Workplace Experience Host

Key Responsibilities:

• Provide an exceptional Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have
• To own and take responsibility for a floor and ensure that a world-class customer service is experienced by all
• Ensure guests are greeted & welcomed courteously and their needs are anticipated at all times. Exceeding expectations should be a regular daily occurrence.
• Efficient guest registration and host notification with the ability to remember guest names and faces, assist guests with e-registration
• Issue passes in accordance with site security procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors
• To maintain a presence not just behind the desk when roistered for reception but also in front and around the lobby area ensuring a positive interaction with building users in all areas. Standing to meet and greet is also required, particularly at peak times
• Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours
• To maintain a presence on the whole floor plate when roistered as host
• To be the first point of contact for building occupants on the floor
• To be visible to all users and build relationships with all levels of user
• Completion of the daily activity spreadsheets and shift checklists to promote the running of an efficient reception service.
• Administer the bookings for meeting rooms and inductions if required
• To conduct orientation tours with new starters providing health & safety information for new starters
• Prompt and professional answering of telephone calls, taking messages and transferring of calls and information as required
• Monitor the Reception email box when roistered at reception, responding to emails in a timely and professional manner
• To be competent and confident in the use of a range of relevant IT systems
• To proactively assist guests with luggage on their arrival at the building, providing receipt tags for all items stored
• To take ownership for the visual standards of the entire reception, hospitality and site meeting room areas and all related areas that impact on the Customer Experience
• Responsible for daily meeting room checks to ensure that the rooms meet the 7 star service standards
• To support with the meeting room setups
• Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables
• To ensure the floor area is compliant to Health and Safety procedure
• To ensure that the floor area is compliant to environmental procedure
• To ensure that the site procedures are enforced, including seat booking, meeting rooms bookings and security
• To report all faults and issues
• Replenishment of front of house refreshments and checking of the standards in the area
• Coordinating room and hospitality bookings and liaising with our caterers if required
• Assistance with Audio Visual Equipment set up within the meeting rooms if required