Front of House Team Leader
Based: London N1
Client Site: Rolls-Royce
Hours: 40hrs Monday - Friday
Working as part of the JLL team, this is an exceptional opportunity for the successful candidate to be based at our clients Rolls-Royce Headquarters.
Main Duties
* Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, London
* Delivering an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard
* Management of the meeting room set-up
* Providing support and day-to-day management of the team, including annual leave requests, absence reporting, weekly key updates, and 1-2-1s
* Supporting the Service Level Agreement by ensuring that all site activities are carried out effectively
* Building and maintaining relationships with local site clients and acting as escalation point for any Front of House/ Events issues
* Ensuring customer requests are dealt with efficiently and effectively
* Assisting in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service
* Assisting JLL Facilities and other service line managers with contractor activities and projects
* Working to contractual KPIs and SLAs
* Ensuring all receptions, events, and meeting spaces are set to a defined standard with monthly auditing
* Developing and working to a standard set of operating procedures and processes
* Leading and supporting Emergency Evacuation procedures
* Raising work and escalating requests through the appropriate systems
Engagement, Culture & Communication:
* Accountable for creating reports and Management Information (MI) for the contract
* Accountable for the quality of communication and reports being submitted to client, team, and business
* Responsible for driving company culture within their team
* Responsible for engaging with the wider business - e.g. attending managers forum meetings
* Responsible for proactively looking for networking opportunities
* Ensuring the client is fully informed of all relevant information
Client Relationships:
* Articulating and pre-empting the needs of clients and visitors
* Ensuring all guests receive an excellent welcome and consistently delivering great service
* Managing Visits Diary
* Demonstrating a can-do attitude towards individual customers' requests and striving to exceed customer expectations
* Acquiring good knowledge of all on-site services to advise individual customers
* Communicating in a clear, polite, and friendly way to all customers and staff in all departments
* Liaising with service providers to ensure delivery of a quality service, on time, to specification
* Collaborating with external vendors and partners to enhance the tenant experience through events and initiatives
* Developing effective relationships with external customers
* Ensuring customer requests are dealt with efficiently and effectively
Finance & Commercial Awareness:
* Using computer as an effective communication tool, inputting data into Excel and Word documents
* Producing monthly statistics of utilizations for events and front of house
* Accountable for measuring, meeting, and reporting Key Performance Indicators (KPIs) with client input
* Responsible for using KPI output/service reviews to improve service delivery
* Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement
People & Productivity:
* Leading and managing the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place
* Providing support and day-to-day management of the team, including annual leave requests, absence reporting, weekly key updates, and 1-2-1s
* Covering Reception if required during holidays and sickness
* Providing a VIP Concierge Service, including “Meet and Greet” and Reception duties
* Portraying a friendly, professional, and courteous demeanor at all times
* Ensuring immaculately dressed in uniform and adherence to Client and JLL grooming standards
* Assisting in any other reasonable duties as required
Events:
* Providing operational support to internal events
* Communicating professionally with residents of the building and the client, providing a 5-star level of service
* Supporting with co-ordinating events on site and liaising with the Catering/hospitality team
* Reviewing customer feedback and tracking remedial actions through to closure
* Proactively seeking tenant feedback and suggestions for improvement
* Handling guest complaints and providing swift solutions or escalating as appropriate
* Ensuring consistent, high-quality support is supplied to the business
Meeting Rooms Management:
* Responsible for the meeting room set-up prior to the meeting requests for the following day
* Processing meeting room requests for internal and client meetings
* Ensuring all meeting, conferencing, and event spaces are set to a defined standard
* Addressing issues and coordinating with appropriate teams for quick resolution
* Providing AVIT support for conferences and events
* Maintaining and actively utilizing a portfolio of information to assist with client queries
* Conducting building orientation sessions to familiarize new tenants with building protocols and services
* Collaborating with external vendors and partners to enhance the tenant experience
HSSE and Wellbeing:
* Working to and periodically reviewing a standard set of operating procedures
* Supporting Emergency Evacuation procedures
* Carrying out the building HS&E daily inspection before the building opens
* Reporting any maintenance, IT, or Health and Safety concerns to the relevant department
* Ensuring all meeting room requests are completed in accordance with the SLA
* Working in a safe manner at all times and in line with any SOPs and HSSE folder
* Completing departmental checklists ensuring quality of service and standards
* Attending weekly service line meetings
Strategy: Innovation, Change & Project Management:
* Ensuring team members have objectives linked to the strategy
* Identifying innovation opportunities within their sites
* Assisting line manager in any wider business projects
* Developing a culture of continuous improvement and innovation
* Proactively using Management Information (MI)
Person Specification
* A clear understanding of Health & Safety practices, including Risk Assessment
* Customer-oriented approach
* Enthusiastic and conscientious
* An understanding of Audio Visual and IT systems
* Computer literate (Word, Excel, Outlook)
* Strong and confident communication skills
* Team player with an enthusiastic attitude
* Ability to work efficiently both in a team and individually
* A world-class customer service ethic
* Ability to adapt quickly in a fast-paced environment
* Excellent written and oral communication skills
* High attention to detail
* Flexible approach to working hours
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