Front of House Senior Receptionist

Mitie; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities management company in Greater London is seeking a Senior Receptionist to oversee the Front of House team. This role focuses on providing exceptional customer service, managing reception processes, and ensuring visitors receive a warm welcome. Candidates should have prior experience in customer service, excellent communication skills, and the ability to multitask effectively. This role offers an opportunity to impact the first impression of the firm significantly, making it crucial for the reception area to operate smoothly and efficiently.

Qualifications

• Previous experience in a customer service environment is essential.
• Ability to communicate effectively both verbally and in writing.
• Strong relationship skills and customer focus.

Responsibilities

• Supervise the Front of House team and ensure high-quality services.
• Effectively communicate information to assist service teams.
• Anticipate visitor needs and ensure their expectations are exceeded.

Skills

Customer focus

Time management

Effective communication

Problem solving

Multitasking

Tools

Excel

Word

Outlook

ERS (Enterprise Reservations System)

Job description

MAIN PURPOSE

The role of the London FOH Senior Receptionist is to provide the highest level of customer service to the Firms' Partners, employees and clients in line with agreed service level agreements and procedures. The objective is to make all visitors first impression of the Firm a positive and lasting one.

• Responsible for supervising the Front of House team at the designated areas.
• Responsible for planning the Firm's client services requirements to provide high quality of Front of House services - ensuring all visitors are greeted professionally and receive a warm, courteous and efficient welcome in line with service level agreements (SLAs).
• To manage processes for handling all incoming telephone calls / enquiries to the reception desks ensuring these are dealt with promptly and professionally, using the agreed salutation and procedures.
• Developing and supporting London FOH Receptionists to continually deliver exceptional service with a prompt and welcoming greeting and efficient sign in.
• Responsible for monitoring the overall tidiness of the reception areas including reception desk, Talent Academy and training rooms, client waiting areas, and client meeting rooms in the designated reception area/client suite.
• Build strong working relationships with each team providing services to client meeting rooms e.g., catering, AV/VC, cleaning, IT, building maintenance, Central Reservations etc. in order to offer a seamless service to partners, clients and visitors.
• To liaise and communicate with team members and other service departments in a clear and timely manner ensuring effective service delivery and teamwork.
• To always promote a professional and pro-active image for the Front of House team through leading by example and supporting and maintaining the core values of the Firm.
• To ensure the London FOH Team Leader is made aware of any service issues requiring attention in the reception area and client suite.

MAIN JOB RESPONSIBILITIES

• Effectively communicate any information, which will assist the Front of House and other Service Teams in the smooth operation of their duties.
• Whenever possible, anticipate visitor/caller/booker needs.
• Follow up on meeting room requests to ensure internal and external client expectations are not only met but exceeded.
• Ensure visitors and Hosts are always kept informed of any delays.
• Maintain an organised and tidy work area.
• Mentor new joiners ensuring required induction, training and standards meet service level agreements.
• Maintain and practise a high degree of confidentiality and integrity.
• Establish a network of key contacts across the London offices and develop excellent knowledge of EY business and communicate throughout the Front of House and AWS team.
• Promote compliance with all applicable statutory and regulatory standards.
• Maintain appropriate stationery stocks in all reception areas.
• Support the London FOH Manager with administrative duties such as team Rota (desk cover between both offices), Holiday approvals, WP+ Daily Reconciliations, etc.

Health and Safety

• Always work safely and report any hazards to the London FOH Team Leader and/or London FOH Manager immediately.
• Follow all Health and Safety instructions as directed by either the local WPC or London FOH Manager.
• Attend all statutory Health and Safety training.
• Liaise with the trained first aider if a visitor should fall ill or have an accident and ensure all the relevant paperwork is completed for EY.

Security

• Report incidents to the London FOH Team Leader and/or London FOH Manager and/or building security as appropriate.

General

• Support EY's environmental initiatives.
• Ensure best practice for waste and energy savings are followed.
• Fully support the implementation and ongoing requirements of EY's ISO standards.

Key Attributes

• Immaculate grooming and personal hygiene in accordance with AWS dress code guidelines for Front of House employees.
• Ability to communicate effectively both verbally and in writing is essential.
• Computer literacy skills - Intermediate Excel, Word, Outlook, ERS (Enterprise Reservations System).
• Ability to operate calmly under pressure.
• Strong customer focus and time management.
• Able to demonstrate a professional and organised approach to the role.
• Logical thinker, able to spot errors and resolve queries.
• Able to deal with interruptions, work to deadlines and prioritise.
• Strong relationship skills - able to build and maintain rapport with guests.
• Able to multitask and be flexible.
• Enthusiastic, committed and determined.
• Attention to detail and ability to influence in a positive way.
• Striving to improve the service offer with proactive approach to service delivery and client satisfaction.

General Experience

• Previous experience of customer service environment essential.
• Previous corporate working experience desirable.
• Ability to work independently and as part of a team.
• Previous experience as corporate Receptionist desirable.