About The Role Corporate Receptionist - SIA Licensed Watford £29,000 per annum Monday to Friday 10:00 - 19:00 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 Bidvest Noonan 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. 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 Bidvest Noonan Management team. To receive and register visitors To notify hosts when their visitors arrive To support the general arrangements in reception To arrange for taxis for visitors leaving To cover for main receptionist for annual leave/sickness – 4-5 weeks per annum To support Security Manager in the provision of new ID cards To respond to alarms and liaise with Security To undertake general office administration duties in support of the reception function To support the events arrangements as and when required To support the Emergency procedures by acting as Fire Warden/Incident co-ordinator 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. Team engagement 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 Bidvest Noonan 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 Bidvest Noonan team (Support or Static). Be an approachable, visible role model for both existing personnel and new hires of Bidvest Noonan. Act as an advocate/brand ambassador for Bidvest Noonan 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 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. 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). The above job description covers the main duties that you are expected to undertake in your role and this list is in no way exhaustive. The companies reserve the right to make reasonable adjustments to this document and request for the team to take additional duties, when required. About Us Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work. We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success. Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities. We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact [email protected]