Specialist Front of House

Bain & Company; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global consultancy firm in Westminster is seeking a Client Suite Manager to ensure a seamless client journey in their client suite. Responsibilities include managing bookings, leading hospitality services, and providing support for meetings and events. The ideal candidate has at least 12 months of customer service experience, exceptional attention to detail, and advanced Microsoft Office skills. The role requires strong organizational skills and a proactive approach to problem-solving, offering a dynamic work environment.

Qualifications

• Minimum 12 months experience in customer services/Reception role.
• Experience of working in a demanding client driven reception environment.

Responsibilities

• Manage client suite bookings using room management software.
• Prepare and deliver training materials for systems.
• Build relationships for all client suite enquiries.
• Collaborate with catering partners for hospitality offerings.

Skills

Customer service experience

Attention to detail

Problem-solving skills

Microsoft Office Skills

Teamwork

Communication skills

Education

A level standard education

Job description

Client Suite Management

• Responsible for the client journey ensuring all aspects are performed to an exceptional standard; ensuring a seamless journey from entering our building through to arrival in our Client Suite, clients arrival is anticipated, they are greeted warmly and professionally and experience a 5 service provision from the moment they enter to the moment they leave our space.
• Ensure all clients and visitors are welcomed in a professional, friendly and efficient manner and directed accordingly, with the relevant host informed of arrival.
• Ensure all visitor names are loaded into the room booking system, catering requests are checked and managed and appropriate spaces are used for each meeting.

Hospitality Services

• Collaborating with our catering partners to ensure our hospitality offering is on brand, supporting our case teams in serving our client work.
• Leading regular reviews of our hospitality offering, presenting any updates to all interested parties.

Meeting & Event Management

• Collaborating with our case teams to provide best in class experience for all meetings and/or events hosted in our space, taking full ownership for successful delivery and outcomes.
• Responsible for developing and sharing BDP which defines London as best in class and sets the standard for Bain client meetings, workshops and events globally.

Room Booking System Management

• Manage client suite bookings using room management software.
• Sense check all bookings to ensure maximum utilisation and best use of space.
• Develop and manage best practice for ensuring the most relevant client meeting space is chosen by meeting hosts.
• Lead our Office Services and TSG teams to ensure our client meeting spaces are always meeting/client ready.
• Lead our Office Services and Facilities team to manage all room setups.
• Manage all client room catering/refreshment requests with the catering team and assist with any queries, providing guidance and making recommendations where necessary.
• Have a strong understanding of our technology so that where possible you are able to resolve any system issues.
• Lead the development and delivery of system training to all new joiners, including those in other offices.
• Prepare and deliver training materials when any system changes are implemented.

General Responsibilities

• Build relationships across the office, ensuring you are the "go-to" person for all client suite enquiries.
• Act as a coach and mentor to new joiners.
• Prepare, maintain and deliver all Client Suite training materials ensuring relevant clear messaging.
• Ensure Client Suite section of FOH handbook is up to date, identifying areas of improvement to ensure continued best practice.
• Lead the induction of all new BF team members, particularly the EA/MA teams (including keeping all training materials up to date) and providing training for GBS and global colleagues.

This is a highly visible, busy and varied role requiring a positive can-do attitude and meticulous attention to detail to deliver client suite processes for Bain London.

Key Skills & Experience

• You will be a proactive, motivated and highly organised individual with exceptional attention to detail and the ability to identify problems, providing innovative solutions in a fast moving, often pressurised environment.
• Ability to communicate confidently at all levels and be comfortable working both individually and as part of a wider team where you are a strong team player adaptable to the varied demands of the role; approachable, confident, and professional with excellent demonstrated customer service experience in line with the exceptionally high levels of customer service expected from our client suite.
• Team orientated but with the self motivation to work independently.
• Exceptional customer service and communication skills.
• Highly organised with ability to prioritise.
• Ability to remain calm when working under pressure.
• Meticulous attention to detail.
• Professional, polished and discreet.
• Friendly and approachable.
• A good problem solver.
• Ability to multi task.
• Proactive.
• Minimum 12 months experience in customer services/Reception role.
• Advanced Microsoft Office Skills, particularly Outlook.
• Experience of working in a demanding client driven reception environment, preferably professional services.
• Minimum A level standard education.

Desired

• Events management experience.

About Bain & Company

Bain & Company is a global consultancy that helps the world's most ambitious change makers define the future. Across 61 offices in 38 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10‑year commitment to invest over $1 billion in pro‑bono services brings our talent, expertise and insight to organizations tackling today's urgent challenges in education, racial and social equity, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4‑to‑1.

Our Reception desks are open from 8am – 6pm Monday to Friday with 3 shifts covering 8am‑4:30pm, 9am‑5:30pm and 9:30am‑6pm; a reasonable amount of flexibility is therefore required to meet business demand.