Reception Manager

RECEPTION MANAGER – CITY LAW FIRM

£40,000 - £45,000

CITY OF LONDON

My client, a leading City law firm are seeking a Reception Manager to join their busy team.

The objective of this role is to provide exceptional service to the firms clients. Clients are always the Number One priority and all efforts must be made to meet their needs, expectations and safety. A “can do” attitude is essential, together with the ability to be professional at all times and take ownership of any situation.

This position is accountable for the management of people and resources in order to provide the highest quality of client interface in all front of house and internal client care and conferencing facilities. The role has line management responsibility for 10 Receptionists and 2 Reception Supervisors. The Reception Manager will enjoy working as an integral part of the wider management team in order to contribute to the continuous improvement of service delivery. Team leadership is at the heart of this role, the ability to promote and develop the front of house team is a key success factor.

The main duties and responsibilities for this role is to provide the very best front of house, switchboard and internal client care which includes, and is not limited to the following:

• Escalating within the FM and contract management teams any maintenance or service issues, supporting the reception team to ensure any problems are dealt with.
• All areas and standards of external client service and client care from initial reception onto and departure from this site. 
• All areas and standards of internal client interface via switchboard services and front of house engagement.
• All areas and standards required for the coordination and delivery of external/internal conferencing/hosting including technical and catering requirements.
• Organisation of internal events in coordination with all the relevant parties.
• Line management responsibility for a team of 10 Receptionists and 2 Supervisors.
• Working closely with HR regarding any performance related issue, sickness, or any other issue which may need escalating.
• Responsibility for induction and training for new starters on all matters front of house.
• Providing guidance to Supervisors in the Rota planning, handling any staff issues that may arise.
• Holiday planning and approval including presentism and absenteeism management.
• To overview and ensure overtime is properly approved and necessary.
• Leading initiatives to help with the development and continuous improvement of front of house service delivery.
• Drawing on L&D expertise to ensure that appropriate ongoing professional standards coaching/training for direct reports are developed, implemented and evaluated.
• Setting individual objectives and performance measures for direct reports; completion of their annual (biannual) appraisals; ensuring that individual career development plans are reviewed and realigned on a regular basis and in line with business objectives. 
• Review regular management information reports from the team and provide “value add” escalation of information to the Facilities Soft Services Manager.
• Working closely with external suppliers and contractors to build and maintain strong relationships and act as an ambassador of the firm.
• Managing the quality service level agreements with external suppliers including Contract Switchboard.
• Working closely with the Chief Fire Marshall in case of any health and safety issues at work. 
• Organising Deputy Fire Marshalls for the building in support of the Chief Fire Marshall and fulfilling this role if the situation dictates (e.g. resources unavailable). 
• General responsibility for day-to-day H&S in the Reception area
• Health and Safety knowledge and training, including first aid and awareness of fire and emergency procedures. Ensuring new starter inductions are carried out, that content is updated. 
• Liaise with the AV team to ensure that service levels are maintained and consistent with a one team approach

Please apply today for immediate consideration.