Reception Supervisor

Title: Reception Supervisor

The role of Reception Supervisor is to tailor and deliver an exceptional guest journey and occupier experience in two nearby properties for all the visitors and tenants. You will be the first point of contact for the one Receptionist, visitors and occupiers ensuring a delivery of a tailored and personalised service.

As a Reception Supervisor, 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.

You will be in the exciting position of creating new partnerships with your local community to add value to the occupier’s experience with sustainability and lifestyle initiatives. 

The success of the role relies on building strong relationships with the occupiers, their visitors and other internal stakeholders such as the Estate team, third-party suppliers and weekly FM contractors. The role also requires you to work together with other service providers on site embracing a one team approach.  You will lead your team to demonstrate the highest level of service by delivering on brand promise and consistently adding value to our clients, occupiers and internal stakeholders.

In this role you are expected to use your own initiative to continuously improve the service delivery and to motivate and develop the team to ensure the highest levels of customer service are achieved. You would be expected to create a culture of excellence that delivers an exceptional service for our clients and supports the vision and values of the two properties.

Occupier Experience & Community Management

• Review, create and deliver a guest journey mapping for each guest type (occupiers, VIP, groups, visitors etc...).
• Formulate and maintain a close working relationship with the occupiers, understanding their needs and interests.
• Introduce wellbeing and sustainability initiatives reflecting the properties vision and values.
• Create onboarding processes and continually develop the welcome pack for the new occupiers.
• Lead the team on site in organizing and delivery of events, pop ups, and other initiatives.
• 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 Estate management with ad-hoc duties.
• Complete relevant monthly and quarterly reports for the client delating our services.

Team engagement

• 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).
• You will ensure that the reception team demonstrate the highest standards of care and deliver an exceptional guest and occupier experience.
• Conduct regular one-to-one reviews with the Receptionist, identify training needs, offering constructive feedback and ensuring colleagues have development plans in place alongside the Acuity Operations Manager.
• Train any new starters and Acuity Support Team members onsite according to the Standard Operating procedures and ensuring continuously developing skills and training.
• Recognize and reward employee achievements.
• Look after your team’s welfare.
• Be an approachable, visible role model for both existing personnel and new hires of Acuity.
• Act as an advocate/brand ambassador for Acuity.
• To create a culture where all are inspired to give open honest direct feedback for the improvement of all aspects of the business.
• Carry out return to work and absence review in line with company policy.
• Train, coach and mentor your direct reports to achieve the full potential in line with the company in line with the organization.
• Coach the Receptionist to build a high performing team and meet client’s needs, supporting your colleagues and new starters in their probation periods.

Visitor Experience 

• Design and review the guest journey mapping every year with the help of your line manager to ensure excellence, innovation and efficiency.
• Ensure the guests’ journey is reviewed regularly to ensure the highest level of service is provided to all guests at all times.
• 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 guest and occupiers with a high quality and consistent front of house service and to ensure that the reception areas are a welcoming, clean, safe and secure environment.
• Ensuring that you have an enhanced guest experience in your reception lobbies e.g. Wi-Fi, event calendar, Pop-up and concierge offerings.
• Ensure all sites’ procedures include the importance of enhancing the guest’s experience on site and all Acuity Support Team members trained on site are able to deliver the highest level of service.

Innovation and technology 

• Regularly suggest service improvement initiatives to the reception area and Landlord common parts.
• Remain up to date and informed in all new Building Management technologies and innovations.
• Continuous review of the Visitor Management processes and proposal of new technologies.
• Continuous research of recent technology, innovation and integration.
• Undertake a regular competitive analysis of reception services and proposes new solutions.

Skills & Experience

• Has held a Team Leader / Supervisory role in a customer service environment.
• Excellent customer care skills.
• Strong leadership skills.
• Has a positive attitude.
• Experience in successfully leading and executing projects.
• Confident communication abilities.
• Strong administration skills.
• Good demonstration of time-management.
• Strong organisation skills.
• Someone who will bring new innovation to the front of house reception facility to improve service and ensure a seamless welcome to all tenants, visitors and guests.