Front of House Manager in City of London

ABOUT THE ROLE

A BRIEF SUMMARY

The Front Office Manager will manage the day-to-day operations. They will demonstrate exceptional organisational skills and the very best in customer service and client care. The role will also support the General Manager, ensuring that the office and facility space is fit for purpose for both staff and clients. With a constantly changing building and new clients and requirements, this role must ensure a high attention to detail and a proactive approach to their job.

Working location: London

Weekly hours: 40 Monday to Friday

Reporting to: General Manager

Role type: Full Time

WHAT YOU’LL BE RESPONSIBLE FOR

• Act as front-line point of contact for all clients, coordinating building operations and client bookings to ensure all their requests are managed, expectations are met and every client leaves ultimately satisfied.
• Manage all logistical systems from access pass system to the facility portal, ensuring they are in line with security and IT requirements.
• Create and manage the “Goods in” process, including all deliveries from general post to engineering equipment, working with the wider teams, including other sites to ensure all “Goods” are being tracked and ultimately end up in the right place.
• Support the General Manager on facility maintenance for the building, from day-to-day upgrades; facility cleanliness and ISOS needs.
• Build strong working relationships with all clients, reporting key information to senior management that will help the business achieve its goals.
• Provide in-shift supervision of the Runner team to ensure all duties are performed in accordance with their role.
• Occasional out of hours work to support large productions.
• Admin support for bookings team.
• Adhere to our company H&S policy and ensure that all company risk assessments are observed where applicable to your role, taking ownership of improvements and escalating concerns where necessary.
• Line management and scheduling of the Front Office Coordinator & Runner Team.
• All employees are expected to contribute and participate in work activities in line with our management system to ensure the continual improvement of our business.

THIS ROLE IS FOR YOU IF YOU

• Have at least 3 years’ experience in office, reception or service-based, client-facing roles.
• Have at least 5 years’ experience working in a professional capacity.
• Are approachable and well-mannered.
• Are an expert on Microsoft Office; Excel; PowerPoint.
• Are highly organised.
• Are proactive & quick learner.
• Have proven experience with organisational tools.
• Have proven experience working in a team.
• Preferably have team management experience.
• It is beneficial to have previously used scheduling tools.
• Broadcast and/or sport knowledge is desirable.

IN THIS MANAGEMENT ROLE WE’LL BE EXPECTING YOU TO

• Maintain a safe working environment for your teams by complying with all required Health & Safety procedures and other management processes e.g. ISO standards.
• Be the first point of contact for your team for any queries, escalations, and feedback.
• Hold regular meetings with each member of your team to align on topics, direction, information sharing, create an opportunity for the team to be heard and sense of community.
• Regularly review workload across the team to ensure efficiency and balance.
• Provide feedback to your team to allow continued growth.
• Ensure new members to your team have a thorough onboarding process including regular review during probation (excludes onboarding provided by HR).
• Actively support the development of your team through action plans.
• Actively manage poor performance.
• Communicate and reinforce key business messages to your team, for example following Manager Meetings, Town Halls, email communications.
• Understand key Company policies/processes and help your team to understand.
• Be responsive to requests for information to colleagues and other departments.
• Ensure your team complete all mandatory training.
• Carry out an annual performance review with each member of your team.
• Take any necessary steps to ensure that individuals are not subjected to harassment, sexual harassment, or bullying.
• Manage day-to-day spend in line with company objectives, direction and in the interests of the company.