Reception Manager
Monday - Friday
Company Car Included
Sites include – Manchester, Preston, Warrington, Crewe, Birmingham and Northampton
Main Duties:
* To oversee the operational Front of House delivery of service, aligning and collaborating with all service lines and contractors operating within the North West & Central Route.
* Be a key driver in delivering a customer excellence culture
* To build professional relationships with key stakeholders to develop knowledge of personal requirements
* To act as the central point of contact for Front of House for all service lines, contractors, clients and guests
* Carry out audits and inspections and use data to drive improvements and efficiencies
* Attend and formulate actions from monthly service reviews
* Collaborate across the rest of the portfolio to ensure consistency
* To create a culture of innovation and to present suggestions and initiatives
* To support planned audits – Monthly SPI, QHSE
* Manage Financials for - Timesheets, Cover support for Southern and report accurate data on expenditure, Travel and Expenses
* Lead the Front of House team ensuring high levels of service are maintained
* Responsible and accountable for managing the standard operating procedures, regular updating and signing off with the FOH team
Service Excellence:
* Responsible for contributing towards meeting of Key Performance Indicators (KPIs)
* Responsible for driving standards
* Responsible for team training on company standards (i.e. Standard Operating Procedure (SOP)
* Responsible for managing team based on company standards (SOP)
* Responsible for leading operational delivery by example
Strategy:
* Responsible for ensuring team members have objectives in place that are linked to the strategy
* Responsible for identifying innovation opportunities within their sites
* Responsible for managing site projects including implementing of key milestones
* Responsible for assisting line manager in any wider business projects
* Responsible for developing a culture of continuous improvement and innovation
Business Development:
* Responsible for managing any Business Development initiatives on their sites
* Informed knowledge of front of house market and competitors
QHSE & Wellbeing:
* Accountable for investigating any close calls, dangerous occurrences or incidents that are reported
* Responsible for completing Risk Assessments with all team members
* Responsible for delivering QHSE related toolbox talks and safety related communications to all team members
* Responsible for the health and wellbeing of their team
* Consults with their line manager on any improvements relating to health, safety and environment
Innovation:
* Responsible for implementing innovations on site, ensuring team members adapt to change in the appropriate way
* Consult with Line Manager of any operational concerns which could impact project/change
* Informed knowledge of the benefits of having a strategy
People & Productivity:
* Responsible for the performance management of team members, including using tools - i.e. 1-2-1s, Personal Improvement Plan (PIPs), Personal Development Plans (PDPs), Mireview, Induction and probation, training reviews
* Responsible for team morale
* Responsible for following all Mitie policies and procedures
* Responsible for proactive management of any people related issues
* Responsible for full employee lifecycle including recruitment, Onboarding, induction, retention and exit
* Responsible for managing team development, including delivering on-site training in line with company standards and policies
* Responsible for leading by example
* Responsible for effective time management of themselves and all team members
* Responsible for arranging cover for annual leave and unplanned absence
* Responsible for ensuring all sites are covered at all times, in line with Mitie Service Level Agreement
Finance & Commercial Awareness:
* Responsible for delivering on budgets against variable costs (cover, uniform, training expense etc.)
* Responsible for checking timesheets
* Consults with line manager on any potential financial risks
* Informed knowledge of contract finances
Engagement, Culture & Communication:
* Responsible for promoting Signature engagement and communications initiatives
* Responsible for sharing all communications in a timely and effective manner
* Responsible for recognising great performance using all company reward and recognition schemes available
* Responsible for ensuring that the team live and work within company values and behaviours
* Responsible for arranging and holding a minimum of monthly 1-2-1s and monthly team meetings
* Responsible for submitting weekly updates to line manager as required
Client Relationship:
* Responsible for liaising with the day-to-day client on the account
* Responsible for involving team in client initiatives
* Consults with line manager on the delivery of the client values and objectives
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