Client Host Team Leader

Overview

To be part of the Front of House team, providing a high-quality customer focused Client Host service working alongside the Client Host Team, Front of House Manager and the In-House Functions Organiser. A flexible approach is essential as the post-holder will be required (on occasion) to work any time between the hours of 07:30 and 20:30. Overtime may also be available or required at times.

Responsibilities

• To support the Front of House Manager in providing a high quality, professional Client Host service that is appropriate to business needs.
• To assist in the production of the weekly rota, ensuring all posts have sufficient cover at all times.
• Provide Client Host cover on any of the posts ensuring continuity of service.
• To attend team meetings, record minutes and distribute to the team.
• To support and where necessary act on behalf of the Front of House Manager in holding regular one-to-one meetings with the Client Host team.
• Act as Training Champion, undertaking the \’new joiner\’ induction process and ensuring the wider training requirements of the team are regularly assessed and met.
• In conjunction with the Front of House Manager, continually review and update the Standard Operating Procedure to ensure all procedures are reflective of current business demands.
• Be the primary point of contact and assist when required in the absence of the Front of House Manager.
• Work to establish and maintain excellent levels of communication between the Client Hosts, the In-House Functions Organisers, catering, security, AV and wider Office Services teams.
• Monitor the appearance, standards and performance of the Client Host team, to engender the \’One Team\’ philosophy as a core value of the team.
• Ensure appropriate handover processes are undertaken between the security team and/or other Client Hosts at the beginning and end of the shift, to ensure service continuity.
• Be proficient in the use of room booking systems providing support to the wider team as required.
• Be the main point of contact for the team with the inhouse development team for our room booking system in Service Now.
• Supervise the presentation and upkeep of bookable rooms.
• Ensure that all reasonable client and visitor needs are met ensuring \’Client comes First\’.

Essential

• Educated to GCSE standard or equivalent.
• Experience in a high quality, pressurised customer focused/service environment, such as a 5 hotel, cabin crew, or in a similar role as a corporate receptionist.
• High level of customer service awareness.
• Proven ability to work within a team and to take part in developing operational procedures.
• Able to deal with people at all levels and work effectively as part of a team.
• Have good planning and organisational skills.
• Demonstrable leadership and management skills appropriate to the level of responsibility.
• Have a flexible, cheerful and enthusiastic approach to the role
• Able to work under own initiative.
• Able to demonstrate a courteous and polite disposition, with an understanding of the manner in which to deal with both clients and staff.
• Must have a client focused approach with \”can do\” attitude.
• Ability to prioritise client requests and deliver within agreed timescales.
• Have the ability to deal with difficult situations and stay calm under pressure.
• A good understanding of the importance of a high-quality client-facing service to the success of a business.
• Able to relate to people at all levels and from different cultures.

Desired

• Demonstrable computer skills however, training will be given in the Hogan Lovells systems.
• Previous experience of a room booking system would be an advantage, however full training will be given in the Hogan Lovells\\\’ system Service Now.

General Attributes

• Have a presence that enables the post holder to \”stand out\” as an effective leader.
• Excellent interpersonal skills.
• Build and maintain effective working relationships with colleagues, clients and others at work.
• Stay motivated and enthusiastic, even during quiet periods.
• Work well under pressure.
• Show an interest and understanding in the firm\’s work generally, as well as in the client services areas.
• Understand the importance of good grooming and a polished appearance.