Guest Experience Host - 20 Fenchurch

ST James Facilities; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

ST James Facilities is seeking a Guest Experience Host to cover a reception desk at 20 Fenchurch Street. You will be the first point of contact for guests, visitors and occupiers, delivering a warm, hospitality-led experience in a busy, high-visibility environment.

You will manage calls, maintain documentation and reports, liaise with facilities teams, and support events. A proactive, customer-focused attitude and strong English communication are essential.

Qualifications

• Must have previous experience delivering exceptional customer service.
• Excellent command of English, both verbal and written.
• Experience using Microsoft Office, PowerPoint and Excel.

Responsibilities

• Take full ownership of the reception and front of house areas, liaising with cleaners and facilities.
• Greet guests and visitors, delivering exceptional service at all times.
• Answer calls promptly and route to the appropriate department.
• Maintain reception area, folders, procedures and reports.
• Create and deliver daily/weekly/monthly reports and data as required.
• Ensure health and safety procedures are followed and reported.
• Assist with events calendar and building activities.
• Report accidents or incidents as needed.
• Keep reception tidy and organised at all times.
• Perform other duties to support the client and building.

Skills

Exceptional customer service

English language fluency

Interpersonal skills

Punctuality

Proactive attitude

Hospitality mindset

Tools

Microsoft Office

PowerPoint

Excel

Job description

Overall Purpose

As a Guest Experience Host, you will be permanently based on the reception desk covering the front of house function within the 20 Fenchurch Street. This is a flagship iconic building and is high profile with a fast paced environment. The client is based on site. Must be confident with lobby hosting, working in a high visibility building and enjoy delivering with a hospitality approach. You will be responsible for delivering exceptional customer service, ensuring a seamless journey for all that enter this building.

Duties and Responsibilities

• To take full ownership and accountability of the reception(s) and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, maintenance and other departments as deemed necessary.
• Ensure the St James folder, manual, occupiers procedures, phone database are up to date. Delivering of monthly reports and appropriate FOH data as and when required.
• First point of contact for all guests, visitors, occupiers and clients to the building. Dealing with all questions and queries.
• Being responsible for meeting and greeting of all guests and visitors into the building and providing them with exceptional service.
• To receive/answer calls promptly and efficiently, identifying the callers' requirements and transferring calls as appropriate.
• Be comfortable and confident to lobby host during the day as part of a rotation within the team.
• Manage difficult visitors and/or distressed visitors' in a calm and professional manner.
• Where appropriate, reporting of accidents or incidents.
• Assist with the events calendar, pop ups and freebies for the building
• Ensure the reception area is kept organised, clean and tidy at all times.
• Create, maintain and deliver accurate daily/weekly/monthly buildings reports/checklist, key management and H&S requirements
• 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.

Knowledge and Skills:

• Previous experience in delivering exceptional customer service essential
• Excellent command of the English language, both verbal and written
• Experience of using Microsoft Office, PowerPoint and Excel essential
• Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Excellent punctuality, outgoing and a can do/proactive attitude