Front of House Receptionist - Regis House, London

Savills Management Resources; City of Westminster; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading real estate management company in the City of Westminster is looking for a Front of House Customer Experience Manager to lead the customer experience onsite. You will ensure exceptional service delivery, manage visitor engagement, and coordinate events to foster community within the building. Candidates should have strong customer service experience, preferably in luxury hospitality or corporate reception, and be proficient in Microsoft applications.

Qualifications

• Management experience in the customer service industry, ideally in corporate reception or hospitality.
• Creative and forward-thinking with ideas to improve service levels.
• Capability to deal with challenging visitors in a professional manner.

Responsibilities

• Act as the first contact for all visitors and occupiers.
• Deliver luxury five-star welcome within the reception lobby.
• Lead on on-site events, activations, and community engagement.

Skills

Management experience in Customer Service

Outstanding hospitality skills

Strong communication skills

Event planning and execution

Proficient in Microsoft applications

Job description

Overall, Purpose/Aim: Regis House hosts a contemporary reception space, with multi-occupied floors and the expectation of a warm welcome for all guests and visitors. The main purpose of the role is to lead on the front of house customer experience within this property acting as the main point of contact for all customer/stakeholder enquiries onsite. You will be a customer service professional, leading with a positive and inspiring personality, demonstrating a positive approach with strong communication skills to manage the expectations of occupiers on a daily basis, including reporting of building matters to the PM team. You will create a community within the building, focusing on engagement and events/activations as well as consistently exceptional service to form a lasting positive impression to all.

Responsibilities

• Act as the first and main point of contact for all visitors, occupiers and other key stakeholders onsite.
• Deliver a luxury five-star welcome within the reception lobby for all visitors, building occupiers and stakeholders
• Ensure the reception area is maintained to a high standard, kept clean, tidy and welcoming to all visitors and occupiers, ensuring an outstanding first impression is made.
• To be presentable at all times and maintain a courteous, professional and intuitively helpful nature. If a uniform is supplied it must be kept in an impeccable, clean condition at all times.
• Meet and greet all visitors reporting to the reception desk and maintain an accurate log of all visitors' records.
• Creating and delivering the customer journey, accounting for all occupier business preferences
• To provide assistance and direction to visitors and notify occupiers and hosts inline with their preferred procedure.
• To support the PM Team where possible with contractor management, permits and access.
• To monitor building activity and report via helpdesk where issues arise, communicating to stakeholders throughout.
• To drive the occupier engagement on the Savills' Cureocity app and link-in with local businesses for collaborative offers.
• To lead on on-site occupier events, activations, pop-ups and events, reviewing opportunities and analysing outcomes for future opportunities.
• To maintain a professional manner when communicating via telephone and emails.
• To carry out your daily duties outlined by your Building Manager and Line Manager and lead by example across other service partners when in the lobby space.
• To adhere to all procedures and operating standards of work in place at your property and assist in creating/developing these where required.
• Establish a professional working relationship with all colleagues, occupiers and visitors within the property and be the first point of contact for the building.
• To deal with all queries on site efficiently and professionally, and appropriately direct queries to the relevant person(s) for action.
• To maintain good working knowledge of the property systems and procedures to enable you to provide support during team members absences.
• Overseeing the helpdesk, ensuring tickets are assigned to the correct team member and closed out in timely manner, adding updates when required.
• Generate the monthly newsletter for occupiers.
• To assist colleagues, occupiers and visitors in the event of an emergency, keeping inline with your level of agreed responsibility.
• To be mindful that you are representing the property, Savills and the landlord at all times.
• To strive to be your best self with the result of job progression.
• To become a vital part of the property team and maintain our property's one team ethos across all other service partners.

Qualifications

• You will have management experience in the 5 Customer Service industry, ideally from corporate reception, hospitality or a luxury background.
• You will be confident and professional.
• You will have a friendly, welcoming personality while remaining professional at all times.
• You will be acutely aware of your surroundings and occupiers - ensuring that service levels are upheld and all visitors/occupiers are seen to in a timely manner.
• You will understand the importance of 5 Service delivery, displaying outstanding hospitality skills.
• You will be able to demonstrate the ability to deal with challenging visitors and/or situations in a professional and calm manner.
• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.
• You will have experience of engaging with visitors and occupiers and setting up events and activations.
• You will feel confident in leading the customer journey across all the district's service partners.
• Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook. Knowledge on Savills' systems.