Reception Manager

Date Posted: Mon, March 18, 2019

Job Salary: £28,000 - £30,000 / Salary Range: Other / Location: London /

Role Purpose:

To provide best in class front of house services to include Reception and Switchboard. An operational role.


Key internal relationships:

Widespread across the Company but mainly; Head of Facilities Management, Business Services Manager, Security Manager.



08.00 – 18.00 on a rotation basis. Flexibility will be required.


Responsibilities include but are not limited to:

Full range of Reception and Switchboard services.

Design and implementation of processes and procedures

Operational management

Manage and oversee change

Manage and oversee continuous training and development

Act as first point of contact for visitors to provide a professional and efficient Reception service for visitors and internal clients.

General running of client/visitor areas to ensure maintained to a high standard at all times.

Booking taxis, flowers, etc, as required.

Meet and greet visitors ensuring they have a positive experience.

Assist with general queries.

Liaise with necessary teams including Security and IT.

Ensure Reception area is fully serviced and highly professional at all times, reporting and following up on the resolution of problems as necessary.

Communicate with team members and Business Services Manager as necessary.

Ensure team has all relevant business information to assist with service delivery.

People management

Organisation of team rotas.

Ensure department has enough resources at all times.

Ensure own and team’s knowledge and skills are kept up to date.

Good time keeping and attendance.

Carry out full range of Switchboard services including, but not limited to the management of CISCO call Manager System, CISCO Voicemail System, and the organising and coordination of Conference calls.

Compilation of Management information.

Need to Know


Qualifications and Experience:

Experience working in a similar role within a City/Canary Wharf/ 5* hotel environment.

A proven track record in managing and implementing change.

Strong management & interpersonal skills.

Strong Switchboard operating background.


Skills & Knowledge:

PC literate  (Proficiency in MS Office 2010 preferred).


Technical Competence:

Is up to date in the technical area of specialism – extends knowledge and skills base to peripheral areas of role.

Demonstrates excellent knowledge of the relevant industry and client areas.

Is considered a reliable resource in the team consistently delivering excellent work.

Has an excellent understanding of the IT packages/systems/equipment necessary to perform the role.



Demonstrates good listening skills and checks for understanding when necessary.

Responds to professional environment, presenting appropriate verbal and non-verbal behaviour with clients and colleagues.

Takes responsibility to seek and respond positively to feedback.

Learns from experience and continuously strives to improve personal performance.


Motivation and values:

Is prepared to take responsibility for own job satisfaction and/or career development; takes responsibility for won training and development plan.

Is eager to learn; seeks ways of working ‘smarter’ rather than harder.

Demonstrates exemplary level of professional and personal impact.

Monitors, assesses and improves own performance.

Flexible and willing to accept change.



Generates ideas for the development and vision of the team/group.

Generates enthusiasm and creates a fun, affiliative workplace.

Commands respect as a result of professional approach, excellent quality of work and willingness to work with colleagues.

Gains insights into individual team members’ abilities, personalities, aspirations and preferences.



Demonstrates ability to plan and organise time; works to given timeframes and balances well to meet goals and objectives.

Identifies issues, risks, and conflicts and asks for assistance and/or delegates appropriately when required in a timely and constructive manner.

Proactively keeps the Business Services Manager informed of work status and seeks clarification when appropriate; provides upward feedback appropriately.

Adheres to, and seeks to improve established processes and procedures, where appropriate.


Coaching and Mentoring:

Offers advice and support to the team and/or Trust.

Displays a ‘coaching approach’ in work with others – listens and responds positively to the ideas and thoughts of others.

Challenges colleagues constructively to being out the best in others.


Business Focus

Demonstrates extended knowledge of the way the team and the Trust operates.

Networks effectively within the Trust proactively engaging with members of other support areas.

Focussed on realising the department’s strategic objectives.


Client Care:

“Thinks client” (“who are our clients?”, “how can we/I serve them better?”) and delivers excellent service accordingly.

Maintains clear communication with the client. Monitors satisfaction. Correct client service issues promptly (not defensively).

Demonstrates a willing, flexible, and efficient approach to client’s needs/requirements.

Meets or exceeds clients’ expectations in completing assigned work.

Involves all necessary individuals appropriately to respond to client requirements.


Personal Impact:

Demonstrates excellent verbal and non-verbal behaviour with clients and colleagues at all times, in person, over the telephone, and in written communication; avoids technical jargon and adopts appropriate client-oriented language.

Presents a professional and friendly image at all times.

Demonstrates active listening skills – attuned to messages and responses from the client; shows tact, courtesy and diplomacy at all times.

Expresses confidence in own judgement; able to be assertive if required and be sufficiently robust to say ‘no’ when appropriate.

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