Front of House Workplace Lead

The Front of House Workplace Lead will own the front of house service delivery by the Workplace team at this prestigious corporate location in central London. You will inspire and lead a team of Workplace Hosts and Security Officers that will work over 7 days, ensuring exceptional 5 service delivery for all building users, clients and visitors. You will be responsible for delivering a major service transformation, so adaptability, flexibility, a hands on approach and all round "do what it takes" mentality will be key to being successful. Being able to take quick decisions and having the confidence to own them is key. Suited to an established operator, who possesses strong relationship building skills and demonstrable experience at managing senior stakeholder relationships will be paramount to your success. You will be genuinely passionate about providing an exceptional service experience across all building touchpoints, and know what 5 hotel concierge style looks like. You will act as

the interlock between all workstreams, and serve as right hand support to the Facilities Manager and Account Director. It’s a fantastic opportunity! Job Objectives and Responsibilities:

• Manage the transformation process to implement the agreed colleague experience, workplace, and security strategy

• Consult with our clients, colleagues, and visitors, to improve their onsite experience – manage service NPS to identify and map action plans to improve the experience

• Line management and supervision of the workplace team

• Manage, recruit, train and coach a diverse team of individuals delivering front of house, facilities assistant, concierge, and security services to drive a proactive personalised service across the building

• Utilise a "hands on" approach whilst maintaining a strategic eye for the development of the business, and team members.

• Support the site Facilities Manager to deliver our contractual service requirements and act as the link between the FM and visitor experience, and be SPOC (single point of contact) for all building related issues

• Demonstrate a high level of leadership in overseeing the building user experience and ensuring continuous customer satisfaction.

• To ensure the working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site

• Proactively identity improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change.

• Proven track record of senior leadership experience with full performance accountability of your team over several years within high end modern corporate workplaces, elite members clubs, and 5* hotels

• Strong foundation of knowledge across reception services, service governance, HR processes, and office related health and safety procedures

• Familiar with working to prescribed contractual scopes and MSAs

• Skilled at handling a large volume of enquiries, work orders, emails and data over multiple platforms and devices

• Proven experience collaborating with multiple workstreams towards a joint goal of delivering service excellence

• Proactive, organised and meticulous – passionate about Customer Experience

• Demonstrable experience transforming service delivery to meet new and improved standards

• A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey

• Immaculate grooming, personal presentation and sense of style

• Comfortable and able to work in a high pressured environment where no 2 days are the same

• Mon to Fri in the office, this is not a WFH role, * Accountability and responsibility: Take responsibiity for your actions and understand the importance of meeting deadlines and completing tasks

• Personal organisation: The ability to be organised, prioritise activities, multi-task and deliver work on time so that the role can be completed efficiently and effectively.

• Prioritisation: The ability to arrange activities in order of their importance, to designate something more important than other things to meet delivery commitments.

• Initiative: The ability to identify a problem or opportunity and think and act promptly to overcome the obstacle and deliver positive change.

• Engaging with the Customer: The desire to help or serve a customer, to engage with customers in a professional manner, listen carefully to understand their needs and remain calm and tolerant throughout all customer interactions.

• Communication: The ability to deliver clear & well thought out messaging that inspires and enables business critical decision making.

• Problem solving: The requirement to analyse a problem, generate options and make recommendations in order to arrive at an appropriate solution.

• Attention to detail: The ability to allocate cognitive abilities to achieve thoroughness and accuracy in the pursuit of quality.