Head of Reception Services

Goodenough College offers a vibrant and secure environment, accommodating approximately 700 international post-graduate students and their families. The College is currently looking for a proactive and experienced Head of Reception Services to lead our front-of-house operations and manage day-to-day security needs across both College buildings.

As the Head of Reception Services, you will be responsible for managing our 24/7 reception services, ensuring compliance with the National Code, and implementing best practices for a diverse range of clients. Your role will encompass key operational responsibilities, including fire safety, security, and team performance management . You will work closely with the Estates team to maintain the College’s physical estate and ensure a high standard of service delivery. The role requires some evening and weekend work to ensure the delivery of high-quality 24/7 reception services, with rostered attendance on site .

Key Responsibilities:

• Front-of-House Management: Oversee the efficient delivery of reception services, working closely with Duty Managers to embed high service standards.
• Customer Service Excellence: Establishing customer service standards and procedures in line with the National Code.
• Operational Management: Manage the demands of seasonal accommodation, support the College with statutory and regulatory compliance for fire and building safety, and oversee day-to-day security operations.
• Team Leadership: Lead and manage the Reception team, ensuring consistent service delivery and addressing performance issues.
• Fire Safety: Act as Head Fire Marshal, plan and execute building evacuations, and conduct regular fire safety inspections.
• Compliance and Reporting: Train staff on building safety, manage compliance activities, and report on service performance and safety incidents.

Person Specification:

• Proven experience in managing public-facing services and delivering service improvements.
• Strong leadership skills with experience in managing and motivating teams.
• Knowledge of fire safety management in residential or commercial buildings.
• Excellent interpersonal, communication, and analytical skills.
• Experience in budget management and business planning.
• (Desirable) Professional qualification in facilities or hospitality management.
• (Desirable) Membership of a recognized institute (e.g., IWFM, Institute of Hospitality).

This is a unique Reception/Front of House management opportunity with diverse responsibilities. Applicants are encouraged to read the full job description to ensure they understand the additional responsibilities involved before submitting their application. This can be found in the job vacancies section on Goodenough College website (please scroll down to the bottom of the web page to find the link to the job vacancies section).

To apply, please send your CV, with a covering letter (maximum two sides) setting out your suitability for the role, relevant experience and skills and your motivation for applying. CVs sent without this cover letter will not be considered.

Closing date is 11am on 28 March 2025 . We may close the vacancy early if we receive a high number of applicants.

Applicants must provide evidence of the right to work in the UK.

Goodenough College is committed to and proud of its equality of opportunity and diversity in employment. We welcome all applicants. If invited to interview, please let us know of any specific access requirements you may have.