applicant
Corporate Receptionist - Acuity
at Bidvest Noonan London in London (Published at 09-11-2023)
About The Role
Location: London, E14
Salary: £31,155 per year
The role of the Corporate Receptionist is to tailor and deliver a five-star customer journey in the building for all the visitors and occupiers. You will be the first point of contact for all the team members, visitors and occupiers. You are expected to review the customer journey mapping every year with the help of your Line Manager to ensure excellence, innovation and efficiency.
As a Corporate Receptionist, you will be expected to be intuitive in your service approach and able to communicate effectively with internal and external clients adding value to the role and the business with innovative ideas and initiatives. The success of the role relies on building strong relationships with the occupiers, their visitors and other internal stakeholders, tenants and contractors.
The role also requires you to work together with other service providers on site embracing a one team approach, specifically the security team. In this role you are expected to use your own initiative to continuously improve the service delivery to ensure the highest levels of customer service are achieved. You would be expected to create a culture of excellence that delivers a world class service for our clients and supports the building vision and values.
Occupier Experience & Community Management
- To serve as a coordination point between the internal operations, remembering that the Receptionist is the first front line person representing both Acuity and the Client.
- Review or create a customer journey mapping for each customer type (occupiers, VIP, groups, visitors etc..).
- Formulate and maintain a close working relationship with the occupiers.
- Introduce wellbeing and sustainability initiatives reflecting the building vision and values.
- Maintain open lines of communication between line manager and clients on site.
- Adhere to agreed timescales with respect to implementing any action plans agreed with the client.
- Remain flexible and assist with admin as and when required.
- Support building management with ad-hoc duties.
- Complete relevant monthly reports for the site.
- Everyone working at a property where Acuity provides front of house services has access to it. This is a platform that provides discounts for a wide range of goods and services. It can also be integrated with our occupier’s portal and can be added to their lifestyle offerings. You are asked to see how the concierge can add value for free to the occupiers.
Client Service
- To keep record of and plan accordingly for all internal and external bookings and visits
- To liaise between the different department, including communicating last minute changes for bookings.
- To liaise with the security department on the issue of access cards and day passes and also in regard to security breaches and other security concerns.
- To serve as an information source for clients.
- To answer the reception telephone in a polite, friendly and professional manner at all times to agreed standard.
- To deliver a 5-star service and warm welcome to all visitors, in particular external events clients/guests.
- To take pride in and assume responsibility for the reception areas.
- To manage costs of operating the desk in accordance with the pre-set budget.
- To assist/deputise the Front of House Manager in the completion of the weekly rota.
- To attend planning meetings weekly to be up to date with information regarding forthcoming events.
- To perform other admin duties as required by the Acuity Management team.
- Where reasonable to be flexible with working patterns in line with business requirements.
- To act as a fire marshal should the alarm sound and an evacuation ensue.
- To adhere to the company’s Health and Safety and Environmental policies and procedures at all times.
- To attend all health and safety training courses as required.
- To show commitment to company values in all aspects of your role.
- To co-operate with all team members and undertake duties as requested to ensure an efficient and effective service is delivered at all times.
- To co-operate with instructions provided by the client
- To treat your team members at location as you would expect to be treated.
- To be a key player within the Acuity community.
- Devise, implement and review in a timely manner, all SOPs pertaining to the site (this includes the reception manual which should be reviewed and if required updated, on a monthly basis).
- Train Support team members on site according to the Standard Operating Procedures and ensuring continuously developing skills and training for each member of the Acuity team (Support or Static).
- Be an approachable, visible role model for both existing personnel and new hires of Acuity.
- Act as an advocate/brand ambassador for Acuity and The Client.
- To create a culture where all are inspired to give open honest direct feedback for the improvement of all aspects of the business.
Visitor Experience
- To follow all standards and procedures as outlined in the Reception SLAs/SOP.
- To meet and greet Clients and Visitors and to inform relevant parties of their arrival.
- To register all arriving Clients following Security policies and procedures.
- To keep a track of people, know who they are waiting for…
- To up-keep the general reception area.
- To ensure the reception desk is manned at all times.
- Support the Front of House Manager and Client Services Manager with designing visitor journey onsite.
- Ensure a high and consistent level of service is reflected in the independent Mystery Audits.
- Maintain a flexible, “can do” level of service at all times to provide visitors with a high quality and consistent front of house service and to ensure that the reception area is a welcoming, clean, safe and secure environment.
- Ensuring that you have an enhance visitor experience in your reception lobby e.g. WIFI, newsletter, event calendar, pop- ups and concierge offerings.
Innovation and technology
- Continuously suggest service improvement initiatives.
- Remain up to date and informed in all new Building Management technologies and innovations.
- Continuous review of the VMS on site and proposal of touchless technologies.
Property Management
- Assist Property management with relevant tasks as and when they are required.
- Have direct communication with the building management when issues arise.
- Update the Helpdesk as and when required.
- Take ownership of the building when the Property Manager is unavailable.
- Assist with ad-hoc duties as and when required
Skills and Experience
- Has held a corporate receptionist role in a 5-star hotel or members club for at least 2 years.
- Excellent customer care skills.
- Experience in developing a strong sense of community, examples of engagement with clients, occupiers and local businesses.
- Multi- tasker who can take ownership.
- Well-presented and immaculately groomed at all times. All staff are required to wear a uniform. No Excessive make up, piercings or tattoos.
- Polite, tactful, diplomatic and patient.
- Energy, confidence and enthusiasm.
- Organised and efficient
- Ability to work under pressure.
- Able to communicate in a calm professional style.
- Excellent command of the English language
- Excellent telephone manner and interpersonal communication.
- Customer and Client focused.
- Able to pre-empt a situation.
- Calm under pressure
- Reliable, Flexible and adaptable.
- IT Literate in MS Office Suite (word, excel and outlook).
About Us
Acuity is a specialist provider of Front of House and Concierge Services. Our employees serve as Ambassadors for our clients, delivering exceptional customer service with every interaction.
We recruit exceptional people, with great personalities to deliver our services, and we provide them with the skills and knowledge to develop and support them in their career.
We always put people first. Our people are exceptional and go the extra mile to deliver outstanding service, every day. We celebrate and recognise their successes at every opportunity and strive to make each person feel appreciated, engaged, and supported.
Acuity is highly committed to creating an inclusive environment where everyone can feel valued and respected. We welcome applicants from diverse backgrounds and identities’ to work in environments where they can thrive and feel a sense of belonging.
