Lead Receptionist

The Lead Receptionist is responsible for ensuring a seamless service delivery from the Front of House team. They will lead by example, collaborating with the client to create and continuously review the visitor journey, ensuring all team members and support staff are trained on and adhere to site-specific procedures. The goal is to deliver a personalised and intuitive guest experience.

The Lead Receptionist will also engage with client floor representatives to gather feedback on events and other FOH initiatives and liaise with local suppliers to secure discounts for occupiers. Building strong relationships with occupiers, facilities teams, and other internal and external stakeholders, the Manager will use their initiative to continuously improve service delivery, while motivating, developing, and inspiring the reception team to achieve the highest levels of customer service. 

Visitor Experience

• Lead the team in welcoming all visitors promptly and professionally, ensuring a personalized and seamless experience.
•  Oversee the reception, ensuring adherence to the relevant procedures for each occupier.
•  Maintain an immaculate and clutter-free reception area and lobby, creating a welcoming environment.
•  Ensure the team answers all calls promptly and in line with site-specific procedures.
•  Maintain close working relationships with facilities and security teams, assisting as needed.
•  Ensure thorough handovers between shifts, particularly with the security team.
•  Complete monthly KPI reports for the site and lead formal client meetings alongside the Operations Manager.
•  Attend regular meetings with Building Management and in-house teams, take minutes, and distribute them as needed.
•  Build and maintain strong relationships with reception teams on occupier floors, ensuring clear communication and seamless service delivery. 

Occupier Experience & Community Management

• Lead the Reception in preparing and executing a yearly occupier engagement strategy and plan for both buildings.
•  Support in delivering on-site events, pop-ups, and competitions.
•  Foster a strong community feel within the Walbrook Building through engagement initiatives.
•  Provide statistics and insights on occupier platform engagement and activities during monthly client meetings, identifying trends and opportunities.
•  Engage with client floor representatives to gather feedback on events and other FOH initiatives.
•  Collaborate with local suppliers to secure discounts and perks for occupiers. 

Team Engagement 

• Inspire and develop the team to consistently deliver personalised and genuine customer service. 

• Conduct quarterly performance and development reviews for each team member, identifying training needs and providing timely feedback. 

• Train new starters and Support Team members, ensuring they are fully conversant with site-specific procedures, including emergency protocols. 

• Foster team spirit and collaboration across departments to deliver the highest level of service. 

• Address employee relations matters, conducting investigations, return-to-work interviews, and other HR-related tasks in collaboration with HR and the Operations Manager. 

• Regularly recognise team achievements and provide constructive feedback where improvement is needed. 

• Promote a one-team approach with security on-site through regular meetings, cross-training, and building strong working relationships. 

Innovation and Technology

• Stay informed on new Building Management technologies and innovations.
•  Critically evaluate current processes, suggesting improvements and enhancements to service delivery.
•  Share innovative ideas with the client and Operations Manager, focusing on continuous service improvement.
•  Stay up to date on industry trends and developments to ensure best practices are implemented. 

Facilities Administration

• Manage the visitor management and permit system access.
•  Order office supplies and stationery for the Walbrook Building, Management, Security, and Reception teams.
•  Attend and take minutes during occupier or management meetings.
•  Conduct monthly audits on key areas such as cleaning, building exterior, waste, maintenance, and engineering.
•  Standardise procedures and create processes to ensure operational efficiency (e.g., PO guides).
•  Assist the BM team with health and safety compliance and building regulations.
•  Work closely with Building Management on ad hoc projects and administrative tasks.
•  Collaborate with teams, including Security, Cleaning, and M&E, to ensure the smooth operation of the buildings.