Reception/Hospitality Manager

5 days left

Owen Reed
02 Feb 2017
02 Mar 2017
Contract Type
Full Time
Reception/Hospitality Manager

Looking for a Reception/Hospitality Manager who will report to the Head of Property & Facilities.  The Reception/Hospitality Manager will be responsible for the day to day management of the reception team and hospitality function at the Firm, ensuring the smooth running of a professional and effective switchboard, reception and hospitality service to internal and external clients and visitors to the firm. 

Specific duties:
• Undertaking reception duties to include meeting and greeting visitors and ensure that they are greeted in a polite and professional manner, monitor the waiting times and ensure that refreshments are arranged.
• Operating the switchboard, transferring appropriate queries and taking messages.  Ensuring that all phone calls (internal and external) are responded to professionally and efficiently.
• Arranging meeting room bookings.  Ensure that the room booking processes and procedures are adhered to and the rooms are equipped in accordance with specified requirements.
• Booking taxis
• Distribution of incoming faxes
• Organising the staff rota and overtime as appropriate
• Overseeing the hospitality team to ensure the smooth running of functions and making sure that catering requirements are met
• Providing and ordering of supplies in the kitchen areas on all floors of Kingsley Napley buildings
Management  duties:
• Provide monthly reports to the Head of Property & Facilities Manager using key performance indicators for the reception team.
• Regularly review our suppliers to ensure we receive the best service, up-to-date offering and value for money.
• Provide regular firm wide updates in ‘The Knowledge’ (internal communication publication) informing internal clients of service changes and enhancements.
• To provide leadership, encouragement and supervision to all members of the team and act as a coach and facilitator.
• Train the team on policies, procedures and service delivery standards
• Monitor individual workflow and capacity and ensure team members have appropriate work load in line with their capability.
• Conduct performance appraisals and monitor performance on an on-going basis
• Provide regular feedback to the team outside of the annual appraisals and schedule regular team meetings and individual one to one meetings as appropriate
• Raise performance issues with the Human Resources Department as appropriate
• Monitor and approve requests for annual leave
• Deal with performance management issues including attendance, timekeeping and return to work meetings.
• Motivate and encourage
• Create and implement team incentives
• Work with the Recruitment Manager with regards to any recruitment needs for the team, to include identifying recruitment needs, shortlisting applications, conducting interviews, evaluating candidates and communicating with the Recruitment Manager with regards to temporary staffing requirements to cover holidays and absences.
• Undertake projects as and when required in particular when reviewing and then implementing changes to the reception service and presentation.

Knowledge and Technical Ability: 
• A minimum of five years’ experience as a receptionist in a legal or professional services environment
• A minimum of three years’ experience in a reception management/ supervisory role
• Ability to demonstrate expertise in their area
• Works with minimal supervision, takes responsibility for their own work and ensures a high standard of work
• Strong understanding of customer service excellence and delivery
• Strong leadership skills and willingness to function as a role model to the department, with a proven ability to manage and delegate
• Ability to manage difficult situations
• Decision making and problem solving skills

Client Care:
 • Acts in a professional manner when dealing with internal and external clients
• Excellent communication and interpersonal skills
• Proactive approach and takes responsibility to managing flow of work
• Ability to multitask and deal with changing priorities
• Ability to remain calm under pressure and in demanding situations
• Strong time management and personal organisational skills
• Ability to deal professionally with customer feedback