Receptionist

THE ROOF GARDENS

The Roof Gardens is a social club in the sky, 100 feet above the streets of Kensington. Close to an acre of private gardens with views across London to the horizon, The Roof Gardens is a new generation members club. A place of escape, bursting with wildflowers, olive and mulberry trees, grassy lawns and hidden nooks. An Art Deco gem created in 1938, The Roof Gardens has a legendary legacy. People have come together, the curious, creative, riotous, radical and respected alike. Every chapter scatters their seeds in the soil; we are merely the latest gardeners in its ongoing story.

Created for season-by-season, morning-to-moonlight experiences. Al fresco Italian in the Walled Garden, vibrant, healthy twists on club classics in the Sun Pavilion, live performances and cosy cabanas in the Spanish Garden and late-night revelry in our den of decadence, the Biba Bar. Curated talks, debates, supper clubs and intimate celebrations in Esme's private villa. The Roof Gardens’ community is united by open-mindedness, optimism and kindness, not defined by background.

THE ROLE

We are looking for a Receptionist to join our busy Front of house (FOH) team at The Roof Gardens. You will wear many hats in your role; you will be executing the day-to-day functions of the department, reservations/cancellations, event ticketing, general enquiries, cloakroom, lost property, hosting (where needed), as well as performing guestlist responsibilities, meeting and greeting members and more besides!

You will be responsible for being knowledgeable on all aspects of the property, members' programme, location/neighbourhood and instrumental in creating a fantastic first impression and memorable experience for our members and their guests; always acting as an ambassador for the brand.

Your main responsibilities will include:

Operations , Members & Service

• Welcome and register Members and their guests in a warm personable manner, as the first and last point of contact in their member journey.
• Deliver a truly positive member experience that sets the club apart from its competitors.
• Build a one to one relationship and understanding of our members to allow the delivery of intuitive service and a positive experience for all.
• Maintain accurate data on members e.g. member preferences,to enhance future visits.
• Handle all member F&B enquiries, reservations, cancellations, confirmations, private event bookings and general enquiries via phone and email.
• Demonstrate an exemplary understanding of the club facilities, building and offering(s) ensuring a comprehensive knowledge of activity within the club on any given day and week, e.g. Member Events.
• Demonstrate a sound understanding of the rules of membership including both access and behaviours of members/guests/visitors in line with our Membership Rules and Premises Licence. Escalate any breaches or issues to the Front of House Manager (FOH)/Manager on Duty (MOD) as appropriate.
• Support the events teams for large scale and member events in the club.
• To manage the attendance of Members events and manage guest lists on a daily basis.
• Actively assist in promoting our offerings, events and spaces to support revenue targets in the business.
• Ensure that all member and general enquiries are handled timely, efficiently and with care and report any member complaints to the FOH Manager/MOD.
• General departmental administration including cover counts, no-show reports etc.
• Be a brand ambassador and maintain privacy and confidentiality at all times.
• To carry out any other reasonable duties and responsibilities as assigned.

Compliance

• To ensure the Front of House/public areas are kept clean and tidy at all times and report any defaults to the relevant departments.
• Ensure you adhere to all company practices and procedures in particular health and safety.
• Ensure full adherence and compliance to the premises licence operating requirements as directed by management.
• This job description reflects the present requirements of the post and should not be seen as an exhaustive list of responsibilities. Duties and responsibilities may develop and change in consultation with line management.

This job description reflects the present requirements of the post and should not be seen as an exhaustive list of responsibilities. Duties and responsibilities may develop and change in consultation with line management.

The skills and experience which will help you succeed in this role

• Demonstrable experience in similar (customer/member facing) role in a similar business in the luxury market
• A genuine passion for creating an excellent member experience
• Impeccable appearance, an engaging personality and the ability to remain calm at all times
• Great organisational skills with an eye for detail, and the ability to look ahead / pre-empt issues or challenges
• You will possess an excellent command of the English language and be a natural and confident communicator
• Discretion, confidentiality, and a true passion for hospitality and customer service
• A conscientious, methodical, and meticulous approach to maintaining databases.
• You will possess a friendly, characterful demeanour and take genuine pleasure in supporting your colleagues
• A desire to work flexible hours including evenings, weekends, and holidays as required

Benefits

• Salary above market rate plus tronc
• 30 days (inc BH) holiday which increase by 1 with each complete year of service + 1 extra day to celebrate YOU and another day to volunteer
• Free healthy meal during your shift
• Growth opportunities, both personally and professionally
• Breakout spaces where you can shower, securely leave your things, and relax with colleagues
• Uniform and laundry
• Zen, multi-faith space, and retreat
• Financial platform Wagestream
• Statutory pension contributions
• A safe journey home - £20 Uber Credit if you finish work between 12-5am

We are a community united by attitude, curiosity and optimism, not defined by background. We celebrate individuality and free expression. It doesn't matter where you have come from, it's where you are going. The Roof Gardens is a welcoming place of acceptance where growth is nurtured, experiences are shared, stories are exchanged and ideas are born.

If you’d like to join us on the next chapter of The Roof Gardens, we’d love to hear from you.