Front of House Team Leader

PROception; London; On-site; GBP 36,000; Full time

Job summary

A leading company in the facilities management sector is seeking a Front of House Team Leader to oversee a newly refurbished reception area in vibrant Fitzrovia. The role involves team management, client interaction, and ensuring a high standard of guest experience. Candidates should have relevant experience, strong communication skills, and the ability to thrive in a dynamic environment. This full-time position offers a competitive salary, training opportunities, and a variety of employee benefits.

Benefits

Bespoke Training and Development opportunities

Cycle to Work Scheme

Employee mental health assistance helpline

Recognition schemes including employee of the month programme

Qualifications

• Proven track record in delivering outstanding world-class service
• Experience in a similar role like Customer Service Manager or Front of House Manager
• Experience of staff appraisals and HR processes

Responsibilities

• Management of the team including recruitment and training
• Ensure compliance with site procedures and maintain exceptional guest experience
• Conduct staff appraisals and manage HR issues

Skills

Excellent communication

Dynamic interpersonal skills

Organizational skills

Customer focus

Tools

MS Office

Job description

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PROception is offering an exciting opportunity for a Front of House Team Leader to join our expanding team.

We are looking for someone to revitalise a newly refurbished, state of the art reception on our portfolio, to lead and manage an exciting and fast paced FOH space in a vibrant Fitzrovia location. The role will consist of the re-organisation of the reception area with the support of the facilities and building management team, this will include, but isn't limited to review of hardware, guest and occupier experience, including proactive lobby hosting, as well as meeting with client management to ensure our delivery is aligned to their expectations, creating operating procedures to reflect the agreed delivery.

The post is offered on a full-time, permanent basis upon completion of your 6-month probationary period. Hours of work are 08:00-17:00/09:00-18:00 rotation, Monday to Friday, however the successful candidate will require a flexible approach to ensure that the operational needs of the business are met.

This position offers a very competitive salary of £36,000 with a holiday entitlement of 28 days, inclusive of bank holidays.

PROception prides itself on offering an exemplary welcome to our clients, combining the three key disciplines of reception, concierge, and security. Responsibilities as per below, but not limited to:

Key Responsibilities

Management of the team, including a key role in recruitment of the reception team

Ensure that our 6-star level of guest experience is always delivered

Ensure that an exceptional standard is consistently maintained

Conduct team toolbox talks and briefings, including One-Team approach cross-training

Attend and participate in weekly site team meetings

Respond to all emails within a timely manner

Take ownership of the reception team in its entirety, health & safety, defects reporting, presentation standards and promoting ideas to enhance the guest experience

First point of contact for occupier services, which will include service requests - reactive and non-reactive.

Key responsibility in the disaster recovery and emergency planning and delivery

Ability to prioritise in a fast-paced environment

Willingness to attend training, including health & safety and compliance

Champion, implement and oversee our customer service package

Team members are required to be an excellent ambassador for the client offering to the members.

Undertake site welfare and image and uniform checks

Complete weekly client reports

Rota management

Provide lunch cover as and when required

Mentor and motivate staff to provide excellent customer service

Ensure compliance with site procedures and oversee implementation

Conduct and monitor staff appraisals including HR / disciplinary issues

Inductions, training, and development of staff

Review and improve contract management performance

Develop, build, and strengthen client relationships

Report regularly to the Operations Manager and escalate any issues accordingly

Ensure consistent growth in developing client add-on revenue and pipeline streams

Support the operations team with recruitment/ H&S activities/ HR Processes/ HR reports

You will have the ability to multi-task and work well under pressure.

Personal Specification

Excellent communication and dynamic interpersonal skills

Innovative and proactive approach

Previous proven track record in delivering outstanding world-class service within the industry

Experience in a similar role for example: Customer Service Manager, Front of House Manager or Hospitality Manager would be considered

Experience of managing teams

Highly developed interpersonal skills to build and sustain effective working relationships

Experience of staff appraisals/HR processes

Proactive and ability to work well under pressure

Exceptional customer focus and care, with the flexibility, energy, and desire to understand the company cultures

Must have strong organisational skills and proven experience in managing a team in a demanding, fast-paced environment

Full UK driving license

Ability to liaise with the client, build solid working relationships and manage conflicting priorities

Good understanding and experience with all MS office and ability to delivery presentations and user guides

SIA Licence preferred but not essential

What We Offer

Highly competitive salary within the corporate sector

CPD- Bespoke Training, Learning & Development opportunities

Licence Upskill- where applicable

Laundry service for tailored uniform

Cycle to Work Scheme

Social events and activities

Employee mental health assistance helpline

Recognition schemes including our employee of the month programme