Front of House Receptionist

Job Title

Front of House Receptionist

Job Description Summary

As a Front of House Receptionist, you will form a key part of the Front of House team at Dixon House, responsible for representing Cushman & Wakefield and delivering a genuine and personalised service to all Occupiers and Guests. You will offer a warm and welcoming meet and greet service, ensuring a consistently positive customer experience for all those who interact with the building. You should be confident to manage challenging situations intelligently and seek appropriate resolutions to issues.

Job Description

You will support the Community Manager with the delivery of a vibrant and value-added Front of House service that elevates the occupier and guest experience. You will be visible in communal areas, known and available to occupiers and their guests, consistently delivering exceptional first and lasting impressions. You’ll be the person people come to for assistance with queries and issues, taking pride in ensuring resolutions are found and consistently high customer satisfaction is achieved.

Key Responsibilities:

• Front of House Service: Welcome and register all occupiers and guests to Dixon’s House, ensuring arrival and departure experiences are genuine, friendly, and efficient. Ensure the continuity, quality, and consistent delivery of exceptional service and high standards of presentation in communal areas. Ensure customer experience standards are upheld consistently and continuously improved.
• Responsiveness: As a primary contact for occupier needs, you should take ownership and respond promptly and effectively to enquiries, concerns, or requests. Ensure that issues are logged, reported to relevant teams, and resolved to occupier satisfaction. Maintain an awareness of ongoing works/maintenance issues within the building. Report any relevant information and issues to the Community Manager and the designated Facilities Management Team.
• Concierge Services: Assist guests as required, providing services such as reservations and transportation arrangements.
• Operational Excellence: Understand and strictly adhere to Cushman & Wakefield procedures regarding health and safety, security measures, and building access. Carry out ad hoc administrative tasks or checklists as assigned by the Community Manager & FOH management teams. Attend any training and one-to-one meetings as highlighted by your Line Manager.
• Reporting: Provide regular Site reports and ad-hoc reports requested by your Line Manager, the client, or Cushman & Wakefield Management Team.

Qualifications:

• Strong command of both spoken and written English (mandatory).

Knowledge & Experience:

• Previous Front of House and customer service experience in a similar environment, with a track record of delivering excellent guest service.
• Experience in building great relationships with multiple stakeholders, including customers, colleagues, and suppliers.

Skills & Personal Qualities:

• Committed and passionate about creating a thriving community and exceptional customer experiences, providing value-add services that elevate the occupier and guest experience.
• Excellent planning and organisation skills with the ability to react, respond, and handle challenging situations appropriately.
• Comfortable in a front-facing desk-based role.
• Excellent communication skills, both written and verbal.
• Customer-focused – enjoy working with them, solving problems, and enhancing their experience.
• Commitment to maintaining high standards of customer service and operational excellence.
• Collaborative person who thrives in working as part of a team.
• Excellent I.T skills.

INCO: “Cushman & Wakefield”