Job Description

Overall Purpose

This Team Leader role will be overseeing two reception desks and two receptionists. The role will take full ownership and accountability of both areas, standards, service and social engagement including regular pop-ups.





You will be responsible for leading, supervising and developing your team members including their performance reviews and anything HR related. You will regularly communicate and support the Building Manager, taking on site specific tasks as required by the building operations.





Vital for this role will be strong leadership experience, exceptional customer service, a problem solver, innovative and has strong team work ethics, always leading by example. You are flexible, adaptable, with strong verbal and written communication skills, and a great example to the team at all times. You are a good trainer, mentor and communicator to ensure a one-team approach. Your timekeeping is exemplary.

Duties and Responsibilities

To take full ownership of the reception and all associated areas, including any additional reception areas associated with the building/estate. Ensure that the Reception areas are kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the building and Estate Meeting with building management on a weekly basis to provide updates and discuss any ongoing issues. To collate and deliver accurate reports on all aspects of information as requested from the client and senior management Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required Manage and promote the implementation for any change, upgrade or advancement in software systems Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs. Ensuring a thorough handover every Thursday for your team to carry out on the Friday. Ensuring that the team are correctly attired and project a professional image at all times. Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensure you and your team provide them with exceptional service To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner To lead, manage and develop the FOH team To conduct annual personal development reviews and any performance management requirements for the FOH team and you are the first line HR support To identify any training needs and assist in their skills and development of the FOH team To maintain good working relationships with colleagues To lead on events for the reception area, this includes pop ups and freebie Fridays, ensuring you are including the reception team in the collaboration To lead on ideas and events for corporate social responsibility for the building. Identify charities and local community activities that we can engage with. Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues Ensure compliance with all current statutory legislation in respect of health and safety and the environment Any other duties as deemed necessary to support the client, customer, colleagues and St James

Knowledge and Skills:

Previous experience in delivering exceptional customer service essential in a managerial or supervision position Strong people and front of house management skills as well as a collaborative approach Excellent organisational skills, attention to detail, proactive, approachable and will make a good example for the team Excellent command of the English language, both verbal and written. Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands. Experience in using Visitors Management Systems, Microsoft Office, PowerPoint and Excel. Knowledge in Canva would be an advantage. Excellent punctuality, outgoing and a can do/proactive attitude. A team player is essential. Innovative and creative. Flexibility to react promptly on reasonable client's demand. * Quick on their feet when providing multi-tasked services to tenants and their visitors.