Front of House Coordinator - The Steward Building, London

Savills Management Resources; City of Westminster; On-site; GBP 37,000; Full time

Job summary

A leading property management company based in the City of Westminster is seeking a Front of House professional to maintain high standards of service. The ideal candidate will have a bubbly personality, strong customer service skills, and experience in managing events. You will work 45 hours per week from 8am to 6pm with a salary of £36,500. This role involves engaging with tenants and visitors, ensuring a welcoming environment, and taking charge of various operational tasks.

Qualifications

• Previous experience in customer service is required.
• Proficiency in Microsoft applications is essential.
• Knowledge of Savills systems is an advantage.

Responsibilities

• Maintain a welcoming reception area and manage front of house services.
• Assist visitors and tenants in a professional and friendly manner.
• Organize events and manage community engagement.

Skills

Customer service

Professionalism

Communication

Event management

Problem-solving

Tools

Microsoft Office (Word, Excel, PowerPoint)

Canva

Job description

The main purpose of the role is to maintain a presence on the front of house area in addition to common areas between reception and the common area. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants and clients. You will be a customer service professional, have a positive and bubbly personality and have natural flair with service delivery. You will adopt a 'One Team' approach, ensuring that all Trusted Service Partners work as one in the Customer Journey. You will deliver and promote others to deliver exceptional service creating a lasting impression to all. You will be required to organise regular pop-ups for the tenants promote awareness content as well as take charge of the app events and discount section by getting the best offers and information.

Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception area is kept clean, tidy and welcoming and to five-star audit standards.
• To actively participate in the training of cover staff
• To take ownership of the current building web platform including visitor management system, Helpdesk, mobile application, and associated occupier supporting systems.
• Work within the RISE methodology to adopt Savills core principles of service delivery that aligns with the Property (5Es).
• You will be responsible for managing trusted service partners when applicable to the reception and common lobby area - including service delivery of housekeeping standards with the cleaning team.
• To be main point of contact to all occupiers for FOH related queries, complaints or general operations.
• You will develop, review and maintain Front of House Service SOP's, Manuals and Health & Safety.
• To partake in Building Management meetings, delivering Front of House updates which includes Contractor management details and changes.
• Attend Monthly Reception Services Meeting with RS Management and Building Management.
• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving the FOH Service.
• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied, it must be kept in an acceptable and clean condition at all times.
• To carry out duties in accordance with instructions by your Reception Services Line Manager, Operations Manager/Supervisor/RFM.
• Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone and on-site intercom system for all tenant queries in a professional manner.
• To maintain a physical presence at the reception desk, it is not to be left unmanned at any time during building opening hours.
• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during Building Management absence.
• To carefully complete all log reports that may be required by the employer or the building manager.
• To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures.
• To be aware of and abide by all rules, terms and conditions of the company at all times.
• Carrying out Operational Checks and process reviews with a hands-on approach and visible floor presence across all customer facing areas.
• To implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.
• To create a community within the building and take ownership of the enlivenment piece. Including events management.
• Attending with the Building Management and incident/operational issues as required when directly related the delivery of front of house services.
• To acknowledge and action helpdesk jobs as they are being submitted and communicate them to the required department when necessary.
• Manage events and enlivenment and engage with occupiers to offer lifestyle and concierge services. You will have previous experience in the 5 Customer Service industry.
• You will be confident, professional and assertive.
• You will have a friendly, bubbly personality whilst remaining professional at all times.
• You will be acutely aware of your surroundings and occupiers - ensuring that service levels do not drop, and all visitors/occupiers are seen to in a timely manner.
• You will understand the importance of 5 Service delivery.
• You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.
• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.

Desirable

• Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.
• Experience with Canva
• Knowledge on Savills systems.

Working Hours & Salary

• Working Hours: 8am to 6pm - 45 hours per week
• Salary: £36,500.00