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
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
Management of the meeting room set-up
Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
To support the Service Level Agreement by ensuring that all site activities are carried out effectively.
Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.
To ensure customer requests are dealt with efficiently and effectively.
Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
Assist JLL Facilities and other service line managers with contractor activities and projects.
Working to contractual KPIs and SLAs.
Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.
Develop and work to a standard set of operating procedures and processes.
Lead and support Emergency Evacuation procedures.
Raise work and escalate requests through the appropriate systems

Engagement, culture & communication:

Accountable for creating reports and MI (Management Information) for contract.
Accountable for the quality of communication and quality of 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. attends managers forum meetings.
Responsible for proactively looking for networking opportunities and gets involved where possible.
Responsible for ensuring the client is fully informed of all relevant information.

Client relationships:

To ensure all guests receive an excellent welcome and that you consistently deliver great service
Manage Visits Diary
To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations
To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs
To communicate in a clear, polite, and friendly way to all customers / staff in all departments –reception, cleaning, and maintenance
To liaise with service providers to ensure delivery of a quality service, on time, to specification
Collaborate with external vendors and partners to enhance the tenant experience through events and initiative
Develop effective relationships with external customers
To ensure customer requests are dealt with efficiently and effectively

Finance & Commercial Awareness:

Use computer as an effective communication tool, inputting data as requested into excel and word documents
Produce monthly statistics of utilisations for events, 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:

To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place

Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
To cover Reception if required covering holidays and sickness
Provide a VIP Concierge Service, including “Meet and Greet” and Reception duties
To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards
Assist in any other reasonable duties as required.

Events:

Provide operational support to internal events
To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times
Provide support with co-ordinating events on site and liaising with Catering/hospitality team
Review customer feedback tracking remedial actions through to closure
Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.
To handle any guest complaints and provide a swift solution or escalate as appropriate
Ensure consistent, high-quality support is supplied to the business consistently

Meeting Rooms Management:

To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing
Process meeting room requests, for internal & client meetings.
Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture
Address issues, coordinate with appropriate teams to ensure quick and efficient resolution
Provide AVIT support for conferences and events
Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.
Conduct building orientation sessions to familiarise new tenants with building protocols and services.
Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.

HSSE and wellbeing:

Support Emergency Evacuation procedures
Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure
To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
Ensure all meeting room requests are completed in accordance with the SLA
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
To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
Attend weekly service line meetings

Strategy: innovation, change & project management:

Responsible for ensuring team members have objectives in place that are linked to the strategy.
Responsible for identifying innovation opportunities within their sites
Responsible for assisting line manager in any wider business projects.
Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
Responsible for analysis and proactive use of Management Information (MI).

Person Specification

A clear understanding of Health & Safety practices, including Risk Assessment
Customer orientated approach
Enthusiastic and conscientious
An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
Computer literate (Word, Excel, Outlook E-mail)
Clear, strong and confident communication skills
Team player with an enthusiastic attitude
To work efficiently and effectively in a team as well as individually
A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues
The ability to adapt quickly as it is a fast-paced environment
Excellent written and oral communication skills
High attention to detail
Flexible approach to working hours