Meet Reception: The face of QEII
Every year over 300,000 people step through the QEII’s doors to attend one of our many ground-breaking events – from a formal AGM or a pioneering symposium, to a glittering awards ceremony.
No matter which one of our 400 national or international events they are attending, every visitor’s first port of call is reception and here – whether they are a political figure, royalty, or an employee of a small tech start-up – they are guaranteed a warm welcome from members of our friendly, smart and professional front-of-house team.
Always dressed in distinctive three-piece suits, our front-of-house team has decades of experience in meeting and greeting clients and other visitors and it is their responsibility for ensuring that first impressions are always positive, whoever they are greeting and wherever they are from.
Mindful of our customer-first ethos, members of our front-of-house team are always ready to help with a friendly smile as soon as someone steps through the door, so it’s unsurprising that they are often singled out by name in positive feedback from delegates and clients.
“Reception is the face of the QEII, so it is important to be ready for anyone who arrives at the Centre,” says reception administrator Juan Carlos Melo. “
“It’s our mission to make someone’s day,” adds reception manager Roberto Goncalves who always keeps an eye out for anyone who might need assistance.
“Our team are trained to spot and approach people who might need our help, whether it’s a lost client searching for a printing facility or cloakroom, looking to head onto local sights like restaurants and hotels, or simply need to find the right conference room for their meeting.”
Here we meet the faces behind reception and find a little more about them and their day.
Roberto Goncalves, reception manager
Roberto has been reception manager since 2011 and is responsible for overseeing reception and reception staff. His native language is Portuguese, but Roberto speaks English at work, unless he notices that a client or delegate is struggling to understand English, or requests he speaks Portuguese.
Describe a typical day for you:
It’s spent greeting clients who have come for a visit or a show round. We normally have several throughout the day. A typical day also involves answering client and delegate queries and attending meetings. Every afternoon we have a meeting to go through up-coming events – to ensure nothing is just left to chance. I am also around to help the staff with any questions they have and supply stationery when they need it.
Why do you think the welcome is so important?
A warm and sincere welcome gives a sense of caring and makes people feel appreciated, as well as making them feel that they have made a good choice in using one business in preference to others. Nurturing these relationships is a crucial part of growing a successful business.
It’s important to tailor the approach too. We might be more formal for certain events, or take more time to listen if delegates are international. I like to listen to delegates, especially international clients far from home who might need things like universal plug adaptors, or extension leads. All our clients are appreciative that we have a tablet or laptop charger to lend them if they need it.
What’s the strangest request you’ve had from visitors?
I’ve had a few clients request a sewing kit, then some ask me if I know how to sew! I’ve helped with a few buttons and have even fixed a zipper on a skirt.
What do you love most about your job?
I love my job because everyone shares the same vision and dedication which helps create a family environment where everybody is there for each other.
Donovan Jones, concierge
Donovan has worked at QEII for more than six years. His role is to ensure all clients and delegates are greeted in the ‘warmest and most courteous way possible’ and directed to the right place, so they have the best experience from their first step into the Centre.
Describe a typical day:
A typical day starts at 7am or earlier. At the start of the day, the team and I ensure all items are in the right place, that the reception area is clean and presentable and that all personnel are in place, ship shape and ready to go. We’re normally at our busiest between 8:30 am and 9:30 am.
How do you approach service at QEII?
The initial approach is always the same, everyone is important and gets the same welcome and treatment. However, after that you have be flexible, some will want to engage in chatter and ask a range of questions and others not. We accommodate all and don’t ignore anyone. At reception and security the phrases ‘I don’t know’ or ‘I can’t help’ are not in our vocabulary.
I do think it is very important to express the warmest welcome with the best smile as it can (and most times does) change the complexities or atmosphere of a day. At times delegates or clients have experienced transport problems or something else has gone wrong, so it is important to read body language and ensure that person passes by you 100% better than they approach you. It’s our job to make someone’s day.
What’s the most challenging part of your job?
The most challenging aspect is when the delegate or client doesn’t have an answer for something and expects you to solve their dilemma. I always find a way. There is always a way! I haven’t failed in six years. That is what QEII expects and that is what I do. I get the job done and make people happy.
What do you love most about your job?
The interaction is the best part, then the satisfaction on the faces of delegates and clients and the thanks you receive in the feedback. The friendships made are nice, but the most important thing is to always keep people happy.
Juan Carlos Melo, reception administrator
Juan Carlos has been reception administrator for 18 months and is responsible for meeting and greeting visitors, booking meetings, arranging couriers, answering and forwarding phone calls, aiding the concierge and ensuring any issues are reported to the right department. He speaks Spanish and understands some Portuguese, but will always address visitors in English.
Describe a typical day:
I arrive mid-morning and receive an update from my line manager Roberto (who starts early in the morning). After checking my emails and calendar I’ll get a picture of who is attending meetings and what conferences are on. Up until 2pm is normally the busiest period when I’ll multitask – answering phone calls, registering people attending meetings and directing them to the right place, arranging couriers and helping the concierge. The afternoons are the same, but not as busy as the mornings, unless we have evening receptions or dinners. We will always find time to get prepared for the next day.
Why do you think the welcome is so important?
Reception is the face of the Centre and the place where first impressions are built. It’s important that our team is recognised for not just a warm welcome, but always going a step ahead of what a client needs.
We are aware that there are many different kinds of clients visiting the Centre, but we treat them all in the same way and are always professional and polite. It is essential to listen first to identify their needs so we can supply, direct, or help in the best possible way.
What’s the most challenging aspect of your job?
Multitasking. It’s something I’m used to doing in my previous job, but sometimes people who come to the reception area want things to be done immediately, even when they see there are more clients waiting to be helped. To overcome this situation, we’ll always smile and explain that there are more people waiting for our help, so our attention will take a bit longer than normal. If reception becomes overcrowded, my colleagues step in. Team work is so important in these situations.
What do you love most about your job?
To be able to help others