Front of House Manager (Facilities Management)

CBRE; Swindon Village; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Front of House Manager to lead their team in delivering exceptional customer experiences. This role involves overseeing front-of-house operations, ensuring a welcoming atmosphere, and managing administrative tasks efficiently. The ideal candidate will have strong leadership skills, excellent communication abilities, and a knack for multitasking. Join a dynamic team where your contributions will enhance the workplace experience for both employees and visitors. If you thrive in a fast-paced environment and are passionate about customer service, this opportunity is perfect for you.

Qualifications

• 4+ years experience in Front Desk, Concierge, or Customer Service roles preferred.
• Proficiency in managing multiple calendars and meeting rooms is vital.

Responsibilities

• Lead the front-of-house team to ensure exceptional customer service.
• Manage day-to-day operations for a seamless front-of-house experience.
• Ensure compliance with company policies and maintain a safe working environment.

Skills

Customer Service

Team Leadership

Communication

Conflict Resolution

Organisational Skills

Interpersonal Skills

Multitasking

Attention to Detail

Tools

Office 365

Outlook

Word

Excel

Teams

SharePoint

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Front of House Manager

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Host to join the team located in Swindon.

Manage and lead the front-of-house team, reception, and other duties onsite. In this role you should excel in customer service, team leadership, communication, conflict resolution, and organisational skills. Proficiency in Office 365 is crucial. This includes expertise in using applications like Outlook for efficient email communication, Word and Excel for document management, and Teams for internal collaboration. Familiarity with SharePoint for file sharing can further enhance productivity in this role. Additionally, being adept at utilising Office 365's scheduling tools can streamline administrative tasks.

Role Summary:

• Manage and lead the front-of-house team to ensure exceptional customer service, provide guidance, training, and support to team members, conduct regular performance evaluations and provide constructive feedback to team members. Identify training needs and opportunities for professional growth and share any Company updates.
• Have total ownership of the reception foyer and the surrounding areas to ensure the best first impression and work experience. A place for people to go to raise any issues on site and visitors are greeted in a warm and welcoming way.
• Oversee day-to-day operations to guarantee a seamless and efficient front-of-house experience, to include daily office checks, coffee point area to be clean and tidy and fully stocked, meeting room stocked with stationery, IT equipment checked to make sure it's in full working order and items haven't been removed. Reporting any IT issues to the on-site IT department.
• Provide an exceptional guest experience to all colleagues and guests. A purposeful personalisation when serving guests is where the magic happens.
• Build good working relationships with the key staff on site.
• Manage the meeting rooms ensuring they are cleared between meetings and are kept fully stocked, report any maintenance and IT concerns to the relevant people.
• Outlook diaries reviewed regularly and kept fully up to date, communicating any conflicts to the diary in ample time. Notify onsite hosts when visitors arrive.
• Help the team with any events that take place. This will include assisting with planning, setting up, facilitating and ensuring everything is returned to normal as quickly as possible.
• Ensure the access control system is maintained effectively and all reports are accurate and produced in a timely manner.
• Create and issue new passes for staff on-site.
• Assist the facilities manager in overall management of the site, this will include but not be limited to cleaning checks and audits, maintenance works and reactive repairs.
• Ensure the provision of a safe & healthy working environment. Being compliant with all Company policies and procedures, as well as client site policies.
• Book in subcontractors for both PPM and reactive tasks. Take ownership of the process and ensure works are completed to the correct standards. All documents are received and reviewed before arrival to site and reviewing any service reports on works completed. Uploading documents to relevant shared drives.

Skills

In addition to the mentioned skills, you should possess excellent interpersonal skills, proven experience in managing people, a professional demeanour, multitasking abilities, and a strong understanding of administrative tasks. Proficiency in managing multiple calendars / meeting rooms and ensuring a smooth booking process is vital for this role. Attention to detail and the ability to create a welcoming atmosphere are also essential.

Experience Required:

• A minimum of 4 years related experience (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service roles) is preferred.
• Experience in facilities management and/or dealing with suppliers/contractors beneficial.
• Advanced communication skills with the ability to effectively present information to an internal department and/or large groups of employees.
• Ability to solve problems and deal with a variety of options in complex situations.