Here we catch up with Anarica Ball, Reception Team Leader at Lexington Reception Services (LRS). We asked her to share her perspective on life at Lexington, working as a receptionist and what great customer service means to her.
How long have you worked for Lexington?
I started working with Lexington Reception Services on the 1stJanuary 2017 – I was impressed by the excellent service delivery the team had achieved. They had excellent records for customer and client satisfaction.
What attracted you to work in reception services?
I would classify myself as a people person. I get great satisfaction from helping people and it is wonderful to be able to provide a little help and light relief to busy professionals working in the corporate world.
Talk us through a typical day
After reviewing the client’s instructions and operational requirements for the front of house services I create a schedule for the day. I assist my team members, helping them prepare the front of house reception area for all expected guest and visitors.
I manage and supervise the front of house service team, which involves attending meetings and liaising with the client. I also deal with day-to-day requests from the tenants and visitors that pass through the front of house area, during the day.
We often have a number of visitor and tenant assistance request that need to be reviewed and sometimes escalated to the client. Another of my duties is to communicate, instruct and liaise with various landlord contractors, agents and specialist service providers.
What is the one thing you love most about your role?
The thing that gives me a most enjoyment at work is dealing with the large number guests and visitors that come into the building from various locations around the world. It’s wonderful to meet such a range of people, many who are incredibly famous and high up.
Tell us about some of the challenges in your role
The property that I work in is home to many different companies that operate separately. Each company operates in a way that meets the needs of their business, customers and brand. It is therefore really important for the reception team to adapt to the needs of each company in the building and their guests.
What are you most proud of in your career?
Over the course of my tenure with LRS, my client has named me ‘employee of the month’ on several occasions. In addition to this, both myself and my team have received numerous compliments from the occupiers and property owners, with regards to the level of service provided – it’s extremely satisfying to hear how we are making a positive impact.
Can you tell us three secrets to creating a great experience at reception?
Our approach is very simplistic but we always strive for perfection:
- Clean environment: Ensuring that as people arrive in the building, it is clean, tidy and safe environment.
- Presentation: A friendly and a happy smile is key. As is personal presentation to reflect the brand/company you are representing.
- Put the guest first: Treat the guest in a professional courteous manner always and try and go above and beyond with every visitor.
Where have you personally experienced the best customer service and why was it so good?
While I was away for my birthday, in Fuerteventura, the cleaner who was assigned to our room observed a birthday card from my husband sitting by the television. She took it upon herself to tell the management of the hotel that it was my birthday – they arranged for a special treat and card to be delivered to wish me a happy birthday. I was very touched to receive this and it has left a lasting impression.
What advice would you give someone wanting to work front of house?
I think you need to be bubbly, agood communicator and a true people person, if you want to work in the front of house corporate world. If you are someone who always wants to go the extra mile for others and genuinely have a desire to to be the best you can be then it could be the ideal role.
Sum up good customer service in three words
– Knowledge: Good understanding about your clients
– Good communicator
Today, many of our reception teams are raising money for Heads Together, the mental health campaign of The Royal Foundation of The Duke and Duchess of Cambridge and Prince Harry, which has been set up to change the national conversation on mental health and tackle stigma. If you would like to make a donation, please visit our Just Giving page and donate whatever you can to help us tackle the stigma around mental health: https://uk.virginmoneygiving.com/LexingtonCatering