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- Develop a strong relationship with the on-site stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience
- Deliver an un-compromised colleague experience through curated events
- Create a collaborative environment amongst colleagues across the workplace promoting Future of Work behaviours and drive community engagement between colleagues
- Engage with colleagues to understand workstyle behaviour’s and make recommendations on how to improve the overall employee experience
- Provide a top-quality end-to-end VIP visitors experience (from parking, meet & greet…etc.)
- Ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey
- Maintain a strong awareness of business activity communicating all updates with team members
- Host the main reception area energising the space and creating lasting impressions
- Managing the reception inbox, responding to queries and booking rooms on request
- Provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
- Act as gatekeeper of the signage and communication displays and materials
- Fluency of both internal and external VIPs to constantly recognise and deliver service excellence
- Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises
- Ensure that the visitor and client spaces are always immaculate, taking ownership of the space and reporting issues appropriately
- Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner
- Provide administrative support to our client (scanning, printing etc.)
- Carry out daily checks on all areas of the building, ensuring everything is in good working order
- Proactively logging work orders and seeing them through to completion
- Issue keys to contractors as required
- Escort contractors as needed throughout the building
- Ensure Security and Health & Safety procedures are always adhered to
- Continually develop expertise of business operation and client knowledge to exceed in service delivery
- Using empowerment for problem resolution whilst enhancing visitor and client experience
- Ensure a commitment to service excellence recognised with service STARs
- To work flexibly across reception and the client floors, or wherever assigned by your Team Leader/Manager, based on business needs.
Guest Services Operation and Communication
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- Adaptable to work with a positive approach throughout the guest experience operation including some overtime for holiday cover, sick cover and some occasional travel to Whiteley to provide cover
- Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
- Maintain a strong awareness of business activity communicating all updates with team members
- Communicate to the Guest Services Team Leader /Manager any new / ongoing / potential issues and complaints so that they are addressed accordingly
- Support the training of new team members
- Liaising with other departments, namely security, facilities and hospitality services
Personal Presentation and Responsibilities
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- Maintain a professional, polite and considerate manner always
- Adhere to uniform and presentation standards as per the personal appearance guidelines
- Taking ownership of guest services responsibilities to constantly develop service standards
