At a Glance
- Tasks: Lead a team to deliver exceptional customer service and create memorable visitor experiences.
- Company: Join JLL, a global leader in real estate shaping a better future.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Flexible working hours and opportunities for personal development.
- Why this job: Be part of a fast-paced team making a real impact in the financial services sector.
- Qualifications: 2+ years in Front of House roles with strong leadership and customer service skills.
The predicted salary is between 31500 - 38500 £ per year.
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. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
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.
FOH Supervisor Bank Street in London employer: NAB-Jones Lang LaSalle Services
NAB-Jones Lang LaSalle Services is an excellent employer, offering a dynamic work culture that values teamwork and professional growth. Located in the vibrant city of London, employees benefit from competitive salaries, comprehensive benefits, and opportunities for skill development in a supportive environment, making it an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
NAB-Jones Lang LaSalle Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land FOH Supervisor Bank Street in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NAB-Jones Lang LaSalle Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NAB-Jones Lang LaSalle Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace FOH Supervisor Bank Street in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NAB-Jones Lang LaSalle Services:Your cover letter is your chance to shine! Tell us why you want to work at NAB-Jones Lang LaSalle Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NAB-Jones Lang LaSalle Services!
How to prepare for a job interview at NAB-Jones Lang LaSalle Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
