Receptionist - Osterley

Receptionist - Osterley

Reports to: Senior colleague services advisor

Division: PSG

Overview

Sky is Europe's leading entertainment company and serves 21 million customers across five countries. Together our people deliver the best and broadest range of content, market-leading customer service and innovative technology. We work hard to give our customers a better experience and we’re not stopping there.

Our job in the Property Service Group is to help everyone to be their best. We go out of our way to provide people with the things that make their lives at Sky just a little bit easier - from great working environments to subsidised gyms and from fantastic food and drink options to top quality cycling and lifestyle services.

It all starts with having the right real estate. Getting our portfolio of properties right is critical.  From there we aim to provide working environments that are tuned to what we do at Sky every day. Our goal is to create workplaces that are flexible, collaborative and at all times a reflection of our great brand. And then finally we need to deliver a fantastic service to our colleagues at every stage.

We ask our people to offer the best service in the UK. We have amazing content and we all rely on each other to pull together to give our customers the very best in entertainment and sport in the UK and Ireland. So, we need to do the same for our colleagues – always doing for them what we expect them to do for our customers.

Our vision is to make ‘Make it easy for our colleagues to be their best at work by providing brilliant places to work’.

Job Purpose/Key Responsibilities

As Front of House in our health & Fitness facility you will work closely with our senior colleague services advisor to ensure the delivery of our five star service experience.

Using the lens of ‘Believe in Better’ to frame your approach, you’ll focus on:

• Ensuring that we’re consistent and efficient
• Ensuring that the colleague experience in all locations meets our standards  

Requirements:

• Work experience as a Salon/ Gym Receptionist, front of house representative or similar role
• Punctual with excellent time keeping and organisational skills
• Have experience or an interest in Health and Wellness
• Hands-on experience with administration systems and procedures
• Excellent communication abilities (verbal, phone and email) with a first-class customer service attitude
• Solid organization and record-keeping skills
• An ability to remain calm under stressful circumstances
• Able to work flexibly with a mix of early / late shifts between the hours of 0630 and 1930

Responsibilities

• Warmly greet clients and assist with their queries
• Managing bookings and appointments for Salon and Fitness services
• Review staff timetables daily by 0800hrs to ensure productivity is high at all times
• Actively review the waiting list and look to reduce throughout the day
• Answer phone calls and emails
• Processing transactions
• Carry out walk round of facility at least 3 times daily and own any issues that arise
• Cross-sell services and products when appropriate
• Stock management and ordering
• Maintain a tidy reception area
• Order business cards, brochures and stationery as needed
• Take ownership of customer feedback and handle in a professional manner
• Take welcome tours and show members around the Salon and Fitness Centre
• Participate in Salon and Fitness services, to gain an understanding of the customer experience
• Report facilities faults and track progress on state of repair, attend meetings with the facilities team
• Assisting the Salon/ Fitness Manager with development project
• Assist senior colleague service advisor with studio co-ordination – including class cover, member notifications and timetable changes.

Candidate Specification

• To be highly organised and exceptional customer service skills.
• Previous experience as a receptionist or Front of House position – hair and/or Beauty industry preferred.
• To have an interest and knowledge of the hair & beauty industry.
• To work well within a team, we are looking for a confident, bubbly person who can help maximise productivity and increase the customer experience.

Diversity statement

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.