Reception and Hospitality Team Leader
Salary: £27,000 - £30,920 per annum DOE, plus company benefits
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 to Friday shifts between 8am and 6pm with 1 hours unpaid lunch break, flexibility required to be able to work events out of hours (time in lieu or 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, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.
Purpose of role
A Reception and Hospitality Team Leader provides leadership, role modelling and direction to the delivery teams within your area of responsibility which include reception, hospitality, switchboard, audio visual, events and cleaning. The role is to assist in the development and delivery of effective strategies, policies and good practice to shape and drive achievement of business objectives in order for the Account Director to maximise operative productivity and deliver against set financial targets.
As the Reception and Hospitality Team Leader, you are accountable for excellent service delivery in your team’s activities and the achievement of its aims and operational objectives ensuring continuous improvements are made. You are to support in the development, co-ordination, and management of the delivery of soft facilities management services ensuring these meet their financial targets, predicted needs, corporate targets, and regulatory standards. The role includes managing team leaders within the first impression team, with the responsibility for the financial viability, planning, co-ordination, and delivery of the services.
Key responsibilities
1. Operationally manage the Newcastle services and oversee the management of the Leeds and Manchester Front of House services
2. Complete the monthly first impression account review report
3. Set FoH (FoH) objectives for the client 6 monthly and ensure progress is achieved. Update clients via monthly ARR
4. Understand the FoH contractual service obligations including service level agreements
5. Monitor services and ensure that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service levels can be improved
6. In addition to promoting Williams Lea services to the client, consult and partner with client and customers on business enhancements and improvements to the workflow system within Williams Lea services
7. Work proactively to develop good relationships with client contacts and key users ensuring that these relationships are focussed on proactive communication and service improvement
8. Responsible for FoH customer relations including customer feedback plan, client surveys and gathering regular feedback on performance
9. Lead by example in fostering a customer service environment and ensure that all processes reflect this and FoH staff are appropriately trained
10. Continually seeking out opportunities with the client to improve the FoH service and add value
11. Ensure Williams Lea best practices are applied in the first impression service and ensure participation in developing new best practices
12. Ensure all task undertaken on site are supported by standard operating procedures which are regularly reviewed and improved
13. Handle any customer complaints effectively to ensure satisfactory resolution and wherever possible using the opportunity to develop a positive client relationship as a result. Implement procedure changes to ensure no recurrence of the issue
14. Maintain all client records including the client folders in head office drives
15. Manage and be responsible for FoH health and safety in line with Williams Lea policies and guidelines and in line with any relevant client requirement
16. Manage and develop the FoH team in a manner which builds mutual trust and respect, high motivation, personal accountability, and team participation
17. Develop a strong, cohesive, well-informed, multi skilled and well-trained team
18. Ensure proper escalation and resolution of any issues brought forward by employees
19. Responsible for resource planning and coverage including cost effectively managing sicknesses and holiday absence
20. Initiate and manage the FoH recruitment process
21. Ensure the Williams Lea values and behaviours are understood and encouraged
22. Implement Williams Lea standards of communication including meeting protocols and continuous feedback sessions
23. Ensure FoH training and soft skills matrix is used to develop individual training plans and that the management training matrix is used to develop team leaders and that all are regularly updated
24. Ensure staff are aware of, trained on and use The Learning Lounge regularly
25. Implement Williams Lea UK performance management and performance review processes and that all necessary administration and recording is completed
26. Ensure that staff contribution is recognised through the various channels available
27. Take ownership of self-development aided using the managers’ training matrix
28. Understanding and implementation of new human resources policies and procedures
29. Attend and contribute to corporate management meetings such as the monthly managers meetings, company workshops and the leadership weekend
30. Ensure that Williams Lea staff inductions are detailed and documented with regular reviews throughout
31. Effectively conduct continuous feedback meetings
32. Develop a solid understanding of all aspects of the FoH services provided onsite ensuring that you are able to complete all tasks effectively
33. Ensure that FoH levels agreed with the client as part of the contract service delivery are achieved and improved upon where possible
34. Review and update service levels as required
35. Oversee the work of the Williams Lea FOH staff. Monitor and ensure staff compliance with established procedures e.g. operational processes, quality control procedures, conduct, attire, general performance, customer service and attendance
36. Ensure equipment is properly utilised and maintained. Recommend new capital investments that will improve service and yield profitable returns
37. Responsible for all supplier performance, and adhere to Williams Lea policies and procedures relating to suppliers
38. Undertake regular service and risk audits
39. Assist in the management of other sites and projects as required and actively participate in peer group activities
40. Ensure all FoH financial processes and controls are managed and adhered to in line with company policies and procedures
41. Complete the internal procedures necessary for the completion of all client invoicing
42. Understand the client contract and its financial implications and ensure compliance
43. Complete monthly financial variance analysis as required by line manager or finance department
44. Ensure the minimisation of discretionary spending and controllable expenses such as absence cover, recruitment costs, overtime etc
45. Develop a culture of financial prudence at site level and amongst team ensuring that client costs are managed and minimised at all times
46. Participate in FOH benchmarking as required and use the information to update clients and identify opportunities for additional First Impression services where possible
47. Continually look for FoH opportunities to further support the client through broadening of our services
Personal attributes
48. Previous experience in Receptionist role is essential
49. Customer focused, with experience in staff management in a customer service environment is essential
50. Self-motivated, with the ability to lead by example
51. Well presented with a professional manner
52. Flexible
53. Computer literate
54. Quick learner
55. Effective communicator at all levels, both written and oral
56. Hands on team worker
57. Attention to detail, ability to retain high levels of concentration
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:
58. 25 days holiday, plus bank holidays(pro-rata for part time roles)
59. Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
60. Life Assurance
61. Private Medical Insurance
62. Dental Insurance
63. Health Assessments
64. Cycle-to-work scheme
65. Discounted gym memberships
66. Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every 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 because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of 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 (we do not accept applications to this email address).
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