Guest Services / Reception Team Member
Reports to Head of Venue Security
Location: CBS Arena, Coventry
Full Time – Works 40 hours per week, 1 hour unpaid lunch, 5 in 7 days.
Term Permanent / Guaranteed hours
Start Date ASAP
An exciting opportunity is available for Guest Services Members to join our busy team within the operations department at CBS Arena. You’ll maintain high standards of customer service and communication whilst providing a professional and supportive persona. A flexible approach to work and ability to work as part of a team or on your own are essential. The ideal candidate will be self-motivated and able to demonstrate exceptional customer service skills.
The guest services department is the main point of contact for guest enquiries. In this role, you will provide guests with advice, answering queries and resolving problems. The ideal candidate will need to be confident when handling guest’s queries and complaints and escalate where necessary. The successful candidate will have excellent verbal and written communication skills and must be willing to deal with guests both over the telephone and face-to-face.
Principal Duties and role and responsibility
You will operate on a day-to-day basis as part of a small team, with minimum day-to-day supervision from the Head of Venue Security. It is expected that you will plan and prioritise those tasks received via the venue management, in order to ensure they are carried out within agreed timescales and according to priority. This will require you to demonstrate initiative in the arrangement of your immediate work priorities.
Key Responsibilities
Meeting, greeting and welcoming visitors in a professional and friendly manor to provide guests with an exceptional first and lasting impression.
Opening up of the function rooms around the venue as required for the day.
General clerical duties
Manage lost and found property to venue policies and procedures.
Handling of any cash payments as required.
Answering incoming calls to the venue and directing to the correct departments, taking messages or Screen telephone calls where appropriate
Managing incoming and outgoing courier delivers and post duties.
Producing venue signage
Directing visitor’s to meeting rooms, managing VIP guests.
Fire marshalling of guests visiting the venue
Local information - be ready to share your knowledge and experience of the area to help our guests make the most of their holiday time.
Keep visitors book up to date and provide name badges for guests.
Ability to hand sensitive situations in a confidential manner.
An ability to deliver succinct and clear verbal reports.
Flexible team member with ability to communicate with the colleagues, client, visitors and members of the public.
Person Specification:
A willingness to work cooperatively and constructively with both peers’ groups, service partners and leadership provided by the Management and Directors
Ability to adapt to technological advances in the workplace.
Physically able to carry out duties.
Be polite and friendly at all times.
Proven reliability including ability to deliver high standards of both punctuality and attendance.
Self-Motivated and able to maintain a high standard of personal presentation.
Willingness to undertake training as required.
Essential Experience:
A good standard of computer literacy (including MS Office applications: Email, Word, Excel, PowerPoint)
Strong communication skills at all levels
Good Organisational skills
Professional telephone manner
Previous Corporate reception experience and front of house duties
Exceptional customer service skills
Strong attention to detail
Ability to work effectively with colleagues and other departments.
A positive can-do attitude
Educated to GCSE level or above – (Including English & Maths)
Complaint handling experience
To apply, please email arenarecruitment@cbsarena.co.uk
