⭐️ Are you great at HR and love creating memorable customer experiences? Do you love to develop people and teams? ⚡️ Are you looking for a growth story for you, your team and the company you work for? We are looking for a highly organised and personable Head of People to support TSP in growing and developing our Front of House team. You will be responsible for the management and development of the team ensuring that they align with TSP’s values and deliver memorable customer experiences throughout our portfolio. You’ll manage your own team, who are based across multiple commercial properties in central London and a satellite team based in South Africa. Your main role will be to ensure the team is aligned with TSP’s core goals and strategic values, ensuring that a high level of customer service is delivered across our properties. You will be based in Central London, and you will work hand in hand with our Property Management, Facilities Management, Finance and Community Management teams. We are looking for someone with strong Human Resources knowledge and skills to support TUPE & recruitment, as well as driving performance from our team. If you’ve been dreaming of developing a large team and creating a modern, inclusive and motivated workforce, then this is your job. YOUR KEY RESPONSIBILITIES Hospitality-led management Ensure all properties under management align with TSPs values and mission. Ensure all on site employees implement and reflect TSP’s values and hospitality initiatives through their service delivery. Ensure TSP’s Front of House standards continue to be elevated. Develop a long-term Front of House strategy that aligns with TSP’s values. Management of a brilliant team Direct Management of all on-site and remote employees (currently 10 people). Conducting regular check-ins and quarterly reviews. Arrange and manage any cover for employees absence. Develop playbooks, training manuals and regular training to continue to develop and enhance the teams skills and performance. Develop and implement career pathways and strategies for the Front of House department. KPIs and tenant feedback Review and monitor Front of House performance in line with agreed KPIs and SLAs. Manage and collate all KPI information in relation to the department for in-house and client reports. Obtain regular tenant feedback. Recruitment and HR Manage and coordinate the recruitment of all Front of House employees. Manage TUPE process, where there is a transfer of individuals. Onboard all new members. Manage all HR matters. Manage all HR files and records. Provide and implement coaching, mentorship and training. Stakeholder coordination Work collaboratively with TSP’s operational departments ad coordinate between property management, facilities management, finance and community teams. Coordinate suppliers. Reporting Review of Front of House weekly reports. Provide a weekly report on your teams performance to the Exec team. Report quarterly on the tenant feedback. PREVIOUS EXPERIENCE Essential At least 3 years of People Operations Manager or Human Resources experience At least 3 years of Management experience Desirable Track record of leading and motivating high performing teams. Front of House experience Hospitality/hotel experience WHAT WE'RE LOOKING FOR Great people skills Self-starter Strong customer service ethic Positive “can do” attitude Strong decision making skills Well presented Working knowledge of Microsoft Office software (Word, Excel, PowerPoint etc) Excellent communication and interpersonal skills both oral and written Diligence and high attention to detail Organisation skills Can work independently ABOUT US TSP is a boutique property company based in the West End, specialising in acquiring and managing high-quality offices in London. We’re on a mission to Keep our Buildings Fuller for Longer. We do this by creating memorable customer experiences for our customers. We are innovating in an industry that has stood still for too long. And its working We are growing fast, winning exciting new contracts and growing our team. TSP has a collaborative and entrepreneurial working culture. And we don’t just talk the talk. We’ve held the Investors in People Gold accreditation for 9 years; we were one of the UK’s first B-Corp-certified real estate companies; and we’ve won 3 Estates Gazette awards for innovation, inclusive design, and best workplace. In short, you’ll work on projects that make a positive impact on the environment and community. The values that TSP lives by: Ease Presence Hospitality Generosity Purpose Sweat the small stuff ⭐️ THE PERKS Performance-related bonus Private healthcare Two paid charity days each year 25 days annual leave, not including public holidays and Christmas closure £75 birthday bonus Quarterly feedback. Development, learning and mentoring opportunities Excellent opportunity to develop within an award-winning, innovative company Contributory pension Friendly team – with monthly socials like pizza evenings and brunches at Dishoom OUR VALUES & BEHAVIOURS Professionalism Team working Problem solving Commercial acumen Strategic thinking Tenacity Committed to excellence Taking personal responsibility Adaptability and open to change Putting people first We recognise that equality and diversity in the workplace goes beyond legal compliance and that a diverse team is critical to our success as an organisation. We look for a number of characteristics, competencies and core leadership behaviours in our people. These assessments are carefully built into our recruitment process to ensure that we attract and hire colleagues that share our values and ethos as a business. In addition to encouraging a workplace free of unlawful discrimination, we expect our colleagues to treat one another with kindness and respect in every interaction and communicate in a way that respects every other human around them. OUR COMMITMENT TO YOU In line with The TSP Way and our commitments to building and sustaining a diverse workforce, we encourage applications from all sections of the community: We are committed to ensuring that all employees and job applicants are provided with equality of opportunity in employment. This commitment is reflected in our employment policies and practices, recognising the provision of equal opportunities as a matter of good management practice. Our aim is to promote equality of opportunity so that no employee or job applicant will be subject to unlawful or unfair discrimination on the grounds of gender, age, marital status, colour, race, religion, disability, sexual orientation, offending background, membership or non-membership of a trade union or political beliefs.