This incredible building is one of London’s newest landmarks, it stands at an impressive 278m, and the unique viewing gallery gives a once in a lifetime panoramic view of London from the 58th floor. A truly breath-taking opportunity within the Portico family.
The warm welcome from the Guest Services team determines the first impressions of clients and visitors have of the clients’ business. The role of the Guest Services Supervisor is to manage and develop the Welcome team to provide the highest level of client care and personal service to all stakeholders in the client business which includes visitors, clients and internal stakeholders.
Key responsibilities:
- Lead your team to ensure all visitors are provided with a warm, courteous and prompt welcome.
- Verify that all visitors have a valid ticket to enter the Viewing Gallery and offer assistance where necessary.
- Courteously request identification documents from all visitors in line with the company procedures, leading by example within your team in this area.
- Handle all queries promptly, giving a warm courteous response and using the agreed salutations.
- Always remain positive.
- Take the lead on managing the Viewing Gallery and ticketing correspondence through the website, ensuring strict response SLA’s are adhered to.
- Ensure all company documentation is up to date.
- Escalate any serious complaints to your line management immediately, and look for collaboration on resolving quickly.
- Assist the elderly, parents with children and disabled visitors with any reasonable requests, ensure they are supported in line with our policies.
- Work in a collaborative manner with the other service providers who work with the Viewing Gallery space.
- Be reliable, flexible, honest and a strong advocate for Portico.
- Work with your Colleague/Managers to assist in the development of the services and embrace change, provide services to the satisfaction of the client and in line with KPI/contractual agreement.
- Lead your team to ensure that you are security conscious. Be aware of Penetration Tests, Tailgating and ensure that all visitors have a host and clearly always display their visitor badge.
- At all times ensure you provide consistent service, allowing for queuing times and engagement with your visitors to take precedence.
- Actively and positively engage with colleagues, clients and other stakeholders to ensure a seamless service experience.
- Anticipate visitor needs and follow up with them to ensure that visitor expectations are met and where possible exceeded.
- Trouble shoot client and visitor problems using research and problem-solving skills, escalate to your line manager where this exceeds your level of autonomy.
- Take ownership and responsibility ensuring you are working effectively and developing close relationships with your colleagues.
- Take the lead on your teams individual development needs, addressing service concerns as they arise and managing any discrepancies accordingly in line with Portico procedures.
- Support your colleagues and assist with training new starters through their probation periods and team support members when on site.
- Co-ordinate and take ownership of VIP visitor/event management – communicate arrivals to the relevant people promptly so that the visitor or client is either met or escorted to the relevant lift / area in a timely manner.
- Handle client and visitor queries and supply relevant information to them.
- Ensure the waiting visitors are kept informed of any delays and progress and to ensure visitor comfort. Ensure that the queueing guests are engaged with constantly during this time.
- Carry out regular checks of the Viewing Gallery, Lobby to ensure all areas remain clean & tidy, escalate to the correct department any discrepancies immediately.
- Ensure the radio/mobile phone is fully charged and on your person at all times when on shift.
- Complete a handover and convey relevant information when opening and closing each day, and on hand over days with your management colleagues.
- Ensure collaboration with your line manager each day in regard to expected duties.
- Ensure housekeeping and maintenance issues are logged/reported and discuss any issues with your line manager/building management.
- Provide operational support to other teams to ensure service levels are maintained during peak periods.
- Attend regular team briefings with your management team to ensure you are engaged and understand the overall vision for the Portico contract within the Viewing Gallery.
- Conduct regular team meetings with your team to distribute required information.
- Be aware of relevant legislation to include health & safety and be security conscious at all times.
- Be willing to assist in the event of any emergencies within the building.
- Complete the Rota for your team, submitting to your line manager in line with required time frames.
- Manage all holidays within your immediate team, ensuring that Team Support cover is booked immediately in order to pre-plan service levels and assist with rota planning.
- Manage all absences within your immediate team, including booking Team Support and communicating absence to relevant parties..
- Managing high absence levels where required.
- Manage all conduct issues within your team immediately.
- Conduct weekly one to ones with all team members.
Key skills & experience:
- A minimum of 2 years leadership experience working in a customer service environment is essential.
- Previous experience with high volume visitor attraction preferred.
- Ability to demonstrate understanding of 5* Customer Service will be expected at interview stage.
- Ability to demonstrate skill-based competency of working practice will be expected at interview stage.
- Immaculate personal presentation with a genuine smile and can-do attitude.
- Easily engages in conversation and develops rapport with others.
- Drive for and ability to comply with high standards.
- Pays attention to detail.
- Ability to work in a fast paced, high-volume environment, including face to face and written communication expectation (Multi-tasking).
- Intuitive & interested in other people.
- Flexible and adaptable to respond to differing client needs.
- Confident, enthusiastic and motivated to deliver great service.
- Organised an able to prioritize work activity.
- Proven experience of managing a team of 15+.
- Working knowledge of Health & Safety processes and own responsibilities
- Literacy and confidence with email correspondence, Word/Excel to intermediate level essential.
- Able to work with computerized Front of House systems as Condeco, Fidelio, Data craft, CABS.
- Knowledge of or understanding with Ticketing systems.
- Fluent in English both verbal and written (email particularly).
How to apply: please send your CV and a short cover letter to [email protected].
