Job Description

The Army and Navy Club

Pall Mall, London

Receptionist

JOB DESCRIPTION

Job Title:

Receptionist

Department:

Front Hall

Responsible to

Head Receptionist

Location of Work:

St James's, London (OnSite)

Duration:

Full time - Permanent

Start Date:

As soon as possible


The Army and Navy Club also known as the Rag is one of London's most prestigious private clubs, welcoming members from around the globe, all walks of life and from both military and non-military backgrounds. The Club is a hidden gem, situated at 36 Pall Mall in the heart of Mayfair with views over St James's Square and offers members a luxury home from home that's familiar, comfortable and welcoming.

ABOUT YOU:

You are an experienced hospitality professional able to assist with Front Hall operations and provide excellent customer service. Your professionalism allows you to adhere to service standards during the shift. You are a capable multi-tasker, managing various duties from accounting and reporting to member requests and complaints. You enjoy the fast-pace of the front hall operations and understand the importance of service standards. As the Front Hall representative, you maintain a professional environment while on duty. Your interpersonal skills allow you to address member needs and troubleshoot issues. Attention to detail and service excellence are essential for you.


The Front Hall Receptionist provides support to all members and guests of the club during the their stay. You will enforce the standards of excellence while on duty and ensure all Front Hall operations run smoothly.

PURPOSE:

To assist with all front office operations and provide excellent customer service to members and guests during the shift. Handle accounting, reporting, and other tasks accurately and efficiently. Address member and guest requests, complaints, and inquiries professionally and promptly. Represent club management on duty together with the other members of the team. Coordinate across departments to ensure smooth operations and fulfilment of member/guest needs. Deliver outstanding service experiences and interactions during their stay. Safeguard club members and guests, facilities, and assets throughout your shift. Uphold safety and security protocol. Support the Head Receptionist and front hall team in executing all operations and services.


Flexibility is required for a 7-day operation, with a focus on ensuring adequate night shift coverage.

DUTIES AND RESPONSIBILITIES:

Front Desk Operations:

Greet members and guests upon arrival and assist with check-ins / check-outs

Provide members and guests with information and handle requests

Keep front desk area tidy and organised

Listen and respond to member queries and requests

Accounting:

Assist with end of shift reconciliations

Prepare bills for departing members and guests

Support accurate and timely night audit

Record all room reservations in reservations database

Ensure correct room allocation

Maintain clear records of member bookings

Administration:

Respond professionally to member and guest complaints and issues

Maintain awareness of nightly arrivals/activities

Uphold excellent service standards

Be aware of club activities and visiting guests

Safety/Security:

Adhere to all fire safety procedures

Report any suspicious behaviour or safety hazards

Support secure storage of member valuables

Team Support:

Provide assistance to night management as needed

Support cross-departmental coordination

Assist with training new night staff

Liaise with departments to address issues

General:

Perform occasional tasks outside of routine duties

Be fully conversant with club rules and policies

Liaise with porters on parking and other matters

RECEPTIONIST QUALIFICATIONS AND SKILLS:

1-2 years' experience in customer service or hospitality


Strong communication skills


Ability to learn club systems and software


Exceptional customer service skills


Basic computer knowledge


Comfort working independently and with minimal supervision


Service focused


Able to multi-task in a fast paced environment

PREREQUISITIES:

Well presented with excellent interpersonal and communication skills. Proactive and highly organised, capable and flexible. Confident & approachable Computer literacy, administrative skills Have excellent multi-tasking skills Customer service orientation Attention to detail and accuracy Ability to handle stress and stay calm under pressure Conflict resolution skills, decision making and judgment skills Team work, flexible regarding work schedules

Ability to respond appropriately to diverse customers and guests

EXPERIENCE:

Previous Front Office experience in a Mid-scale or Luxury property is required.


Previous customer service and general computer experience required.

Employee Benefits:

Progression within the role

Additional holidays during the Christmas break

Interest-free season ticket loan

Long service award scheme

Retirement Gift Scheme

Flow: Online Training

Uniform and laundry service

Free meals on duty

Free eye test and glasses vouchers

Additional

services:

Generous Pension scheme

EAP & Employee wellbeing services

Chairman's Staff Fund

INDFOH