BFInsert department, date etc.
Job Title: Receptionist
Hours of Work: 37.5 hours per week, 10 days over 14, including weekends as required
Responsible to:Reception Manager
Responsible for: N/A
Møller Centre Values
Trust – Trust in all relationships; generate and honour trust
Integrity - Act honestly and with good intent, deliver promises
Get it right for the client and each other – Have mutual respect – be professional – meet agreed objectives
Team – You are an essential and valued contributor to a great team which delivers outstanding performance
Background
The Møller Centre is an award winning purpose built centre for leadership development and executive education with its own purpose built residential creative learning environment set in the grounds of Churchill College, University of Cambridge. Our mission is to engage with our clients so they acquire knowledge for professional development and personal and business success in an executive environment.
The Møller Centre is a wholly owned subsidiary of Churchill College. Our purpose is education – “to develop and inspire people to be the best they can” to benefit themselves, the organisations that they serve as well as society as a whole. All our profits are covenanted to Churchill College for investment in undergraduate and graduate education and student support.
Our executive education programmes are approved by Education Standards Committee of The Møller Centre, under the Royal Charter of Churchill College and The Møller Centre is an approved provider of The University of Cambridge Board of Executive and Professional Education (BEPE)
Three key areas of the business
The Møller Centre - A world class host venue and creative learning environment for clients’ own training and development activities.
Møller Leadership Development and Executive Education - Delivering customised executive education programmes providing a special combination of practitioner and academic based learning to senior executives from international organisations.
Møller Professional Service Firms Group (PSFG) - One of the largest and most experienced teams of specialist practitioners delivering development interventions in the professional service firms market.
We have clear growth strategies and need exceptional people to be part of our team. The team we have developed is extremely professional, bright, enthusiastic, hard working, fun, loyal, creative and have a positive mind set around client support and service.
Consequently we have successfully created a culture that has resulted in our achieving a ‘Ones to Watch’ status through the Best Companies to work for accreditation process.
Overall objective
To actively engage with our clients, exceeding their expectations and ensuring all aspects of the customer journey are effectively delivered.
To represent the Møller Centre as the first point of contact, either on the telephone or in person, in a presentable, efficient, courteous manner and provide a high standard of customer service to guests from registration to departure.
Main responsibilities
To consistently deliver high levels of customer service to our clients, providing information as requested about the Centre or Cambridge.
To provide a professional meet and greet service to our guests as they arrive, which is often based outside the main entrance to ensure a positive arrival experience and to provide appropriate directions.
To ensure that guests are checked in and out using the correct procedures
To ensure that bedroom reservations are taken in the appropriate manner, using the correct procedures.
To liaise with relevant departments about updates, in a timely fashion, to ensure that guests needs are met or exceeded.
To deal with complaints effectively and with diplomacy.
To liaise with relevant departments to ensure that all administrative duties are carried out efficiently.
To deal appropriately with all incoming calls through the main switchboard.
To deal appropriately with all guests coming to reception and arrange whatever help they may request during their stay.
To take all reasonable steps to ensure the safety of guests, property, the building and cash.
To ensure that all postings, revenue and income is balanced daily and the float is checked on each shift and change is ordered when necessary.
To ensure that all-incoming and outgoing mail is dealt with appropriately and in a timely manner.
To ensure that all signage and menus are printed at the correct time.
Ensure that maintenance requests are reported to the relevant departments.
Ensure that reception and the public areas around reception are kept clean and tidy and is stocked up of relevant items.
Ensure communication and shift handovers are such that reception can operate effectively after your shift is complete.
Ensure that all-necessary housekeeping and maintenance is carried out in the office for the health and safety of yourself, others and all equipment.
Be aware of fire regulations and procedures related to your position and ensure an updated guest list is available in the event of an evacuation.
To attend and participate in all meetings as required ensuring a pro active approach to the internal and external client, sustainability, health and safety and upcoming business.
To ensure that you abide by all of the policies and procedures in relation to our environmental policy, details and objectives of which are included in the staff handbook.
To carry out any reasonable request made by the Reception Manager or a member of management in a timely and cost effective manner.
Health and Safety
You must ensure that all Health, Safety and Security regulations are adhered to at all times, this includes the fire procedures, COSHH, sharps, manual handling and VDU regulations, all of which you will be made aware. Please ensure that you report any faults or infringements of these procedures or act immediately where appropriate to correct them. You have a duty to carry out work so that you never put yourself or others at risk, creating a safer working environment for everyone.
Learning and Development
The Møller Centre has a Company Business Plan which sets out the aims and objectives of the Centre and what we hope to achieve. As part of the process of achieving these objectives, we are committed to develop all our staff.
You will be provided with all the relevant statutory training required for you to carry out your role safely and further development requirements would be discussed at your personal development review.
Business Development
As outlined in the Company Business Plan all staff are expected to contribute to the business taking responsibility for the delivery of consistent service excellence to clients thereby exceeding their expectations.
ReceptionistUpdated: Feb17