KNOWLEDGE

v At least 3 years working knowledge of customer service experience in the hospitality / FOH corporate background
v At least 1 year Events background preferred
v Experience in managing teams
v Previous experience in delivering values for a high-end client
v Exceptional command of the English language, both verbal and written
v High proficiency of IT with experience of using Microsoft Office.

SKILLS

v Exceptional customer service ethos
v Highly organised
v Comfortable with presenting to client and occupiers
v Ability to communicate at all levels
v Self-starter and completer-finisher
v Excellent organisational and prioritising skills
v Ability to meet event deadlines
v Flexible and approachable
v Pride and attention to detail
v Patience and ability to stay calm under pressure
v Budgeting skills

OVERALL PURPOSE

The role of the Reception Manager will be leading, creating and taking ownership of memorable experiences and customer service for Broadgate Quarter. This involves being a key player and taking ownership of the implementation, delivery, development and innovation of tenant engagement. The role will also encompass continuous improvement and quality management, as well as enforcing Broadgate Quarter brand standards.

ROLE AND RESPONSIBILITIES

v To create and take ownership of positive memorable experiences by exceeding expectations for all
v Liaise, understand and deliver tenant engagement events for Broadgate Quarter. Ensure events are reflective of the requirements and needs of the building, client and occupiers
v Development, implementation and ownership of the customer experience strategy together with key stakeholders
v To be part of and have an active role in the Senior Management Team
v Create, organise and take the lead on events with your team
v Maintain and liaise with suppliers ensuring delivery of requirements
v Ability to create and present ideas to the client
v Ability to keep events within budget and keep track of the budget
v Ability to lead, create and own (independently led) reporting requirements for the FOH Services, Community piece and events
v Be able to prioritise tasks in a fast paced environment and re-prioritise where appropriate
v Sound understanding budgets and constraints
v Be responsible for ordering items for the events and community engagement
v Ability to lead and manage team members
v Train, upskill and develop team members to backfill management positions when required
v Responsible for ensuring the smooth running of the event on the day. This may include out of hours attendance by you or your team member
v Collaborate with all service partners to ensure that the standards are adhered to
v Proactively solve problems and recommend changes to improve
v Manage social media & site app strategy
v Be proficient in writing content for social media ensuring correct tone and content
v Establishes relationships with internal and external stakeholders communicating regularly with representatives
v Solid minute taking for tenant meetings, and writing the minutes up for Building Management
v Maintaining excellent relationships with all stakeholders
v Ordering stationary for Building Management and other on site teams on a monthly basis
v To liaise with the Facilities Administrator and Accountant for quotes, invoices and payments
v To be trained and competent in raising Purchase Orders for the client
v Assist with organising regular team get togethers, in order to create strong relationships with the wider teams
v Create, maintaining and own databases and reports
v Involved in the recruitment process when recruiting FOH team members for Broadgate Quarter, including interviewing candidates and presenting justification for the employment of new positions to the client
v Assist in the development of site specific training and confidently deliver training to team members
v To deliver reception duties, as and when required at Broadgate Quarter
v Take ownership of reception, and any associated areas
v Conduct probationary and annual reviews - devise a plan, implement and monitor
v Manage difficult conversations in a calm and professional manner
v Lead on first line HR matters, this includes performance management, Return to Work interviews, Advice and Counselling meetings and Investigation meetings
v To maintain excellent working relationships with colleagues
v Adhering to St James policies and procedures
v Work within the framework ISO 9001 and 14001
v Any other duties as deemed necessary to support the client, customer, colleagues and St James