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Front of House Team Leader
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Integral UK Ltd
Front of House Team Leader

Front of House Team Leader

London Full-Time 36000 - 60000 ÂŁ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead a team to deliver 5-star customer service at Rolls-Royce Headquarters.
  • Company: Join JLL, a global leader in real estate services and investment management.
  • Benefits: Enjoy a dynamic work environment with opportunities for growth and networking.
  • Why this job: Be part of a vibrant culture focused on excellence and client satisfaction.
  • Qualifications: Customer-oriented, strong communication skills, and a passion for service.
  • Other info: Opportunity to manage events and enhance tenant experiences.

The predicted salary is between 36000 - 60000 ÂŁ per year.

Front of House Team Leader

Based: London N1

Client Site: Rolls-Royce

Hours: 40hrs Monday – Friday

Working as part of the JLL team, this is an exceptional opportunity for the successful candidate to be based at our clients Rolls-Royce Headquarters.

Main Duties

  • Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, London
  • To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard
  • Management of the meeting room set-up
  • Provide support and day-to-day management of the team annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
  • To support the Service Level Agreement by ensuring that all site activities are carried out effectively.
  • Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.
  • To ensure customer requests are dealt with efficiently and effectively.
  • Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
  • Assist JLL Facilities and other service line managers with contractor activities and projects.
  • Working to contractual KPIs and SLAs.
  • Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.
  • Develop and work to a standard set of operating procedures and processes.
  • Lead and support Emergency Evacuation procedures.
  • Raise work and escalate requests through the appropriate systems

    • Engagement, culture & communication:

  • Accountable for creating reports and MI (Management Information) for contract.
  • Accountable for the quality of communication and quality of reports being submitted to client, team and business.
  • Responsible for driving company culture within their team.
  • Responsible for engaging with the wider business – attends managers forum meetings.
  • Responsible for proactively looking for networking opportunities and gets involved where possible.
  • Responsible for ensuring the client is fully informed of all relevant information.

    • Client relationships:

  • To be articulate and pre-empt the needs of clients and visitors
  • To ensure all guests receive an excellent welcome and that you consistently deliver great service
  • Manage Visits Diary
  • To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations
  • To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs
  • To communicate in a clear, polite, and friendly way to all customers / staff in all departments –reception, cleaning, and maintenance
  • To liaise with service providers to ensure delivery of a quality service, on time, to specification
  • Collaborate with external vendors and partners to enhance the tenant experience through events and initiative
  • Develop effective relationships with external customers
  • To ensure customer requests are dealt with efficiently and effectively

    • Finance & Commercial Awareness:

  • Use computer as an effective communication tool, inputting data as requested into excel and word documents
  • Produce monthly statistics of utilisations for events, front of house
  • Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input
  • Responsible for using KPI output / service reviews to improve service delivery
  • Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement

    • People & productivity:

  • To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place
  • Provide support and day-to-day management of the team annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
  • To cover Reception if required covering holidays and sickness
  • Provide a VIP Concierge Service, including “Meet and Greet” and Reception duties
  • To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
  • To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards
  • Assist in any other reasonable duties as required.

    • Events:

  • Provide operational support to internal events
  • To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times
  • Provide support with co-ordinating events on site and liaising with Catering/hospitality team
  • Review customer feedback tracking remedial actions through to closure
  • Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.
  • To handle any guest complaints and provide a swift solution or escalate as appropriate
  • Ensure consistent, high-quality support is supplied to the business consistently

    • Meeting Rooms Management:

  • To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing
  • Process meeting room requests, for internal & client meetings.
  • Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture
  • Address issues, coordinate with appropriate teams to ensure quick and efficient resolution
  • Provide AVIT support for conferences and events
  • Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.
  • Conduct building orientation sessions to familiarise new tenants with building protocols and services.
  • Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.

    • HSSE and wellbeing:

  • Work to and periodically review a standard set of operating procedures
  • Support Emergency Evacuation procedures
  • Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure
  • To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
  • Ensure all meeting room requests are completed in accordance with the SLA
  • Responsible for working in a safe manner at all times and in line with any SOP\’s and HSSE folder, Check RAMS and make sure all events run safely
  • To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
  • Attend weekly service line meetings

    • Strategy: innovation, change & project management:

  • Responsible for ensuring team members have objectives in place that are linked to the strategy.
  • Responsible for identifying innovation opportunities within their sites
  • Responsible for assisting line manager in any wider business projects.
  • Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
  • Responsible for analysis and proactive use of Management Information (MI).

