KNOWLEDGE AND SKILLS:

• Previous experience in facilities or managing a reception is desirable
• Previous experience in delivering exceptional customer service essential
• Hospitality experience desirable
• Excellent command of the English language, both verbal and written
• Excellent command of Microsoft Office, PowerPoint and Excel
• 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

OVERALL PURPOSE

As the FOH Reception Manager, you will be permanently based on the reception desk covering the front of house function within this flagship building. This is a building with high visibility and open lobby area for the public, coffee shop and a library area where often events are taking place. You will be responsible for managing visitors and be person on site for events.

DUTIES AND RESPONSIBILITIES

• To take full ownership and accountability of the reception and all associated areas, making sure that they are kept in the best possible order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary.
• Take full ownership of the reception and associated areas, ensuring impeccable standards of order and presentation.
• Maintain client-facing areas to the highest standard, including fault reporting and facilities-related tasks. Liaise with cleaners, facilities, security, and other departments to ensure the smooth running of the building.
• Uphold brand standards by delivering a warm and professional welcome, allocating hosting hours for consistent meet-and-greet protocols.
• Conduct opening shift checks and ensure compliance with all relevant policies.
• Manage the visitor system, reception rota, planned absences, and team cover requirements, liaising with resourcing.
• 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, as outlined in the St James Guide. 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. Standing to greet as a basic standard.
• To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate. Manage difficult calls and/or distressed callers’ in a calm and professional manner.
• Report accidents, incidents, and risks in line with statutory legislation and site requirements.
• Maintain strong relationships with occupiers, building management, landlords, and stakeholders.
• Lead, motivate, and manage the reception team, conducting appraisals and addressing performance management requirements where necessary.
• Promote a professional, customer-focused, and positive work environment.
• Ensure the team maintains a professional appearance and delivers service excellence at all times.
• Create and lead on the events calendar, pop ups and freebie Fridays for the building.
• Liaising with BM and AM regarding new events inquiries.
• Creating posters on Canva and managing social media pages for the building on Instagram and the building app Vizta.
• Plan, lead, and execute events across multiple sites, including building-wide activations, pop-ups, and community initiatives.
• Manage social media strategy to drive engagement and visibility for events and activities.
• Facilitate a weekly playgroup for infants and caregivers, supporting early childhood development and fostering a sense of community.
• Create engaging posters and marketing materials using Canva, ensuring consistency with brand standards.
• Develop and deliver CSR activities, identifying local charities and opportunities for community engagement.
• 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.