Front of House Manager

Greystar Worldwide, LLC; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading global property management company is seeking a Front of House Manager to oversee day-to-day operations and ensure exceptional customer service at a high-profile residential property in London. The ideal candidate will lead a team, achieve leasing goals, and enhance resident experiences, contributing to a vibrant community. This role offers an opportunity to work in a dynamic environment and directly impact resident satisfaction and site performance.

Qualifications

• Experience in leading and motivating a team with a proven track record.
• Flexible approach to working in a fast-paced environment.
• Fluent English verbal and written communication skills.

Responsibilities

• Oversees the daily operations ensuring exceptional customer service.
• Leads the team to achieve leasing and occupancy goals.
• Promotes resident satisfaction and retention.

Skills

Leadership

Customer Service

Team Motivation

Communication

Organizational Skills

Problem Solving

Education

Good level of general education

Tools

Microsoft Office

Property operations software

Job description

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Front of House Manager is responsible for assisting the Community and Assistant Manager in the day-to-day front of house operations. You will be involved in the supervision of the team and ensuring the delivery of exceptional customer service to achieve the site's leasing and occupancy goals to drive projected revenue targets. Leading the team by example, you will contribute towards building and encouraging positive and professional relationships and creating a vibrant and welcoming community for our residents and clients.

JOB DESCRIPTION

Key Roles and Responsibilities

• Acts as a role model at all times by demonstrating the core values

• Leads and motivates the team towards achieving NPS objectives, leasing goals and occupancy targets.

• Oversees the daily activities of the property and ensures work is organised and executed in line with Greystar expectations.

• Possesses brand knowledge and awareness, ensuring the team acts as brand ambassadors

• Works in partnership with marketing to shape local marketing and leasing strategies based on relevant market data and deep market knowledge and ensures marketing campaigns, advertising and promotional activities are effectively implemented

• Establishes relationships with key stakeholders (sales, marketing, groups, universities) communicating regularly with representatives, ensuring the community’s compliance with pertinent regulations and providing performance data

• Effectively promotes and leads the Front of House team to achieve effective customer service and contributes to the improvement of customer experience.

• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and customer satisfaction

• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.

• Uses the Company’s property systems to generate sales and leasing reports and monitors unit/bed availability data and ensuring it is accurate and up to date.

• Oversees on-site enquiries, ensuring an appropriate inventory of “ready” apartments, recommending rent pricing and concessions, and monitoring the day-to-day sales and leasing activities.

• Builds on knowledge of local area and key features to meet residents needs.

• Actively participates in the leasing process by generating and monitoring traffic, qualifying prospects, preparing tenancy documentation, and completing check-in/checkout procedures in accordance with established policies and procedures.

• Co-ordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.

• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams

• Develops capability of Team Members in order to meet key performance goals and future succession requirements.

• Work alongside facilities team to ensure the physical aspects of the community meet the Company’s standards for overall appearance and co-ordinates and inspects show flats for market alignment and touring prospective residents.

• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system and completes compliance activities in line with the Company’s policies and procedures.

• Promotes investor satisfaction and retention through timely reporting about the performance of the properties, and responds quickly and with urgency to client/owner concerns, questions, issues, and requests.

• Participates where required in an on-call roster to provide out of hours emergency support for the Community.

• Ensures the operation of the Community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.

Role Scope

• Property: Chapter London Bridge

• Capacity: 905 Student Beds, 3 Retail units

• Resident Amenities: 24/7 staffing, screening room, banquette seating areas, extensive lobby & lounge area, 24-hour gym & exercise room, private study & dining rooms, dedicated study area, rooftop terrace, sky lounge featuring a bar, coffee shop and much more.

Key Relationships

• Community Managers and Community Teams.

• Sales & Marketing, Regional Operations Managers, Investors & Portfolio Management Team.

• Corporate Support Teams including HR, Finance, IT & Systems & Estates Management.
  

Knowledge & Qualifications

• Good level of general education

• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.

• Proficiency in using property operations software. Training will however, be provided.

Experience and Skills

Essential

• Experience in leading and motivating a team with a proven track record in delivering service excellence in a similar management role/ environment.

• Demonstrable ability to coach and mentor team members to identify key talent, develop capabilities and facilitate succession planning.

• A strong team player but capable of working autonomously and taking ownership.

• Flexible approach to working in a fast-paced environment and with the ability to thrive in a changing environment.

• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.

• Fluent English verbal and written communication skills

• Excellent organisation skills with the ability to multi task and prioritise

• Numerical skills necessary to complete the above activities.

• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

• Desirable:

• Experience in sales and marketing event delivery would be advantageous

• A knowledge and understanding of UK Health and Safety policies

• Detailed knowledge of Landlord/Tenant Legislation.