Front of House Manager (Maternity Cover)

Overall Purpose

The role of the FOH Manager will be to be passionate and dedicated to delivering exceptional guest experiences. You will play a pivotal role in the delivery and enhancement of this service creating memorable experiences. As the FOH Manager, you will be adaptable to change and have experience in managing and leading a large team.

Duties and Responsibilities

• To take full responsibility, ownership and accountability for the day-to-day operations of the reception buildings within Green Park
• Ensure each FOH Team member understands and adheres to building procedures in a professional yet warm and welcoming manner
• Ensure each building reception area is kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to assist in the efficient running of Green Park
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of the Guest Experience
• To collate and deliver accurate reports/statistics on all aspects of information as requested from the client and senior management. This includes daily, monthly and quarterly meetings with KPI's.
• Oversee and support in the reception rota, checking future planned absences and liaising with management for cover as and when required to ensure a consistent service
• Manage and promote the implementation for any change, upgrade or advancement in software systems for each building reception
• Ensuring that the FOH Team function to the professional and consistent standards expected so as to provide an exceptional level of customer focus and guest experience
• Ensuring that the FOH Team are correctly attired and project a professional image at all times.
• To be involved in and participate in interviewing potential team members for the reception buildings
• Be responsible for the process of meeting and greeting of all guests and visitors to the reception buildings and ensure your FOH Team provide an exceptional service. In doing so identify reception buildings where additional support is required dependent on event and function taking place
• To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner
• Where appropriate, reporting of accidents or incidents
• Be the point of escalation for the FOH Team and where appropriate escape to Service Partner Operations Manager or line manager when appropriate
• To conduct Personal Development Reviews 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
• To maintain good working relationships with colleagues and other Green Park service providers. Building a strong rapport with others.
• Lead on first line HR matters, this includes performance management, Return to Work interviews, Advice and Counselling meetings etc
• 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

Knowledge

• Previous experience in managing and leading a large team
• Previous experience in working in a Corporate/hospitality environment or equivalent
• Previous experience in leading in HR e.g. A&C, investigations and PDR
• Strong understanding of
• Excellent knowledge of IT with experience of using Microsoft Office packages
• Previous experience with using visitor management systems

Skills

• Management skills as well as a having a collaborative approach
• Ability to comfortably work with a range of styles and personalities
• Warm, engaging personality with excellent verbal, written and interpersonal skills
• Ability to foster a culture of success and lead a team effectively
• Strong efficiency and motivation
• Excellent organisational skills
• Excellent punctuality
• Outgoing and can do attitude
• Innovative, creative and resourceful
• Tact, diplomacy and discreet when required
• Proactive and helpful