Senior Receptionist
The Role 😊
The Senior Front of House (FOH) Assistant is the main point of contact for all customers, acting as a role model for their team, leading by example, and providing guidance to team members. As a Senior Receptionist, you will support the team lead with the day-to-day supervision of the department, working closely with them to ensure all policies and procedures are properly executed. You will support training, staff development, and maintenance of training documentation for the Reception team. You will also provide customer service to the highest standard and resolve customer escalations in a respectful and professional manner; and support the team lead in administrative and other ad-hoc tasks.
Inclusivity Statement 🩷
The Castle values inclusivity and encourages you to bring your whole self to work. We understand the importance of work-life balance and will do all that we can to support a healthy one. As a growing business, we’re here to encourage you to develop and pursue your professional and personal aspirations. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities. Please let us know if you need accommodations during the application process.
We’re looking for an enthusiastic team member to join us for at least 25 hours a week, including admin hours.
This is a part-time permanent role with a starting hourly pay of £15.1/h.
Main duties & responsibilities ✨
Customer Service/Communication
- Act as an information point for all customers and staff, handling complex customer issues and escalating when appropriate to the Team Leader and DM;
- Ensure that prospective customers are aware of the range of courses, memberships and entry passes offered by the Castle (and informed of any developments/changes to this range);
- Respond to customer queries and direct them to the appropriate manager;
- Process and facilitate customer entry in line with the Castle’s entry procedures and POS system.
Administration
- Ensure the proper operation of the Centre’s health & safety policy regarding customer registration and visits;
- Supervise the maintenance of hire locker procedures with the reception team, and maintain key holds;
- Manage gift card extensions or queries in line with our T&C’s;
- Make the monthly stationary order in line with budgets and distribute to departments;
- Assist the TL with completion of monthly department snapshots;
- Draft and publish the department rota accurately in line with employee contracts, employment law, annual leave requests and Castle policies;
- Maintain long-term lost property storage – when overloaded schedule charity sales and dispose of excess using sustainable practices;
- Maintain a clean, operational reception and staff area;
- Actively participate in Reception Staff Meetings, assisting with coordination and occasionally leading portions of content;
- Coordinate the running of the Top Rope Social group (a reoccurring top-roping session that happens 2x weekly);
- Ensure administrative procedures such as accurate tracking of lost property, general use and hire lockers, stationary ordering, gift voucher processing, etc., are completed correctly by the reception team;
- Support the Team Lead with training new team members and completing training documentation.
Teamwork
- Act as a role model for the Reception team with regards to customer service, knowledge, and Castle Values and Behaviours;
- Support team members to ensure all administrative processes are done correctly;
- Support with onboarding and training for new starters;
- Work with team members to provide a friendly, efficient service for our customers and staff;
- Work in collaboration with the MEO to ensure the smooth entry and communication to customers for Castle events;
- Work closely with the TL on projects and process improvement;
- Proactively seek opportunities for development and improvements within the department – creating and pitching proposals, and if approved, executing the project;
- Support the TL/Line manager as the acting shift leader, ensuring all team members are cooperating and carrying out expected duties, offering constructive feedback and reminders where necessary. Escalate to TL where needed;
- Take an active interest in the team’s personal and professional development by contributing to constructive feedback for the TL to use in appraisals.
Sustainability
You will carry out your duties in accordance with the Castle Sustainability Policy, promoting sustainable practices to customers, and ensuring that we use our resources efficiently and with awareness of the impact of energy usage.
How to apply ✍️
Please submit a CV and Cover Letter. Your cover letter should outline why you are interested in this role, and how you believe your skills and experience make you a good fit. All applications must include a cover letter.
Deadline: 15th July at midnight
If you cannot meet this deadline due to annual leave, please contact HR@castle-climbing.co.uk to request an extension.
