Receptionist The In and Out
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No. 4 St James’s Square SW1Y 4JU
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Job Description – Receptionist

Location: 4 St James’ Square

Reporting to: Reception Manager

Working hours: 40 hours per week over 7 days (usually shifts are 0700-1500, 1100-1900, 1500-2300)

 

Purpose of role: The Receptionist is responsible for providing a first class experience for Members, their guests and other visitors utilising the Club. Combining a welcoming manner with efficient service, the Receptionist will carry out the full range of tasks associated with Front of House.

 

 

Key Responsibilities:

 

Operations

  • Welcome Members and other users in a professional yet friendly manner
  • Check in and out guests, including taking payments, efficiently
  • Promptly respond to queries in person or by telephone, escalating to senior staff where appropriate
  • Take bookings for accommodation and allocate bedrooms
  • Liaise with Housekeeping, Maintenance and Catering teams to ensure service is maintained
  • Handle telephone calls, emails, faxes and messages for Members, guests and other staff
  • Take payments for merchandise or events if requested
  • Any other ad hoc duties as requested

 

Members

  • Develop positive and professional relationships with Members
  • Create and maintain highest levels of Member confidence by providing a flexible and responsive service, exceeding expectations where possible
  • Take ownership for problems and ensure Member feedback and complaints are dealt with efficiently, with support from senior team members
  • Develop an excellent understanding of Club’s services and facilities 

 

People

  • Become a valued member of the team, supporting colleagues to achieve results
  • Establish credibility, communicating effectively ensuring a two way process for sharing information
  • Liaise and consult with the senior staff on a regular basis
  • Take ownership for personal development 

Technical skills

  • Become proficient in the use of the Club’s PMS

 

 

Knowledge and skills required:

 

  • Motivated with “can do” attitude
  • Ability to work alone or collaboratively 
  • High level of customer focus
  • Excellent communication skills and confidence to communicate at all levels (in particular high levels of spoken English)
  • Good organisational skills
  • Able to deal with a number of tasks and prioritise workload
  • Posses a critical eye in terms of accuracy
  • Intermediate computer skills (typing skills advantageous)
  • Smart and tidy appearance
  • Second European language (not essential)

 

 

Key Competencies:

 

Customer Focus

  • Must have customer focused approach to providing service
  • Should build effective relationships based on trust, flexibility and a professional approach 
  • Must be able to manage perceptions and expectations, actively  promoting a high standard of customer care

 

Effective Communication

  • Excellent communication skills with confidence to deal with clients at all levels
  • Must ensure communication is clear, concise and timely and that all important information is understood

 

Team Work

  • Work in partnership with colleagues to achieve common goals

 

Planning and Organising

  • Must complete activities in an organised manner to ensure best use of time and to satisfy Members and guests needs
  • Should demonstrate a high degree of pro-activity at all times

 

 

 

 

Quality

  • High level of attention to detail, working quickly and accurately
  • Follows procedures and checks work to ensure right first time

 

Judgement

  • Able to make logical decisions, considering all relevant information and alternative solutions

 

Drive and Enthusiasm

  • Adopts a positive and energetic approach
  • Strives to overcome obstacles to achieve results
  • Takes responsibility for personal development
APPLY
Receptionist
The In and Out

Recruiter

The In and Out

Location

No. 4 St James’s Square SW1Y 4JU

Salary

Competitive

Job Type

Full Time

Reporting To

Reception Manager, Kursat.Alkan@theinandout.co.uk

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    Having worked at the East India Club for more than 22 years, Beatrix started in the Dining Room in 2005, and was sponsored on the wine and spirits education trust wine course. In moving to the reception team in 2011.  “I like the way that the staff in different departments are very close – like a big family. We look after each other. All the departments work together. They have to, and they have to have a good relationship.”

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    Karim has worked at the club since 2003 and is one of the first faces members and their guests see as they enter. I like it that the staff of the club are so helpful with members and guests, and reciprocal members,” he adds. “We have a very good reputation. People who come here often tell me they have recommended the club to their friends. People love the atmosphere… we build up relationships with them. It is more like a family”.

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