    • Person Specification

  • A clear understanding of Health & Safety practices, including Risk Assessment
  • Customer orientated approach
  • Enthusiastic and conscientious
  • An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
  • Computer literate (Word, Excel, Outlook E-mail)
  • Clear, strong and confident communication skills
  • Team player with an enthusiastic attitude
  • To work efficiently and effectively in a team as well as individually
  • A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues
  • The ability to adapt quickly as it is a fast-paced environment
  • Excellent written and oral communication skills
  • High attention to detail
  • Flexible approach to working hours

    • Front of House Team Leader employer: Integral UK Ltd

    At JLL, we pride ourselves on fostering a dynamic and inclusive work environment that prioritises employee growth and development. As a Front of House Team Leader at the prestigious Rolls-Royce Headquarters in London, you will enjoy a culture of excellence, supported by comprehensive training and opportunities for career advancement, all while delivering exceptional service in a vibrant corporate setting. Join us to be part of a team that values innovation, collaboration, and a commitment to outstanding customer experiences.
    I

    Contact Detail:

    Integral UK Ltd Recruiting Team

    View Integral UK Ltd Profile

    StudySmarter Expert Advice 🤫

    We think this is how you could land Front of House Team Leader

    ✨Tip Number 1

    Familiarise yourself with the Rolls-Royce brand and its values. Understanding their commitment to excellence will help you align your approach to customer service, which is crucial for a Front of House Team Leader role.

    ✨Tip Number 2

    Network with current or former employees of JLL or Rolls-Royce. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, giving you an edge during interviews.

    ✨Tip Number 3

    Prepare to discuss specific examples of how you've delivered exceptional customer service in previous roles. Highlighting your ability to manage teams and resolve issues effectively will demonstrate your suitability for this leadership position.

    ✨Tip Number 4

    Stay updated on industry trends related to facilities management and customer service. Showing that you are knowledgeable about best practices and innovations can set you apart as a proactive candidate who is ready to contribute to the team.

    We think you need these skills to ace Front of House Team Leader

    Customer Service Excellence
    Team Leadership
    Communication Skills
    Event Coordination
    Meeting Room Management
    Problem-Solving Skills
    Attention to Detail
    Health and Safety Awareness
    Time Management
    Relationship Building
    Conflict Resolution
    Operational Support
    Data Management
    Adaptability
    Professional Demeanour

    Some tips for your application 🫡

    Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to drive 5-star service and manage a team effectively.

    Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Rolls-Royce Headquarters. Mention how your skills align with the job description, particularly in managing client relationships and ensuring high standards of service.

    Showcase Relevant Skills: Emphasise your understanding of Health & Safety practices, as well as your experience with Audio Visual and IT systems. These are crucial for the Front of House Team Leader position.

    Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.

    How to prepare for a job interview at Integral UK Ltd

    ✨Showcase Your Customer Service Skills

    As a Front of House Team Leader, your ability to deliver exceptional customer service is crucial. Prepare examples from your past experiences where you went above and beyond for customers, highlighting your problem-solving skills and ability to handle complaints effectively.

    ✨Demonstrate Leadership Qualities

    This role requires strong leadership skills. Be ready to discuss your experience in managing teams, conducting one-on-ones, and how you motivate others. Share specific instances where you successfully led a team to achieve high standards of service.

    ✨Familiarise Yourself with the Company Culture

    Understanding the culture at Rolls-Royce and JLL is key. Research their values and mission statement, and think about how your personal values align with theirs. Be prepared to discuss how you can contribute to fostering a positive work environment.

    ✨Prepare for Scenario-Based Questions

    Expect scenario-based questions that assess your ability to handle various situations, such as managing multiple service lines or dealing with difficult clients. Practice articulating your thought process and decision-making skills in these scenarios.

    Front of House Team Leader
    Integral UK Ltd
    Location: London
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