245 Hammersmith

ST James Facilities; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

ST James Facilities is seeking a Receptionist to cover front-of-house operations on the reception desk, acting as the first point of contact for guests and occupiers. You will manage calls, sign-ins, directions and assist with events and building communications.

Based at the building, you will work with facilities, security and management to ensure a high level of professionalism and customer service, maintaining a clean and welcoming reception at all times.

Qualifications

• Proven working knowledge of customer service experience.
• Previous experience is essential in a similar corporate background.
• Good command of the English language.
• Working knowledge of IT with experience of using Microsoft Office.

Responsibilities

• Take full ownership of the reception and related areas, coordinating with cleaners, facilities, security and other departments.
• Welcome visitors, sign in guests, and direct them to appropriate floors with professionalism.
• Answer calls promptly and transfer as needed; manage difficult or distressed callers calmly.
• Assist with post, deliveries and related administrative duties per procedures.
• Support events, pop ups, and social media content creation for the building.
• Maintain the reception area tidy, organised and report issues to Building Management.
• Contribute to weekly meetings and complete weekly reports.

Skills

Customer service

Interpersonal skills

Punctuality

Communication

Proactive attitude

Event coordination

Social media content creation

Tools

Microsoft Office

Job description

Overall Purpose

The Receptionist will be permanently based on the reception desk covering the front of house function.

As a Receptionist you represent St James and St James’ clients. We provide our customers and clients with a high level of customer service and professionalism. To go the extra mile to keep our customers and clients happy.

To liaise with the occupiers and make the building your own.

Duties and Responsibilities

• To take full ownership of the reception and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary.
• Ensuring that all functions are carried out in accordance with stipulated protocols and procedures.
• Making sure the relevant St James Operations Manual, occupiers procedures, phone database is up to date.
• Being a presentable and professional first point of contact for all guests, visitors, occupiers and clients to the building, as outlined in the St James Guide.
• Being responsible for the meeting and greeting of all guests and visitors to the building and providing them with exceptional service.
• Signing in guests and visitors according to security procedures and processes and directing them to the relevant floors.
• To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner.
• To be involved with pop ups and events that periodically take place.
• To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate.
• Manage difficult calls and/or distressed callers’ in a calm and professional manner.
• Where appropriate, reporting of accidents or incidents.
• Handling post and deliveries and recording them in line with the buildings Team Agreement/Operations Manual.
• Administrative duties including word processing, photocopying, ordering stationary and facilities management tasks as directed by Building Management.
• Have strong knowledge of the building and being able to report issues in a timely manner.
• Organise events and pop ups for the building.
• Complete weekly reports.
• Participate in weekly meetings.
  
• Ensure the reception area is kept organised, clean and tidy at all times.
• Stand to greet all visitors to the building.
• To be “in post” ready to greet at allocated time.
• To maintain good working relationships with colleagues.
• Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.
• Provide cover and take responsibility for reception operations when the Reception Manager is on annual leave.
• Support the planning, management and delivery of building events.
• Create engaging content for social media and other communication channels.
• Complete general administrative duties and provide support to the wider team.
• Capture high-quality photographs and content during events for promotional and social media purposes.
• Organise and coordinate events from initial planning through to delivery.
• Build and maintain positive, professional working relationships with the Building Management team and key stakeholders.
• Maintain a professional, approachable and positive manner at all times.

Knowledge:

• Proven working knowledge of customer service experience.
• Previous experience is essential in a similar corporate background.
• Good command of the English language.
• Working knowledge of IT with experience of using Microsoft Office.

Skills:

• Good interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Excellent customer service skills.
• Strong efficiency and motivation.
• Excellent punctuality.
• Outgoing and “can do“ attitude.
• Innovation and creativity.
• Tact and diplomacy.
• Proactive and helpful.