FOH Supervisor Bank Street

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories. We're seeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.

The role of a Front of House Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence as a role model and to drive Guest Services Ambassadors and Coordinators to provide seamless visitor experience, and all reception duties are attended to. A highly self-motivated individual who has an instinctive customer-centric approach that anticipates our HSBC colleagues & customer’s needs in line with the CX vision “enabling opportunities for everyone to flourish.”

Working hours/pattern: Monday to Friday on a rotational basis, 40 hours per week. Flexibility is essential to support events and key business activity.

Key responsibilities:

• To ensure that all visitors experience service excellence consistently, with the Guest Service Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey.
• To collate customer feedback on an ongoing basis via Corrigo and follow-up with customers to ensure resolution.
• To ensure accurate information is available for Guest Services Ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts.
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises.
• Monitoring mobile reception technology to ensure functionality and Guest Services Ambassadors are delivering service fluently and in harmony with Vgreet.
• Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution.
• Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs.

Leadership Accountability:

• To lead the team’s awareness of business and team activity with regular and ad-hoc communication.
• Strategically rota the team according to VIP events and transfer floor meetings.
• Provide administration support, having full working knowledge of Asure visitor management, room and desk booking system to support guests or HSBC colleagues with any queries.
• Ensure meeting rooms are kept to the required standards and ready for use at all times using the Corrigo FM process.
• Ensure that all times the Guest Services team are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform.
• Organise excellence-audits and scorecards of the Guest Services areas to ensure reception desks/ Vgreet, guest waiting areas and client suites are always maintained to highest standards of tidiness and cleanliness.
• Support a culture of continuous learning within the team, supporting them on their journey of being a customer services professional with short takes etc with the Front of House Supervisor being the “trained trainer.”

Proactive Guest Services Operation and Communication:

• Adaptable to work throughout the Guest Services operation including main building reception, internal reception spaces and Guest Services Hub providing leadership support appropriately.
• Communicate effectively with the management team, displaying accuracy and attention to detail both in verbal and written communication.
• Maintain a strong awareness of business activity communicating all updates with Guest Services Ambassadors whilst building strong and lasting relationships.
• Escalate any new / ongoing / potential issues and complaints to the Guest Services Deputy Manager so that they are addressed accordingly.
• Organise the training of new Guest Services team members including induction plans and reviews.
• To support and guide all Guest Service Ambassadors and Coordinators with their daily tasks and personal development, to help improve each individual and overall service standards for the client.

Person Specification/Requirements:

• At least 2 years' experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline.
• Self-motivated service leader committed to driving service excellence.
• Possesses fluency in leading reception services and standard operating procedures, together with in-house meeting reservations procedures, and other internal/external communication methods.
• Ability to demonstrate empathy, excellent customer service and practical skills.
• Operational knowledge of all reception services and standard operating procedures.
• Must have excellent organisational skills and good attention to detail.
• Professional and high standard of overall communication.
• Should have an excellent and positive “can do attitude” and be a great team player and leader.
• Able to work in a busy and pressurised environment providing a discreet and personalised service.

From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the company at all times along with being present in the workplace at critical times of operation.

Location: On-site – London, GBR.