Front of House Manager - Stonecutter, London Operations Stonecutter

Purpose of the Role

Overall, Purpose/Aim:

The main purpose of the role is to maintain a presence in the front-of-house area, as well as in the common areas between reception and the anchor tenant's ground floor reception. This includes overseeing the shared common spaces. You will be expected to assist all individuals visiting or using the building-from daily visitors to permanent tenants and clients.

You should be a customer service professional with a proactive, dynamic personality and a natural flair for delivering exemplary service. A 'One Team' approach is essential, ensuring all Trusted Service Partners work seamlessly together to enhance the customer journey. You will lead by example, demonstrating exceptional service levels and inspiring others to do the same, leaving a lasting positive impression on all guests and occupiers.

Key Responsibilities

• Ensure the highest standards of presentation are maintained throughout the property to reflect the 5 Savills experience. The reception area should be clean, tidy, welcoming, and consistent with a luxury hospitality environment.
• Proactively lead the visitor experience, including lobby hosting, advance planning for personalised welcomes, concierge services, and organising the team for maximum effectiveness during VIP and group visits.
• Work closely with the ground floor occupier reception team to ensure a seamless customer journey.
• Serve as the main point of contact for all occupiers regarding Front of House (FOH) related queries, complaints, or general operations.
• Curate events and enlivenment initiatives, engaging with occupiers to deliver lifestyle and concierge services both in person and through the building app.
• Create posters, marketing materials, and announcements to promote building updates and upcoming events. Prepare PowerPoint presentations for monthly service reviews and carry out ad hoc duties as required by the Operations Portfolio Manager and Property Management team.
• Work closely with occupiers and the building management team to develop a bespoke customer journey mapping.
• Develop, review, embed, and maintain FOH Service Standard Operating Procedures (SOPs), manuals, and Health & Safety documentation, while routinely updating the FOH Handbook.
• Take direct responsibility for managing the Reception Team, ensuring consistent delivery of five-star service.
• Manage all aspects of staff absence, including sickness reporting, return-to-work reviews, self-certification, and absenteeism.
• Confidently conduct one-to-one meetings, monthly service reviews, investigations, and disciplinary meetings, ensuring effective team leadership across all operational areas.
• Participate in Building Management meetings, providing FOH updates, including details of contractor management and operational changes.
• Attend monthly Reception Services meetings with RS Management and General Management.
• Continuously bring forward service innovations and improvements to ensure the FOH service evolves in line with expectations.
• Maintain a consistently high standard of personal appearance. A professional, courteous, and helpful attitude must be displayed at all times. If a uniform is provided, it must be clean and in good condition. You are also responsible for ensuring your team maintains these standards.
• Carry out duties in accordance with instructions from your Reception Services Line Manager, Building Manager, Supervisor, or RFM.
• Establish and maintain a professional working relationship with all staff, tenants, and contractors, acting as the first point of contact for the building.
• Promptly assist and direct all visitors, ensuring they reach their intended contact or location within the building.
• Answer telephones and on-site intercom systems in a courteous and professional manner, responding to tenant queries efficiently.
• Maintain a constant presence at the reception desk; it must not be left unattended during building operating hours.
• Develop a strong knowledge of the local area and provide a concierge-style service, offering tenants and visitors recommendations on nearby restaurants, shops, transport links, and events in the City of London.
• Accurately complete all required log reports as directed by the employer or Property Manager.
• Ensure full compliance with health & safety and fire regulations. Contractors on-site must fully adhere to contractor management and site H&S requirements in line with company and site policies.
• Remain aware of and compliant with all company rules, terms, and conditions.
• Conduct operational checks and process reviews with a hands-on approach and maintain a visible presence in all customer-facing areas.
• Perform regular soft service inspections to ensure high standards across housekeeping, refuse collection, reception services, security, and interior landscaping.
• Build a sense of community within the building and take ownership of the enlivenment programme, including event management and community engagement.
• Support Property Management during incidents or operational issues directly affecting FOH service delivery.
• Assist the Property Management team with the operation and ongoing development of the tenant portal, Visitor Management System, and building app. Certain app features will fall solely under FOH responsibility.

Skills, Knowledge and Experience

Due to the nature of work at SMR, tasks and responsibilities can often be unpredictable and varied. As such, all staff are expected to work flexibly when required, including undertaking duties not specifically outlined in the job description.

Essential:

• You will have management experience in the 5-star customer service industry, ideally within corporate guest services or luxury hospitality.
• You will be confident, professional, and assertive, with excellent attention to detail and a curious yet resilient approach.
• You will possess a friendly, engaging, and approachable personality while maintaining professionalism at all times, working within a culture of collaboration, trust, and tenacity to deliver world-class Front of House service excellence.
• You will have experience working in a luxury environment, delivering boutique-level services and engaging with HNW and VIP stakeholders, with a strong understanding of discretion and client privacy.
• You will be highly aware of your surroundings and occupiers, ensuring that service levels remain consistently high and that all visitors and occupiers are attended to promptly and efficiently.
• You will demonstrate a deep understanding of 5-star service delivery and exhibit exceptional hospitality skills.
• You will be able to handle difficult visitors and situations with professionalism and composure.
• You will be creative and forward-thinking, consistently contributing ideas to improve service delivery and elevate the customer experience.

Desirable:

• Proficiency in the full suite of Microsoft Office applications, including Word, Excel, PowerPoint, Access, and Outlook.
• Familiarity with Savills systems.

The attributes listed under 'Desirable' are not essential, and training will be provided for the more technical aspects of the role.

Working Hours -40 hours a week. 8am-5pm & 9am-6pm

Salary -£42,000

Please see our Benefits Booklet for more information.