Head Receptionist - Harvey Nichols Fifth Floor Cafe, Knightsbridge
We are currently looking for a Head Receptionist, to act as a role model and supervisor to Receptionists in providing outstanding service to all customers within Harvey Nichols Fifth Floor Restaurant, Bar and Café.
Drive and maximise sales.
Work with the Department Manager and Assistant Department Manager to ensure the satisfaction of all customers by ensuring that prompt, courteous and efficient service is given by your team, at all times.
Answer telephone calls politely and professionally and complete any resulting actions required. Ensure messages are communicated as intended.
Organise daily shifts to ensure smooth running of the floor and efficient service, complete team briefs and ensure communication between Reception, FOH and BOH.
Act as a role model for receptionists and staff in demonstrating excellent customer relations, personal presentation, and knowledge of local environment and HN.
Actively find a resolution to customer queries and complaints in a professional manner, ensuring that communication is maintained with the customer at all times. Discuss with your line manager any complaints that have not been satisfactorily resolved.
Instigate and maintain high morale, motivation and team spirit, recognising outstanding performance and contribution to team objectives.
Ensure covers are maximised for each service session and ensure all bills are paid off prior to leaving. Ensure your team know all payment procedures.
Deal with conduct and performance issues appropriately, referring more serious or recurring problems to managers.
Courteously escort guests to their tables and present menus as required.
Maintain the accuracy and integrity of the Quadranet reservations system and follow company procedures when making, altering or confirming reservations.
Assist in identifying training requirements within your team and ensure quality on-job training is provided and recorded.
Assist in ensuring your team have a thorough knowledge and understanding of all items on menus and drinks lists and are able to impart this information to customers correctly and with enthusiasm.
Assist the Hospitality Sales & Events Manager in the organisation of any special events and functions.
Maintain the highest standards of hygiene and safety in the reception area (including the cloakroom) and ensure cleanliness is maintained via a cleaning schedule.
Ensure all Health and Safety requirements are adhered to and maintained and that a safe environment is maintained for customers, staff and suppliers
Ensure that personal KPI’s are achieved
Qualifications and Experience required
Customer service experience
Skills and Personal attributes required
Customer service centric
Drive and energy
Building working relationships
What we offer
• Heavily subsidised Annual Zones 1-6 London Oystercard upon successful completion of probation period
• 22 days holiday in addition to public holidays
• Up to 30% discount off all Harvey Nichols clothing, make-up and accessories as well as food and drinks across Harvey Nichols Restaurants and Bars