
Administer the bookings for meeting rooms and inductions if required
To be competent and confident in the use of a range of relevant IT systems.
To proactively assist guests with luggage on their arrival at the building, providing receipt tags for all items stored.
To undertake general team administration duties for the Facilities Management operation as directed.
To take ownership for the visual standards of the entire reception, hospitality and site meeting room areas and all related areas that impact on the Customer Experience.
To support with the meeting room setups in the absence of a team member.
Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables.
Assist Security and Travel Planner with issues related to access cards and parking
Coordinate use of visitor parking managing expectations
Prompt and professional answering of telephone calls, taking messages and transferring of calls and information as required
Monitor the Reception email box, responding to emails in a timely and professional manner
Replenishment of front of house refreshments and checking of the standards in the area
Coordinating meeting room and hospitality bookings and liaising with our caterers if required
Maintaining and ordering stationery for front of house
Assistance with Audio Visual Equipment set up within the meeting rooms if required
Providing health & safety information for new starters
Assist in the QHSE activities, such as Weekly Floor Walks, Hazard Reporting, championing QHSE culture and providing support when necessary to the wider team
Be aware of and work to contractual service levels and key performance indicators
Be innovative and strive for continuous improvement
Be the ambassador for the account, by taking pride in personal appearance and ensuring that the appropriate corporate uniform is worn at all time.
To co-ordinate building events and delivery of health & wellbeing initiatives through the relevant teams
To liaise with key stakeholders to organise and celebrate key seasonal events for building users
To communicate such events through the appropriate communicate tools – email, posters, notice boards and/or digital screens
To help build a directory of building concierge type services
To carry out any reasonable request from management
Competencies
Communication
Manage expectations
Innovation
Continuous Improvement
CBRE / GWS Enterprise
Knowledge
Competence to Deliver
Financial management
PC skills