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Front of House Manager, Newcastle-upon-Tyne, Tyne and Wear
Client:
Williams Lea
Location:
Newcastle-upon-Tyne, Tyne and Wear, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Views:
4
Posted:
13.04.2025
Expiry Date:
28.05.2025
Job Description:
Reception and Hospitality Team Leader
Location: Newcastle Upon Tyne, NE1 3DX
Travel to Leeds and Manchester once a month, paid for by the company.
Contract: Full time, permanent
Shifts: 37.5 hours per week, Monday-Friday shifts between 8am and 6pm with 1-hour unpaid break
Flexibility required to be able to work events out of hours (time in lieu/paid overtime will apply)
Work model: Fully onsite
Williams Lea seeks a Reception and Hospitality Team Leader to join our team!
Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments.
Purpose of role
A Reception and Hospitality Team Leader will be the first people to meet the clients and guests, making them the first impression of our client's firm. The team needs to be ambassadors for the brand and company, providing a service and welcome to guests, turning their welcome into a positive and memorable experience.
Key responsibilities
* To be proactive and effective in the monitoring of meeting room bookings, ensuring maximum utilisation while considering practicalities and demands of room users.
* To be responsible for the efficient running of all client areas and to carry out regular floor walks, ensuring all areas are tidy and presentable as outlined in the SOPs.
* To be the “owner” of the MS room booking system, ensuring its effective use.
* To go the extra mile to ensure the provision of a consistently high standard of support for all clients.
* To prepare and submit any documentation, including the Client Experience rota and monthly reports.
* To supervise and oversee all health and safety procedures as they affect the team, including taking responsibility for any risk assessments and related actions.
* To act as team leader, supervisor, and role model to the Client Experience team, effectively managing departmental manpower requirements.
* To inspire, engage, and guide the team towards achieving the Williams Lea required level of excellence and to be responsible for the appearance and presentation of the team.
* To define job role expectations for the teams and to train, support, and manage them in achieving those expectations.
* To manage staff-related matters for the teams, including continuous feedback, performance reviews, return to work, and disciplinary interviews.
* To be responsible for the recruitment process within your team.
* To work effectively with others, seeking input and feedback, sharing information, and contributing ideas.
* To be responsible for the training and buddy process for any new staff member.
* To chair regular team meetings, communicating changes of procedures where applicable.
* To develop and keep up-to-date, in conjunction with the Account Director, the departmental SOPs.
* To be aware of cost control as it affects the team and to assist the Account Director when compiling yearly departmental budgets.
* To take actions or make reasonable decisions consistent with departmental standards operating procedures that do not contravene company policies.
* Operationally manage the Newcastle service and oversee the management of the Leeds and Manchester Front of House services.
Personal attributes
* Previous experience working in reception and hospitality services is essential.
* Experience working on a reception desk for a blue chip company or high-end hotel within a busy office environment.
* Must possess a professional presentation.
* Outstanding guest services skills, sophisticated verbal and written communication skills.
* Good knowledge and understanding of a telephone system.
* Great interpersonal skills and an outgoing personality.
* Excellent command of the English language, both verbal and written.
* Passion to achieve excellent guest service in everything that they do.
* Ability to work well under pressure and act proactively and intuitively.
* Excellent leadership skills and experience in managing a team.
* Ability to prioritise and work under pressure, plan ahead, and anticipate problems.
* Welcoming positive manner with an understanding of what good customer service looks like.
* A team player who is willing to go the extra mile.
* To always act with integrity and embrace the company philosophy.
* Customer focus: ability to understand the needs of the client and provide superior client service.
* Relationship management and communication: ability to create and maintain strong relationships and channels of communication with key interfaces and the business.
* IT Knowledge: Knowledge of MS Office, and working knowledge of A/V equipment is an advantage.
* Administrative skills: ability to multitask, prioritise workload, and provide administrative support.
* Operational experience working at prestigious events is beneficial but not critical.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
* 25 days holiday, plus bank holidays (pro-rata for part-time roles).
* Salary sacrifice schemes, retail vouchers – including our TechScheme for gadgets such as Smart TVs, laptops, and household appliances.
* Life Assurance.
* Private Medical Insurance.
* Health Assessments.
* Discounted gym memberships.
* Referral Scheme.
You will also have the opportunity to work for a global employer dedicated to offering each employee an enjoyable, challenging, and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origins), religion or belief, sex or sexual orientation. It will not discriminate based on any other irrelevant factor and will build a culture that values openness, fairness, and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview, please contact us at [emailprotected] (we do not accept applications to this email address).
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