Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
People management responsibilities for approx. 10 staff, including:
- Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce.
- Managing rotas to ensure adequate cover at all sites at all times to ensure the provision of consistent service.
- 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.
- To project manage and facilitate the strategic implementation of new working practices to ensure the successful roll out of initiatives which will result in consistency to our customers and will improve the overall service offering.
- Producing monthly and ad-hoc reports on service usage and service issues to ensure that customers and management receive appropriate information in an accurate and timely manner.
- Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas e.g. fault reporting.
- Regularly liaising with customer relationship managers (and, when necessary, customers directly) to ensure the provision of a customer focused service including:
- 1st class reception and client facing services
- Efficient and easy to use protocols and processes for users, e.g. meeting rooms, hotelling, catering
- Constant review and improvement of the welcome services
The key areas are:
Financial
- Responsibility for monitoring expenditure in line with budgets and SLA, across all front of house impact services i.e. cleaning and security.
- Making recommendations for both cost savings and increases if necessary, this would potentially include writing a business case and liaising with service providers/contract owners i.e. negotiating amendments to schedules or SLA.
- Responsibility for internal landscaping meeting room equipment and newspapers budgets for London Responsibility for direct management of all Reception staff and staff related costs in London
Other resources or assets
- Responsibility for fabric maintenance, highlighting areas of concern, (sofa’s, lamps, pictures, magazine racks, coffee tables etc) liaising with Engineering, and then monitoring contractors to ensure work is completed to high standard etc and escalating where necessary.
- Also liaising with Marketing with reference to the plasma screens in all the main receptions, plus literature stands
Job Requirements
- Experience of front-of-house in a hotel or corporate environment.
- Experience of managing a team including arranging cover and the restoring of staff to maximize efficiency.
- Experience of working in a Hotels (shared or desking) environment and knowledge of automated desk booking systems.
- An enhanced degree of computer literacy and database knowledge including being able to support the setting up and projection of presentations from laptops and the ability to help individuals log on to the network etc.
- The ability to understand and meet the requirements of Service Level Agreements.
Personal Skills
- Experience of working in a highly customer focused service delivery role.
- An excellent customer focused manner at all times.
- Demonstrating the ability to be proactive and to possess strategic thinking skills.
- The ability to lead and develop a large, diverse team.
- The ability to communicate effectively at all levels.
- The ability to manage change.
- A very high standard of personal appearance.
- The ability to manage a large, diverse workforce.
- A good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated by our customers.
- A willingness to travel to regional offices to participate in training and coaching.
