Receptionist

The Queen's Club has an exciting opportunity for a permanent Receptionist to join our team

You'll be part of a vibrant Reception team that plays a key role in shaping the member experience, ensuring a high standard of customer service across The Club. This is an exciting opportunity to contribute to a fast-paced environment and be part of the greater team delivering an excellent members experience.

The Reception rota requires availability to work weekends, early mornings, evenings and bank holidays. Opportunities for overtime exist and are required to cover the rota. The role would benefit an applicant with an easy commute to The Club to enable being at work by 6.55am ready to open reception at 7.00am and able to get home after closing reception at 9.00pm. 

Responsibilities:

1. Meet, greet and help direct Members, guests, staff and approved visitors to the Club in a professional and polite manner maintaining the friendly and helpful reputation of the Club at all times.
   
2. Ensure the opening, closing and daily reception procedures and standards are followed at all times.
   
3. Provide an accurate court booking service for Members and guests including bookings and cancellations. Adding names and managing the online waiting list for courts, and calling/informing Members regarding the court situation as necessary.
   
4. Ensure the correct payments are taken in respect of guest fees and shop goods sold. Cash up accurately and to the financial standards required, reporting any discrepancies to the Senior Receptionist/Duty Manager.
   
5. Answer the telephone promptly and politely to the standards required. Ensure all messages are accurately recorded and promptly passed on.
   
6. Respond to any Member complaints appropriately, completing comment forms and immediately advising the Senior Receptionist/Duty Manager.
   
7. Record and pass on positive comments received feedback to the Senior Receptionist/Duty Manager.
   
8. Maintain an up-to-date knowledge of Club Rules and Bye Laws and assist in their enforcement reminding Members where necessary.
   
9. Maintain a current knowledge of Club events including daily functions, Member activities, playing events and tournaments and actively promote events to Members.
10. Keep reception tidy at all times and ensure up to date promotional material/Club information is on display.
    
11. Monitor court usage through CCTV and be vigilant regarding Club security reporting any concerns/suspicions to security or the Senior Receptionist/Duty Manager.
    
12. Follow the standards and instructions issued by management/security in the event of any security alert.

Health and Safety (H&S); Safeguarding and Child Protection:

1. Ensure the Queen's Club safeguarding policy and procedures are followed at all times.
2. Work within the statutory health and safety requirements generally. Reporting any issues of maintenance and health and safety within reception, on court as monitored on CCTV, or as seen across the Club to the Senior Receptionist/Duty Manager or Maintenance Manager to ensure required safety standards are met.
   
3. Work safely at all times adhering to Manual Handling Regulations.
   

About You:

• You must be organised, efficient and proactive.
• Warm and friendly, natural smile
• Good communicator, bubbly enthusiastic, positive
• Socially polished
• Clear speaking voice
• Literate and numerate; excellent command of English, both spoken and written
• Computer literate
• Experience of reception work; telephone systems and shift work
• Ability to multi task
• Service orientated
• Career receptionist (desirable)
• Interested in sports (desirable)
• No restrictions to working in the UK

Here are some of the benefits a Receptionist will enjoy at The Queen's Club:

• Uniform provided.
• A competitive salary.
• A friendly and supportive working environment.
• 25 days' holiday (plus bank holidays) pro-rated for part time.
  
• Contributory company pension scheme.
• Discretionary annual performance bonus.
• The Queen's Club Tournament family/friends' tickets.
• Use of the Club's courts, gym and fitness studio (during off peak times).
• Free breakfast, lunch and dinner & refreshments while on duty.
• Childcare vouchers.
• Cycle to work scheme.
• Enhanced maternity and paternity leave.
• 24/7 Employee assistance program.
• Interest-free Season ticket loan.
• Long service award.
• 25% Shop discount.
• Social events.
• Recruitment bounty.
• Eye Test and glasses contribution.
• 10 days' paid sick leave (pro-rated).
• Medicash Healthcare scheme.

The Queen's Club is a world renowned private Members rackets club in south west London and hosts the international annual HSBC Championships.