Senior Front Of House Lead

Pareto Facilities Management; London; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading facilities management company is seeking a vibrant Customer Service professional to enhance guest experiences. The role involves managing front-of-house operations, ensuring a welcoming environment, and coordinating office services while meeting customer expectations and needs. Candidates should demonstrate strong communication skills, reliability, and a commitment to excellent service.

Qualifications

• Proven experience in a customer service environment.
• Experience in fast-paced settings.
• Excellent communication and feedback skills.

Responsibilities

• Provide a warm and welcoming reception experience.
• Manage meeting room bookings and logistics.
• Handle reception switchboard and guest check-ins.

Skills

Excellent customer service skills

Strong communication skills

Attention to detail

Confident demeanor

Flexible and reliable

Ability to work independently

Commitment to customer care

Tools

G Suite

Gmail

Slack

Job description

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Overview: We are looking for a vibrant, exciting, and enthusiastic candidate. We want team members to be outgoing, customer-focused, always willing to help, and committed to resolving issues to completion. The person needs to be a team player who consistently goes above and beyond to achieve goals. Reporting directly to the Senior Client Team and Account Manager, your key responsibilities will include managing and developing a Workplace Experience that exceeds customer expectations. You will join a multi-skilled team delivering excellent customer service while ensuring all services meet contractual and legal requirements.

Role Objectives:

• Provide an exceptional front-of-house experience
• Manage facilities and office services to enhance guest experience
• Act as an ambassador for the client at all times

Key Responsibilities:

• Meet and greet guests, offering a warm and welcoming experience
• Maintain the guest management system, check in guests and contractors, create visitor passes
• Manage meeting room bookings, ensuring no conflicts
• Direct guests to meeting rooms, notify clients of guest arrivals and logistics
• Coordinate with clients and EAs to meet meeting requirements, including tech, catering, and AV
• Prepare and reset meeting rooms, ensuring they are well-maintained and presentable
• Provide refreshments and hospitality, liaising with housekeeping as needed
• Arrange catering for staff meals, including dietary considerations
• Replenish catering supplies, monitor kitchen and tea points, and report reorders
• Maintain hygiene and sanitisation standards, especially touch points
• Manage office security procedures, including opening, alarm systems, and door access
• Handle reception switchboard, screening calls and messages
• Organise couriers and post, distribute deliveries
• Respond to ad hoc requests, such as taxis and printing
• Keep reception and areas well-presented and maintained
• Build and maintain relationships with customers and suppliers, resolving service issues
• Support workload management within the team to meet service standards
• Act as an ambassador for Pareto and the Property & Facilities Team
• Be flexible to fill in any facilities roles as needed
• Assist with ad hoc events

Key Skills:

• Excellent customer service skills, including client-facing and call handling
• Strong communication skills and attention to detail
• Confident, friendly, and courteous demeanor
• Pride in maintaining an impeccable office environment
• Punctual, reliable, flexible, with a positive attitude
• Ability to work independently and as part of a team
• Adaptable to changing priorities
• Commitment to customer care
• Cultural sensitivity and discretion

Experience:

• Proven experience in a customer service environment
• Experience in fast-paced settings
• Excellent communication, coaching, and feedback skills
• Computer literacy, including G Suite, Gmail, and Slack