Front of House Manager

Salary: £27,000 - £30,920 per annum depending on experience, plus company benefits

Location: Newcastle Upon Tyne, NE1 3DX

Travel to Leeds and Manchester once a month, paid for by the company.

Contract: Full time, permanent

Shifts: 37.5 hours per week, Monday-Friday shifts between 8am and 6pm with 1-hour unpaid break

Flexibility required to be able to work events out of hours (time in lieu/paid overtime will apply)

Work model: Fully onsite

Purpose of role

A Reception and Hospitality Team Leader will be the first people to meet the clients and guests, providing a service and welcome to guests turning their welcome into a positive and memorable experience.

Key responsibilities

• To be proactive and effective in the monitoring of meeting room bookings, ensuring maximum utilisation while taking into consideration practicalities and demands of room users
• To be responsible for the efficient running of all client areas and to carry out regular floor walks and ensure all areas are tidy and presentable as outlined in the SOPs
• To be the “owner” of the MS room booking system, ensuring its effective use
• To go the extra mile to ensure the provision of a consistently high standard of support for all clients
• To prepare and submit any documentation which includes the Client Experience rota and monthly reports
• To supervise and oversee all health and safety procedures as they affect the team including taking responsibility for any risk assessments and related actions and procedures
• To act as team leader, supervisor and role model to the Client Experience team and to effectively manage the departmental manpower requirements
• To inspire, engage and guide the team towards achieving the Williams Lea required level of excellence
• To define job role expectations for the teams and to train, support and manage them in achieving those expectations
• To manage staff related matters for the teams including continuous feedback, performance reviews, return to work and disciplinary interviews
• To be responsible for the recruitment process within your team
• To work effectively with others, seeking input and feedback
• To be responsible for the training and buddy process for any new member of staff
• To chair regular team meetings communicating changes of procedures where applicable
• To develop and keep up-to-date, in conjunction with the Account Director, the departmental SOPs
• To be aware of cost control as it affects the team and to assist the Account Director when compiling yearly departmental budgets
• To take any actions or make any reasonable decisions consistent with the departmental standards operating procedures
• Operationally manage the Newcastle service and oversee the management of the Leeds and Manchester Front of House services

Personal attributes

• Previous experience working in reception and hospitality services is essential
• Have previous experience working on a reception desk for a blue chip company/high-end hotel within a busy office environment
• Must possess a professional presentation
• Outstanding guest services skills, sophisticated verbal and written communication skills
• Good time management skills
• Good knowledge and understanding of a telephone system
• Have great interpersonal skills and an outgoing personality
• Have an excellent command of the English language, both in verbal and written communication
• Have passion to achieve excellent guest service in everything that they do
• Be able to work well under pressure and can act pro-actively and intuitively
• Excellent leadership skills and experience in managing a team
• Ability to prioritise and work under pressure and plan ahead and anticipate problems
• Excellent communication skills both written and verbally
• A welcoming positive manner and an understanding of what good customer service looks like
• A team player who is willing to go the extra mile
• To always act with integrity and embrace the company philosophy
• Customer focus: ability to understand the needs of the client and provide superior client service
• Relationship management and communication: ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• IT Knowledge: Knowledge of MS Office, and working knowledge of A/V equipment an advantage
• Administrative skills: ability to multitask, prioritise workload and provide administrative support
• Have operational experience working at prestigious events (this is beneficial, but not critical)

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays (pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com.