Customer Experience Host

Entrée as a brand

Our aim is to be a very exclusive brand within our niche market, driven by passion and quality to the highest standards of bespoke service. To achieve this, we need to be passionate, to believe in our vision, and to be excited about the journey we have started.
You are the heart and soul of entrée, and it is you that will make our brand unique. Entrée is a very diverse brand and full of flavours, our culture reflects this: a vibrant blend of trust, respect, teamwork, commitment – and fun!

Above all, we want you to feel valued, so as well as investing in our clients by creating a bespoke experience like no other, we have committed to investing in you and your long-term career development. Because we believe that entrée offers much more than just a job.

Location: London

Rate of pay: £27,000 per annum

Working pattern: 40h (5 days over 7 working days)

Job Purpose

The purpose of this role is to provide a service to all clients, fellows, and visitors to the highest
standard, meeting and greeting and assisting them in person and on the telephone. Be the main
point of contact for internal communications, in particular between Facilities and CH&O (our hospitality partners).

• This is an established role within the RSA and part of a small team working closely with
another Receptionist and the Front of House and maintenance staff.
• The pace is often fast dealing with many different priorities at the same time. It is important
to translate information clearly and accurate to other members of the team as there are
often short timelines.

Key Responsibilities & Accountabilities

• Manage the RSA Reception in an open and robust manner.
• Welcome visitors by greeting, assisting, and directing them appropriately.
• Understand the programmes of work with the RSA to be able to share this knowledge with fellows and visitors.
• Monitor the general email address directing emails and telephone enquiries to the appropriate team.
• Represent the business with your appearance reflective of the agreed uniform guidelines.
• Liaise with the Fellowship team attending meetings as required to enable an efficient
communication with fellows. Being aware of the RSA offer to Fellows and their importance to RSA.
• Working with Fellowship Services, support Fellows and non-Fellows, getting in touch with Fellowship Services by telephone, email or by post, resolving a wide range of enquiries and complaints
• Work collaboratively with other teams to support with team administration in an open and collaborative ‘One RSA’ approach.
• Ensure all visitors are assisted in a timely manner.
• Know how to read the booking system and be aware of each event and their requirements.
• Be the central hub for communication between the Facilities team and our Venue partner to deliver the best service to our clients and visitors and achieve the most efficient results.
• Support the continuity amongst all front of house colleagues by documenting and communicating actions, irregularities, and continuing needs.
• Use the telephone system answering it as set out in pre-agreed standards.
• Keep a safe and clean reception area by complying with procedures, rules, and regulations.
• Train all Front of house staff in reception duties, documenting and maintaining procedures ensuring they are readily available.
• Maintain a record of all collections and deliveries, items left by clients and ensure they are dealt with accordingly.
• Responsible for booking couriers sourcing the best price for the required task.
• Take ownership of all signs being displayed around the house, following the brand guidelines.
• Learn and understand the various income resources the charity has such as the Fellowship and the hospitality areas of the RSA.
• Building security – team responsible for locking / unlocking the building
• Assist with adhoc duties when required.
• Assist with light weight duties in the absence of FoH Assistant in order to ensure smooth running of events.
• Occasionally assist with cloakroom cover.

Working with Vacherin has its perks! People are at the heart of everything we do, so we've developed a range of benefits to keep you happy.

• Personal Development and Training opportunities
• Life assurance scheme
• Pension scheme
• Holiday allowance
• Eye care
• A great wellbeing strategy – including access to our Employee Assistance Programme, salary finance
• Family friendly support
• Regular social events and communication with our leaders
• A holiday purchase scheme
• Volunteering days
• Professional subscriptions
• Recognition schemes and people awards
• Long service awards
• Access to some great high street discount vouchers
• Cycle to work scheme

Vacherin officially formed part of CH&CO Catering Group Ltd in 2021.