Job Title: Front of House ManagerReports to: Corporate Account ManagerLocation: BAE Systems, Central LondonI have an opportunity.....
Job Title: Front of House Manager
Reports to: Corporate Account ManagerLocation: BAE Systems, Central London
I have an opportunity for a service professional to lead the London Front of House experience. Seeking someone who is already an accomplished leader. Ideal candidates will have experience managing change, and the appetite and skillset to transform the experience in the London office. Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements. We are recruiting for;
Purpose: We are looking for passionate people to join our Corporate Front of House team. If you are passionate about delivering exceptional 5* customer service, this truly is a fantastic opportunity for you.Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements.This role has been designed to provide a high quality service to our customers by greeting, welcoming and directing them appropriately. You will pride yourself on building and maintaining a welcoming and safe atmosphere. As the customer Liaison representative you will be the first point of contact for our clients as they arrive to the building. This role has been designed to support the client and the Front of House staff to provide an excellent front of house service to our customers. You will pride yourself on building and maintaining relationships with staff members, and customers alike and be point of contact for any support or advise staff members require.
As Front of House Manager, you will facilitate and arrange the relevant training and support to staff members along with and deal with any HR related issues in accordance with company policy. In addition, you will build up strong relations with customers, building owners and facilities management, to ensure all Events are organised and run smoothly.
Benefits:
-Full Front of House Uniform provided,
-Full Training is provided to perform the role,
-SIA Training Provided,
-First Aid and Fire Marshall Training paid for within the role,
-Cycle to Work Scheme,
-1000s of discounts to multiple retailers, supermarkets and entertainment providers, shopping discounts, is only a little of what's on offer,
-Continuous Training provided,
-Apprenticeships available,
-Progression within the wider team,
-Mitie reward scheme,
-Our virtual GP service,
-Shares scheme,
-Private Medical care available,
Principal Accountabilities, Key activities Include but are not limited to:
-Run, organise all VIP Events for Head office.
-Support Front of House Staff throughout
-Sickness Management including, reporting and processing the RTW interview and paperwork
-Helping of 1:1s and performance reviews with all team members (either virtual or site visit)
-Ensure that a suite of operating procedures is in place and up to date
-Ensure that the QHSE site pack is in place and up to date
-Liaise directly with the local Mitie FM's with any maintenance issues
-Implement Operational procedures
-Leads and resourcing requirements of ‘Front of House' (FOH) and ‘Safe Working Champion' (SWC) teams to ensure high service levels and SHE Standards maintained
-Organising and processing of Security Paperwork
-Proactively seek customer feedback and make changes to ensure customer satisfaction
-Ensure a consistent and robust front of house service
-Be a key driver in delivering a customer excellence culture
-Support Emergency Procedures as necessary and support the coordination of fire evacuations/liaison with the fire brigade/emergency services if required.
-Develop effective relationships with the key stake holders, and client.
-Flexibility in working hours is essential for covering annual leave and sickness were necessary.
-Work to and fully understand a standard set of operating procedures processes that are implemented across the corporate facilities. Assist with regularly updating and reviewing.
-Raise building maintenance and compliance faults around the building to the Mitie Helpdesk and monitor until resolved.
-To ensure all customer requests are dealt with efficiently and effectively
-Driving improvements to process and operation based on external environment, customer feedback and Future of Work objectives
-Regular face to face / virtual meetings with local FMs and client / customers
-Management of HR Related Tasks
-Tracking / managing of any issues from the client / facilities
-Resolves customer issues / complaints to reasonable resolution
-Create, develop and manage data on utilisation with weekly reports
-Make prioritisation decisions where conflicting demands exist; manage space to facilitate events as required
-Apply appropriate levels of direct oversight to independently assure standards
-To conduct weekly and monthly meetings with updates and proposals with the Mitie senior Management Team.
-Front of House Monthly Audit
-Manage & Review the Improvement tracker
-Operational Issues & Change management
-Arrange and chair monthly Customer Meetings and focus group meetings
-Daily Operational management, resolve daily issues raised by FoH
-Complete customer feedback surveys
-Resolve daily issues raised by Front of House
-Managing disciplinary procedures / meetings
-Ensure staff members are up to date with on line training
-Assisting with pay enquiries
-Liaise with FM regarding any maintenance issues within the Link buildings
-Ensuring KPI's are adhered to
-Ensure FoH training to provide required services
-Resolve daily issues
KEY COMPETENCIES REQUIRED:
-Integrity, Sense of Urgency
-Self-Awareness, Big Picture Orientation
-Adaptability, Strategic Thinking
-Leadership & Vision, Effective Communicator
-Facilitator, Judgement & Tact
EXPERIENCE:
-Previous experience working in a highly regulated environment
-Good communicator,
-Planning skills, financial awareness
-Good organisational skills
-Willingness to learn and train to improve the business
Are you wanting a new challenge? Come and join our team!
