Reception Services Deputy Supervisor

Liverpool Street Station, London (Greater)
13 Oct 2016
07 Nov 2016
Job Title
Contract Type
Full Time

Reception Services Deputy Supervisor

The Reception Services Deputy Supervisor will be assisting the Reception Services Supervisor. To effectively utilise all available people and space resources within the Reception and UK Room Booking departments to achieve maximum and efficient utilisation of these resources. To ensure delivery of an exemplary high customer service in client areas at all times. To develop, improve and manage the people and processes in the area.

Key Dimensions
Supervisory responsibility for headcount: 14 Receptionists (some part-time), 2 meetings co-ordinators, FOH co-ordinator and FOH administrator.
Management of the client space (over 70 meeting rooms, including 174 seat auditorium and training rooms).
Supplying exemplary client service the 5,000 external visitors per month.
Facilitating the planning and co-ordination of large, high profile client events.

Key responsibilities and challenges
Provision of service
Assisting the Reception Services Supervisor:
•To assist with managing the daily reception and UK room booking services, to ensure that they deliver to an exceptionally high level of service and meet the demands of the business. Also to  ensure that attention to detail is achieved in all aspects of service provided to clients, both internal and external.
•To assist with co-ordinating special meeting and function requests and be proactive in anticipating host requirements and providing assistance as required.
•To assist with co-ordinating all training department bookings and ensure that their requirements are met where possible.
•Deal promptly and appropriately with customer queries and complaints within the area of responsibility, escalating matters when necessary
•To assist the team leaders with staff planning; complete work rotas for reception, ensuring all areas are covered at all times
•To work with the Reception Services Manager and the AV Service Delivery Manager to ensure that clients receive a high standard of service in all Front of House areas and to deputise for the Reception Services Manager in their absence.
•Working closely with the Catering Co-ordinator, to ensure all catering requirements are understood and delivered.
•Working closely with other service delivery teams working within the client service areas, including cleaning and security.

People Management
Assisting the Reception Services Supervisor:
•To manage the performance development processes of the Reception team, Meeting Co-ordinators and FOH Co-ordinator and FOH Administrator.
•To identify and manage the technical and interpersonal training needs of the team.  Mentoring, coaching and supporting future development.
•To assist the team leaders with administration of staff records, sick and annual leave.  Manage any issues arising from the team, escalating whenever necessary.
•To proactively motivate the Reception team leaders and Meeting Co-ordinators, to ensure all requests are co-ordinated both for daily requirements and longer term bookings.
•Working closely with the Outsourced Reception Supervisor to ensure the In house and Outsourced teams work together seamlessly.  This includes regular meetings with outsourced account manager.

Service Development
Assisting the Reception Services Supervisor:
•To assist in the continual review of the service provided by Reception and the UK Room Booking team and Meeting Co-ordinators highlighting potential issues, searching for solutions or changes in process.  In order to continually develop efficiency while ensuring delivery of the greatest customer satisfaction achievable.
•To maintain and develop the computerised booking system ‘CABS’ to ensure that this application’s use is maximised.
•To assist in the preparation of business plans and budget process.

Finding solutions
Assisting the Reception Services Supervisor:
•To take responsibility for any difficult situations that arise, providing support to all team members, and ensuring that a workable solution is reached to the satisfaction of the client
•To provide support to any of the team when faced with issues.  Identifying any changes in procedure that may elevate such issues in the future.
•Proactively managing the huge volume of demands for the front of house resources.  Ascertaining exactly what the actual requirement is and obtaining the best possible solution.
Skills/ Experience/ Qualifications Required
•Confident personality
•Flexible, positive and proactive approach to work
•Professional, team player
•Proactive, ‘can do’ approach to problem solving
•Ability to work and keep calm under pressure
•Use of initiative, ability to think on feet
•Sense of humour.

Office skills
•IT literate
•Central (computerised) booking system experience

Commercial skills
•Excellent customer care skills
•Excellent communication skills
•Budgetary, business planning and project management experience
•Negotiation and diplomacy skills.

For more information please contact Lauren Quarrington