Receptionist (Week days)

Key Responsibilities

• Deliver a professional, welcoming and customer-focused reception service to all visitors, guests, delegates and staff.
• Act as the first point of contact for all reception enquiries, responding promptly and professionally in person, by telephone and by email.
• Maintain a well-presented, organised and welcoming reception environment at all times.

• Manage accommodation reservations, event bookings and associated administrative processes.
• Allocate rooms and facilities as required, ensuring records are accurate and up to date.
• Liaise with guests, delegates and colleagues to ensure booking requirements are met effectively.

• Complete guest check-in and check-out processes accurately and efficiently.
• Obtain, verify and record guest, billing and contact information in accordance with organisational procedures.
• Provide information and assistance to guests, delegates and visitors throughout their stay.
• Ensure that newspapers and parcels are delivered to rooms without delay.

• Operate the switchboard efficiently, handling calls in a courteous and professional manner.
• Accurately relay messages and ensure enquiries are directed to the appropriate person or department.
• Respond to routine enquiries and escalate issues where necessary.

• Process payments accurately in accordance with organisational procedures.
• Maintain accurate records relating to financial transactions and ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times.
• Undertake basic reconciliation and administrative tasks associated with reception activities.

• Develop and maintain effective working relationships with colleagues across Federation House and Headquarters functions.
• Coordinate effectively with relevant departments to support guest services, events and accommodation requirements.
• Share information promptly to ensure the smooth operation of services.

• Maintain the security of guests, visitors, staff and premises within areas under the postholder's control.
• Operate visitor access and entry control systems in accordance with established procedures.
• Report security concerns, incidents or breaches promptly and appropriately.

• Respond positively and professionally to customer feedback, compliments and complaints.
• Resolve routine issues wherever possible and escalate more complex matters appropriately.
• Promote a positive image of Federation House through excellent customer service standards.

• Maintain accurate records, databases and filing systems.
• Handle personal, financial and organisational information sensitively and confidentially.
• Comply with data protection requirements, organisational policies and relevant legislation.
• Ensure records are maintained securely and accurately.

• Undertake any other duties reasonably required and consistent with the level of the post.
• Participate in training and development activities as required.
• Comply with all organisational policies, procedures, codes of conduct, and health and safety requirements.
• Contribute positively to a collaborative and professional working environment.
• Support the wider operational needs of Federation House by undertaking additional tasks and responsibilities as directed by supervisors, managers, or the Senior Management Team
• Provide support across the Reception team and undertake the duties of colleagues during periods of annual leave, sickness absence, vacancies or other operational requirements.
  
  

• Prepare for and assist at any special functions which may sometimes occur outside normal working hours.
• Report, and where possible take action about customer or client complaints or compliments
• Report, and where possible take action for any incidents or accidents, fire, loss, theft, damage or other occurrences.
• Attend training courses as directed.
• Support the team to train and mentor new colleagues.

Skills, Knowledge & Expertise

• Experience of working in a reception, front-of-house, hospitality or customer service environment.
• Experience of dealing with customers or visitors in person, by telephone and via email.
• Experience of carrying out administrative duties accurately and efficiently.

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build positive working relationships at all levels.
• Excellent customer service skills and a commitment to delivering a positive customer experience.
• Strong organisational and time management skills, with the ability to manage competing priorities.
• Good numeracy skills and the ability to process payments accurately.
• Proficiency in Microsoft Office applications and other business systems.
• High levels of accuracy and attention to detail.
• Ability to identify problems and take appropriate action within agreed procedures.

• Professional, approachable and customer-focused.
• Reliable, dependable and punctual.
• Flexible and proactive in supporting operational requirements.
• Able to work effectively both independently and as part of a team.
• Able to maintain confidentiality and handle sensitive information appropriately.
• Calm and professional when dealing with challenging situations and competing demands.
• Takes pride in delivering high standards of service.

• Experience of working within the hospitality sector.
• Experience of using reception, booking or property management systems.
• Knowledge of visitor management, health and safety or security procedures.
• Experience of supporting meetings, events or conference facilities.

Benefits