Join Our Prestigious Private Members' Club as a Receptionist / Reservation Agent
The Rag, one of London's most distinguished private clubs, is seeking a personable and professional Receptionist / Reservation Agent to be the welcoming face of our exclusive establishment. Located at 36 Pall Mall in the heart of Mayfair, with stunning views over St James's Square, our club offers members a luxurious home away from home-familiar, comfortable, and inviting. THE RAG - ARMY & NAVY CLUB
36 Pall Mall, London SW1Y 5JN
Our club proudly hosts members from around the globe, representing diverse backgrounds from both military and non-military sectors. We are committed to providing exceptional service and creating an elegant, discreet environment where every guest feels valued and cared for.
Army and Navy Club
Pall Mall, London
Receptionist
JOB DESCRIPTION
Job Title: Receptionist
Department: Front Hall
Responsible to: Head Receptionist
Location of Work: St James's, London (OnSite)
Duration: Full time - Permanent
Start Date: As soon as possible
The Army and Navy Club also known as the Rag is one of London's most prestigious private clubs, welcoming members from around the globe, all walks of life and from both military and non-military backgrounds. The Club is a hidden gem, situated at 36 Pall Mall in the heart of Mayfair with views over St James's Square and offers members a luxury home from home that's familiar, comfortable and welcoming.
ABOUT YOU:
You are an experienced hospitality professional able to assist with Front Hall operations and provide excellent customer service. Your professionalism allows you to adhere to service standards during the shift. You are a capable multi-tasker, managing various duties from accounting and reporting to member requests and complaints. You enjoy the fast-pace of the front hall operations and understand the importance of service standards. As the Front Hall representative, you maintain a professional environment while on duty. Your interpersonal skills allow you to address member needs and troubleshoot issues. Attention to detail and service excellence are essential for you.
The Front Hall Receptionist provides support to all members and guests of the club during the their stay. You will enforce the standards of excellence while on duty and ensure all Front Hall operations run smoothly.
PURPOSE:
To assist with all front office operations and provide excellent customer service to members and guests during the shift. Handle accounting, reporting, and other tasks accurately and efficiently. Address member and guest requests, complaints, and inquiries professionally and promptly. Represent club management on duty together with the other members of the team. Coordinate across departments to ensure smooth operations and fulfilment of member/guest needs. Deliver outstanding service experiences and interactions during their stay. Safeguard club members and guests, facilities, and assets throughout your shift. Uphold safety and security protocol. Support the Head Receptionist and front hall team in executing all operations and services.
Flexibility is required for a 7-day operation, with a focus on ensuring adequate night shift coverage.
DUTIES AND RESPONSIBILITIES:
Front Desk Operations:
Greet members and guests upon arrival and assist with check-ins / check-outs
Provide members and guests with information and handle requests
Keep front desk area tidy and organised
Listen and respond to member queries and requests
Accounting:
Assist with end of shift reconciliations
Prepare bills for departing members and guests
Support accurate and timely night audit
Record all room reservations in reservations database
Ensure correct room allocation
Maintain clear records of member bookings
Administration:
Respond professionally to member and guest complaints and issues
Maintain awareness of nightly arrivals/activities
Uphold excellent service standards
Be aware of club activities and visiting guests
Safety/Security:
Adhere to all fire safety procedures
Report any suspicious behaviour or safety hazards
Support secure storage of member valuables
Team Support:
Provide assistance to night management as needed
Support cross-departmental coordination
Assist with training new night staff
Liaise with departments to address issues
General:
Perform occasional tasks outside of routine duties
Be fully conversant with club rules and policies
Liaise with porters on parking and other matters
RECEPTIONIST QUALIFICATIONS AND SKILLS:
1-2 years' experience in customer service or hospitality
Strong communication skills
Ability to learn club systems and software
Exceptional customer service skills
Basic computer knowledge
Comfort working independently and with minimal supervision
Service focused
Able to multi-task in a fast paced environment
PREREQUISITIES:
Well presented with excellent interpersonal and communication skills.
Proactive and highly organised, capable and flexible.
Confident & approachable
Computer literacy, administrative skills
Have excellent multi-tasking skills
Customer service orientation
Attention to detail and accuracy
Ability to handle stress and stay calm under pressure
Conflict resolution skills, decision making and judgment skills
Team work, flexible regarding work schedules
Ability to respond appropriately to diverse customers and guests
EXPERIENCE:
Previous Front Office experience in a Mid-scale or Luxury property is required.
Previous customer service and general computer experience required.
Employee Benefits:
Progression within the role
Additional holidays during the Christmas break
Interest-free season ticket loan
Long service award scheme
Retirement Gift Scheme
Flow: Online Training
Uniform and laundry service
Free meals on duty
Free eye test and glasses vouchers
Additional services:
Generous Pension scheme
EAP & Employee wellbeing services
Chairman's Staff Fund