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Front of House Team Leader

  • Location

    Manchester

  • Sector:

    Facility / Cleaning

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    REF19168Q

  • Published:

    1 day ago

  • Expiry date:

    2022-10-28

  • Client:

    Mitie

Job Description

Responsible for the smooth running of various day to day activities, including the Client Suite, Hospitality, Reception and Health and Safety; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.

  • Setting and maintaining high standards so that customers' expectations are consistently exceeded

  • Resolution of any operational issues and escalation to appropriate person / department

  • Supply timely and accurate feedback to all client and customer queries

  • Uphold the vision and values of Signature in all actions and behaviours

  • Continuously look for ways to improve the service and initiatives on site

  • Demonstrating and leading a "one team" approach

  • Maintain and practice a high degree of confidentiality and integrity

  • Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service

  • Ensure client needs are met in terms of hospitality, car parking facilities etc

  • To ensure that visitors are entered on to the building visitor database through an online software package

  • To ensure that weekly / monthly MI is collated and submitted in a timely manner

  • To build professional relationships with key stakeholders to develop knowledge of personal requirements

    · To identify and manage the methods of improving quality, standards and variety on the Front of House services to meet the clients needs - Reception, Hospitality

    · To ensure that Front of House team members obey site rules and maintain a smart appearance including the wearing of correct uniform

    · To ensure that all annual leave and sickness requests / occasions are submitted and approved through People HUB for all team members

    · To conduct Monthly / Annual reviews with all team members, ensuring clear SMART objectives are set and being supported

    · To arrange and distribute weekly team roster, including the arrangement of agency when require

    · To be responsible for all recruitment / onboarding of new starters

    · To efficiently manage all HR issues

    · To monitor breaks and start/finish times within company site rules

    · To look out for and advise your manager when you see ways to improve work activities or reduce cost

    · Actively assist in creating a good team spirit

    To demonstrate a willing and positive manner and to lead by example at al times

    · To communicate effectively with all team members and participate in all contract activities

  • To act as the central point of contact on-site for all service lines, contractors, clients and guests

    · Stock monitoring/on-line stationery/consumables ordering where appropriate

    · Manage the use of Meeting Rooms and ensure the smooth running of cleaning, clearing and tidying of rooms

    · Oversee the hospitality requests and discuss requirements for potential dining bookings and assist with events when required

    · Use computer as an effective communication tool, inputting data as requested into excel and word documents

    · Ability to identify and escalate building maintenance issues/hazard perception

    · Attend training as appropriate/on-line/out of house/self-development

    · Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date

    · To handle any guest complaints and provide a swift solution or escalate as appropriate

    · To ensure yourself and team are immaculately dressed in uniform and adhering to Signature grooming standards

    · To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language

    · To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

    · To be articulate and pre-empt the needs of clients and visitors

    · To effectively deliver to all guests, Health and Safety and building information as necessary including evacuation procedure upon arrival

    · To communicate professionally with residents of the building providing a 5* level of service at all times

    · To be responsible for the upkeep and cleanliness of your allocated areas

    · To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department

    · To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards

    · To maintain and review Front of House Guide, ensuring SOP's are being adhered to and signed off on Training Record Cards

    · Deliver monthly Toolbox Talk to team members and ensure they are signed off on Training Record Cards

    · To be the main point of contact within Front of House, answering/referring all requests and queries in an appropriate and timely manner

    · To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc

    To assist in any other reasonable duties as required by the Office Manager, Front of House Manager, Operations Manager or Client

Candidate Description

· Excellent communication skills and exceptional attention to detail

· Immaculate personal presentation endorsing the Signature five star image

· Proven experience and understanding of an exceptional Customer Service delivery

· Previous experience within 5* customer service role

· Proven knowledge/experience in technological workplace solutions

· Excellent time management and organisational skills

· Pro active, flexible and can-do attitude

· The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate

· Ability to deal with multiple requests simultaneously

· To support the team in achieving a positive representation of the Signature Standards

· Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills

· Team player

  • Be innovative, identifying improvements and smarter ways of working

Application Description

3 Hardman Street

Manchester

Full-time

Employer Description

  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

  • Our promise to our people: a place to work where you can thrive and be your best every day.

  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.