Front of House Manager
About the role
The Front Office Manager will manage the day‑to‑day operations at Westworks. 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 news clients and requirement, this role must ensure a high attention to detail, and a proactive approach to their job.
Weekly hours: 40 Monday to Friday
Reporting to: General Manager – Westworks
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 Watford to ensure all “Goods” are being tracked and ultimately end up in 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 working from Westworks, 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 works to support large productions.
- Admin support for bookings team.
- Adhering to our company H&S policy and ensuring 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.
This role is for you if you
- At least 3 years’ experience in office, reception or service-based, client facing roles.
- At least 5 years’ experience working in a professional capacity.
- Approachable and well mannered.
- Expert on Microsoft Office; Excel; PowerPoint.
- Highly organised.
- Proven experience with organisational tools.
- Proven experience working in a team.
- Preferred team management experience.
- Beneficial to have previously used scheduling tools.
- Broadcast and/or sport knowledge 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.
Commitment to Equality
Gravity Media is an equal opportunity employer and we welcome a diverse range of applicants. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
ISO Standards
The ISO standards reflect our commitment to continually improve our business, to drive down our Environmental Impact and to provide a safe and healthy working environment for all of our employees. Our management team have a responsibility to ensure they lead their individual teams in striving for best practice and supporting the audit process to ensure continual improvement is at the heart of everything we deliver.
