Welcome Host
WSH Group · London, England, United Kingdom
Portico is defined by our unique culture – One that rewards hard work and commitment, empowers people to grow, with the belief that work should be fun and engaging!
Our family is made up of all kinds of people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in their careers.
The warm welcome from our reception team determines the first impressions clients and visitors have of our clients’ business. The role of Welcome Host is to ensure that an exceptional high level of customer service is delivered to all visitors and staff that use the reception and associated services, while ensuring the effective utilisation of meeting rooms across the client's estate. Providing the highest level of client care and personal service to all stakeholders in the Clients business which includes visitors, clients and internal stakeholders.
Making First Impressions Last
- Liaising with meeting hosts and their clients, meeting their requirements on the day and following specific instructions for individual bookings and visitors.
- Handle all incoming telephone calls and enquiries promptly, giving a warm, courteous welcome.
- Be reliable, flexible, honest and a strong advocate for Amplify and the client.
- At all times ensure you provide a consistent service.
- Ensure that you are security conscious. Be aware of penetration tests, tailgating, and ensure that all visitors have a host and clearly display their visitor badge at all times.
- To be proactive and effective in the co-ordination and monitoring of meeting room bookings to ensure maximum utilization of meeting rooms, while taking into consideration the practicalities and demands of other departments and clients.
- To carry out room status checks as required to ensure information on the system is kept up to date at all times.
Focus on People
- Actively and positively engage with colleagues, clients and other stakeholders to ensure a seamless service experience.
- Trouble shoot client and visitor problems using research and problem solving skills.
Effective Communication
- Communicate visitor and client arrivals to the relevant people promptly so that the visitor or client is either met or escorted to the relevant meeting room or meeting area in a timely manner.
- Handle client and visitor queries and supply relevant information to them.
- Ensure that waiting visitors are kept informed of any delays and progress to ensure client comfort.
- Liaise and co-ordinate with other receptionists, Front of House services, service desk, catering, cleaning, security and other operational departments to ensure that all meeting room requirements are carried out correctly and on time.
- Monitor all Front of House areas e.g. meeting rooms, reception areas, photocopy rooms, phone booths etc. to ensure that they are always tidy and presentable and take corrective action where necessary.
- Keep abreast of the AV and IT facilities available within the meeting rooms to help respond to client requests and queries.
- Be aware of relevant legislation to include Health & Safety and be security conscious at all times.
- To be aware of security issues when carrying out reception duties and follow instructions with particular reference to visitors and confidential papers in meeting rooms.
- Provide and assist with event management when required.
The ideal candidate will have excellent computer & communication skills, a proactive attitude, flexibility and ability to work with different teams and most of all, a genuine passion for delivering a 5-star service at all times in this high-end corporate environment.
- Ability to build strong working relationships with colleagues and clients.
- A minimum of 6 months’ previous experience working in a customer service environment essential.
- Previous experience working in a five-star corporate or hotel environment essential.
- Must be familiar with room reservations operations.
- Experience with Audio Visual services is desirable.
- Immaculate personal presentation with a genuine smile.
- Easily engages in conversation and develops rapport with others.
- Drive for and ability to comply with high standards.
- Pays attention to detail.
- Intuitive and interested in other people.
- Flexible and adaptable to respond to differing client needs.
- Enthusiastic and motivated to deliver great service.
- Organised and able to prioritise work activity.
- Working knowledge of Health & Safety processes and own responsibilities.
- Literacy with Outlook, Word and Excel to intermediate level is essential.
- Able to work with computerised Front of House systems such as Condeco, Fidelio, Datacraft, CABS.
- Fluent in English both verbal and written (email particularly)
What's in it for you?
- Competitive holiday allowance
- Pension contributions
- Enhanced annual leave
- Recommend a Friend Bonus Scheme
- Thank you voucher scheme.
- 24-hour confidential helpline for employees, providing counselling & information services.
- Our Training Academy provides excellent training and development opportunities for our people.
- Lunch on duty