Guest Services Assistant/Reception

Job Introduction

This position will be a key part of a one team approach to providing a quality customer experience to the client. The job description is designed to identify the specifics of the role it does not however limit the post holder to the specific tasks and responsibilities listed. The post holder is equally responsible for the satisfaction of the users and must therefore ensure that the standards are delivered. This will mean that you undertake activities outside of the job description to ensure that the overall service is maintained.

This job description is intended to give the post holder an appreciation of the role and the range of duties to be undertaken, It does not attempt to detail every activity and it may be changed from time to time to incorporate changing circumstances.  Specific tasks and objectives will be agreed with the post holder at regular intervals.

• To be the first point of contact for building occupants within the client demise.
• To Open and close building depending on rostered role.
• To be visible to all users and build relationships with all levels of user.
• To ensure the floor area is compliant to Health and Safety procedures.
• To ensure that the floor area is compliant to environmental procedures.
• To ensure that the site guidelines are followed.
• To report all faults and issues to the relevant service partner as directed by the client.
• To monitor and review the Multi-functional Devices within the client demise.
• To monitor and replenish the beverage machines and coffee points in the allocated areas.
• Monitor and replenish stationery hubs as required.
• To cover Reception and switchboard as required.
• Undertaking induction of users to the client demise as directed by the client.
• To have a full working knowledge of the building including all services.
• To support and cover PTC Reception.
• To support and cover Postal Section.

Role Responsibility

Context:

• Engage and build effective relationships within the company and client organisation, developing an understanding of priorities and specific needs and ensuring that customers are informed of any change
• To be proactive in responding to others requirements, seeking information from other areas of the business as necessary
• Where there is evidence of improvements required to the service delivery, or examples of best practice, appropriate action should be taken to remedy or share.
• Comply with all Company & Client policies and statutory regulations relating to Health & Safety, safe working practices, hygiene, cleanliness, fire and COSHH. This will include your awareness of any specific hazards in the work place. Follow client/company guidelines with regards to the identification and reporting of health and safety hazards

Main Assignments:

• Housekeeping of client space.
• Distribute and collect mail and courier items as required.
• Conduct regular floor walks and audits.
• Own and replenish stationery hubs as required.
• Own and replenish beverage machines, including the ordering of ingredients and stock taking to ensure accuracy of invoicing to the client.
• Monitor multi-functional devices and provide first line fault repairs and toner replacement.
• Fully understand archiving process and advise users accordingly.
• To set up meeting rooms as requested by clients.
• To manage the process of ID cards for staff and visitors.
• Provide AV support to all meeting room users.
• Check meeting room facilities including equipment are in tip top condition, cables are tidy and AV operates.
• Participate in building inductions as necessary.
• Facilitate access badge production as may be required.
• Communicate effectively with all Sodexo and client team members and participate in all contract activities.
• Ensure all facility users are handled in a polite & courteous manner.
• To listen to facility user remarks and ensure that the correct actions are taken and followed up.
• To have a working knowledge of all support functions throughout the building to include Reception Switchboard, Card Office and Mail.
• To show flexibility within the role in a willing and positive manner and be prepared to assist in other areas when necessary.
• To pro-actively look to recommend  improvements to your work processes by providing suggestions and solutions, looking for time efficient ways of completing any activity whilst maintaining the required standards.
• To comply with all Health, Safety and Environmental procedures including COSHH, Manual Handling, risk assessments and fire regulations.
• To report any non-conformances of the above in the appropriate and timely manner.
• To ensure the legal & company requirements for fire, health, safety & hygiene are met and bring to the attention of your line manager any areas of training you feel you need or have missed.
• When possible to undertake overtime as requested to ensure the efficient operation.
• To make your line manager and team aware of what is going on within your dedicated area.
• To attend company briefing and training sessions as and when required.
• To assist in the preparation of and participation in special functions at the Client/Company request.
• To look clean and smart, ensuring that the any uniform provided is used and worn correctly and to follow the appearance and conduct policy.
• To complete any other reasonable task as may be requested by the client, customer or Sodexo Management team.
• To be flexible with regards to site location as position will be rotated between 3 sites.

The Ideal Candidate

• A high level of customer services / host experience in prestigious environments.
• Previous experience of providing similar service bundles via a multi-skilled workforce to blue chip organisations or within prestige environments with a strong focus on customer service.
• Relevant training, qualifications and experience to deliver services in line with legislative and statutory requirements.
• Good understanding and experience of working in a mailroom/reprographic environment and using hotel principles to successfully deliver services.
• Experience with focusing on individual customer requirements and care whilst meeting required service levels.
• Awareness of the need to provide services in a sensitive manner such as not to affect Sodexo’s business, reputation or share value.
• Ability to handle feedback in a calm, structured and professional manner.
• Ability to challenge ideas and opinions in sometimes confrontational situations.
• Ability to multi-task.
• Proactive.
• Excellent communicator with good listening skills.
• Resilience.
• Works well on own and with others.
• Ability to prioritise.
• Excellent interpersonal skills.
• Attention to detail.
• Reliable and trustworthy.
• Ability to work on own initiative.
• Flexibility that is focused to delivering exceptional customer service.
• Can-do attitude.
• A hands on approach.

Accountabilities:

• Building occupants receive a quality experience.
• All faults, issues and concerns are addressed and resolved in a timely and efficient manner.
• All users have access to the floor captain as required.
• Floor audits show full compliance with SHE regulations.
• Building occupants follow site guidelines.
• Reports show relevant jobs logged and actioned.
• All services within client demise are maintained in good working order.

Package Description

This role supports guest services and reception at a multi million pound refurbishment of the site  head office

Supporting an iconic site close to the centre of York

Free Parking

Free Uniform and Footwear

Excellent working conditions

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process