Team Leader - 101 New Cavendish

ST James Facilities; Greater London; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

ST James Facilities is seeking a Team Leader to head the front of house reception at the client building, based permanently at the reception desk. You will own the reception environment and guide the FOH team, delivering exceptional service to guests and occupiers while coordinating with cleaners, security and facilities.

You will lead reporting, rota management, incident reporting and staff interviewing. The role requires a professional image, strong English communication, and a proactive,

Qualifications

• Previous experience in managing and leading a team.
• Excellent command of the English language, both verbal and written.
• Working knowledge of IT with experience of using Microsoft Office.
• Previous experience in a similar corporate environment.

Responsabilités

• Take full ownership of the reception and all associated duties.
• Ensure the Reception area is kept in impeccable order, liaising with cleaners, facilities and security.
• Collate and deliver accurate reports for client and senior management.
• Review standards and procedures and implement best practices for Front of House services.
• Manage and operate the reception rota and arrange cover as needed.
• Lead and develop the FOH team and conduct annual appraisals.
• Attend management meetings and take minutes where required.
• Interview potential team members for the building.
• Meet and greet guests and provide exceptional service.
• Assist guests and occupants with queries in a knowledgeable manner.
• Answer calls promptly and handle difficult calls with professionalism.
• Report accidents or incidents when appropriate.
• Assist with administrative tasks and facilities management duties.
• Support Building Manager with operational matters and stakeholder updates.
• Create, organise and lead events within budget.

Connaissances

Team leadership

Customer service

Interpersonal skills

Punctuality

Can-do attitude

Outils

Microsoft Office

Description du poste

Overall Purpose

The Team Leader will be permanently based on the reception desk covering the front of house function. In addition, the Team Leader will be responsible for additional tasks within the client Building.

As Team Leader you represent St James and St James’ clients. You will have ownership and accountability for the reception area and its environment. You will be responsible for managing, leading and developing your team.

Duties and Responsibilities

The below listed task/responsibilities are not exhaustive:

• To take full ownership of the reception and all associated.
• Ensure that the Reception area is kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the Building.
• To collate and deliver accurate reports on all aspects of information as requested from the client and senior management.
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services.
• Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required.
• Manage and promote the implementation for any change, upgrade or advancement in software systems.
• Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
• Ensuring that the team are correctly attired and project a professional image at all times.
• Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas e.g. fault reporting.
• Attend and take minutes at management meetings when required.
• To be involved in and participate in interviewing potential team members for the building
• Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensure you and your team provide them with exceptional service.
• To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner.
• To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate.
• Manage difficult calls and/or distressed callers’ in a calm and professional manner.
• Where appropriate, reporting of accidents or incidents.
• Administrative duties including word processing, photocopying, ordering stationary, post, couriers and facilities management tasks as required e.g invoicing, cleaning inspections, general admin.
• Assisting the Building Manager in duties – operational matters, reports and updates to stakeholders
• To lead, manage and develop the FOH team.
• To conduct annual appraisals and any performance management requirements for the FOH team
• To identify any training needs and assist in their skills and development of the FOH team
• Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues
• Ensure compliance with all current statutory legislation in respect of health and safety and the environment
• Any other duties as deemed necessary to support the client, customer, colleagues and St James
• Create, organise and take lead of the events
• Ability to create and present ideas to the client
• Ability to keep events within the budget and keep track of the budget

Knowledge

• Previous experience in managing and leading a team
• Proven working knowledge of customer service experience
• Previous experience is essential in a similar corporate background
• Excellent command of the English language, both verbal and written
• Working knowledge of IT with experience of using Microsoft Office
  

Skills

• Management skills as well as a collaborative approach.
• Good interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Excellent customer service skills.
• Strong efficiency and motivation.
• Excellent punctuality.
• Outgoing and “can do “attitude.
• Innovation and creativity.
• Tact and diplomacy.
• Proactive and helpful.

Disclaimer: Thank you for your interest in the role. Due to the high volume of applications, we will aim to reply within 2-3 weeks. Thank you for your patience at this time.