Front of House Manager in South East London

The Front of House Manager is responsible for assisting the Community and Assistant Manager in the day-to-day front of house operations. You will be involved in the supervision of the team and ensuring the delivery of exceptional customer service to achieve the site's leasing and occupancy goals to drive projected revenue targets. Leading the team by example, you will contribute towards building and encouraging positive and professional relationships and creating a vibrant and welcoming community for our residents and clients.

Key Responsibilities

• Acts as a role model at all times by demonstrating the core values.
• Leads and motivates the team towards achieving NPS objectives, leasing goals and occupancy targets.
• Oversees the daily activities of the property and ensures work is organised and executed in line with Greystar expectations.
• Possesses brand knowledge and awareness, ensuring the team acts as brand ambassadors.
• Works in partnership with marketing to shape local marketing and leasing strategies based on relevant market data and deep market knowledge and ensures marketing campaigns, advertising and promotional activities are effectively implemented.
• Establishes relationships with key stakeholders (sales, marketing, groups, universities) communicating regularly with representatives, ensuring the community's compliance with pertinent regulations and providing performance data.
• Effectively promotes and leads the Front of House team to achieve effective customer service and contributes to the improvement of customer experience.
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and customer satisfaction.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.
• Uses the Company's property systems to generate sales and leasing reports and monitors unit/bed availability data and ensuring it is accurate and up to date.
• Oversees on-site enquiries, ensuring an appropriate inventory of ready apartments, recommending rent pricing and concessions, and monitoring the day-to-day sales and leasing activities.
• Builds on knowledge of local area and key features to meet residents' needs.
• Actively participates in the leasing process by generating and monitoring traffic, qualifying prospects, preparing tenancy documentation, and completing check-in/checkout procedures in accordance with established policies and procedures.
• Co-ordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams.
• Develops capability of Team Members in order to meet key performance goals and future succession requirements.
• Works alongside facilities team to ensure the physical aspects of the community meet the Company's standards for overall appearance and co-ordinates and inspects show flats for market alignment and touring prospective residents.
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system and completes compliance activities in line with the Company's policies and procedures.
• Promotes investor satisfaction and retention through timely reporting about the performance of the properties, and responds quickly and with urgency to client/owner concerns, questions, issues, and requests.
• Participates where required in an on-call roster to provide out of hours emergency support for the Community.
• Ensures the operation of the Community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.

Role Scope

• Property: Chapter London Bridge
• Capacity: 905 Student Beds, 3 Retail units
• Resident Amenities: 24/7 staffing, screening room, banquette seating areas, extensive lobby & lounge area, 24-hour gym & exercise room, private study & dining rooms, dedicated study area, rooftop terrace, sky lounge featuring a bar, coffee shop and much more.

Key Relationships

• Community Managers and Community Teams.
• Sales & Marketing, Regional Operations Managers, Investors & Portfolio Management Team.
• Corporate Support Teams including HR, Finance, IT & Systems & Estates Management.

Knowledge & Qualifications

• Good level of general education.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations software. Training will however, be provided.

Experience and Skills

• Essential
• Experience in leading and motivating a team with a proven track record in delivering service excellence in a similar management role/environment.
• Demonstrable ability to coach and mentor team members to identify key talent, develop capabilities and facilitate succession planning.
• A strong team player but capable of working autonomously and taking ownership.
• Flexible approach to working in a fast-paced environment and with the ability to thrive in a changing environment.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Fluent English verbal and written communication skills.
• Excellent organisation skills with the ability to multi-task and prioritise.
• Numerical skills necessary to complete the above activities.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
• Desirable:
• Experience in sales and marketing event delivery would be advantageous.
• A knowledge and understanding of UK Health and Safety policies.
• Detailed knowledge of Landlord/Tenant Legislation.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard. Please reach out if you are keen to know more.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystar's pan-European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria and Spain. One of Greystar's core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience.