Guest Services/ Front of House Manager

Overall Purpose

The FOH Manager will be responsible for the smooth and efficient running of the reception area. You will deliver high performance of your team through regular feedback, development, and accountability ensuring a warm but also intuitive and consistent service for this prestigious landmark building/estate.

Duties and Responsibilities

• Managing the reception area and ensuring operational excellence for all areas pertaining to Front of House.
• Delivering exceptional customer and guest experience.
• Ensure that the Reception areas are 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/estate.
• To collate and deliver accurate reports, in a timely manner, 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 exceptional 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.
• Lead on annual events calendar, pop up’s, social responsibilities, charities and donations for the building/estate
• 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, helpdesk.
• Attend and take minutes at management meetings when required.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.

Knowledge and Skills

• Demonstrable experience in delivering exceptional customer/guest experiences.
• Previous experience in managing and leading a successful team in a corporate or similar environment.
• Excellent command of the English language, both verbal and written.
• Exceptional attention to detail and deliver of standards.
• Self-motivated, pro-active & highly organised.