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
1. Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, London
2. To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard
3. Management of the meeting room set-up
4. Provide support and day-to-day management of the team annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
5. To support the Service Level Agreement by ensuring that all site activities are carried out effectively.
6. Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.
7. To ensure customer requests are dealt with efficiently and effectively.
8. Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
9. Assist JLL Facilities and other service line managers with contractor activities and projects.
10. Working to contractual KPIs and SLAs.
11. Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.
12. Develop and work to a standard set of operating procedures and processes.
13. Lead and support Emergency Evacuation procedures.
14. Raise work and escalate requests through the appropriate systems
Engagement, culture & communication:
15. Accountable for creating reports and MI (Management Information) for contract.
16. Accountable for the quality of communication and quality of reports being submitted to client, team and business.
17. Responsible for driving company culture within their team.
18. Responsible for engaging with the wider business - attends managers forum meetings.
19. Responsible for proactively looking for networking opportunities and gets involved where possible.
20. Responsible for ensuring the client is fully informed of all relevant information.
Client relationships:
21. To be articulate and pre-empt the needs of clients and visitors
22. To ensure all guests receive an excellent welcome and that you consistently deliver great service
23. Manage Visits Diary
24. To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations
25. To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs
26. To communicate in a clear, polite, and friendly way to all customers / staff in all departments –reception, cleaning, and maintenance
27. To liaise with service providers to ensure delivery of a quality service, on time, to specification
28. Collaborate with external vendors and partners to enhance the tenant experience through events and initiative
29. Develop effective relationships with external customers
30. To ensure customer requests are dealt with efficiently and effectively
Finance & Commercial Awareness:
31. Use computer as an effective communication tool, inputting data as requested into excel and word documents
32. Produce monthly statistics of utilisations for events, front of house
33. Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input
34. Responsible for using KPI output / service reviews to improve service delivery
35. Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement
People & productivity:
36. To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place
37. Provide support and day-to-day management of the team annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
38. To cover Reception if required covering holidays and sickness
39. Provide a VIP Concierge Service, including “Meet and Greet” and Reception duties
40. To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
41. To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards
42. Assist in any other reasonable duties as required.
Events:
43. Provide operational support to internal events
44. To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times
45. Provide support with co-ordinating events on site and liaising with Catering/hospitality team
46. Review customer feedback tracking remedial actions through to closure
47. Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.
48. To handle any guest complaints and provide a swift solution or escalate as appropriate
49. Ensure consistent, high-quality support is supplied to the business consistently
Meeting Rooms Management:
50. To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing
51. Process meeting room requests, for internal & client meetings.
52. Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture
53. Address issues, coordinate with appropriate teams to ensure quick and efficient resolution
54. Provide AVIT support for conferences and events
55. Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.
56. Conduct building orientation sessions to familiarise new tenants with building protocols and services.
57. Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.
HSSE and wellbeing:
58. Work to and periodically review a standard set of operating procedures
59. Support Emergency Evacuation procedures
60. Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure
61. To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
62. Ensure all meeting room requests are completed in accordance with the SLA
63. Responsible for working in a safe manner at all times and in line with any SOP's and HSSE folder, Check RAMS and make sure all events run safely
64. To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
65. Attend weekly service line meetings
Strategy: innovation, change & project management:
66. Responsible for ensuring team members have objectives in place that are linked to the strategy.
67. Responsible for identifying innovation opportunities within their sites
68. Responsible for assisting line manager in any wider business projects.
69. Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
70. Responsible for analysis and proactive use of Management Information (MI).
Person Specification
71. A clear understanding of Health & Safety practices, including Risk Assessment
72. Customer orientated approach
73. Enthusiastic and conscientious
74. An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
75. Computer literate (Word, Excel, Outlook E-mail)
76. Clear, strong and confident communication skills
77. Team player with an enthusiastic attitude
78. To work efficiently and effectively in a team as well as individually
79. A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues
80. The ability to adapt quickly as it is a fast-paced environment
81. Excellent written and oral communication skills
82. High attention to detail
83. Flexible approach to working hours