Front of House Coordinator - Underwood Works, Shoreditch Operations · Underwood Works

Purpose of the Role

The main purpose of the role is to maintain a presence on the front of house area in addition to common areas between reception and the common area. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants and clients. You will be a customer service professional, have a positive and bubbly personality and have natural flair with service delivery. You will adopt a ‘One Team’ approach, ensuring that all Trusted Service Partners work as one in the Customer Journey. You will deliver and promote others to deliver exceptional service creating a lasting impression to all. You will be required to organise regular pop‑ups for the tenants promoting awareness content as well as take charge of the app events and discount section by getting the best offers and information.

Key Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times.
• Reception area is kept clean, tidy and welcoming and to five‑star audit standards.
• Actively participate in the training of cover staff.
• Manage trusted service partners when applicable to the reception and common lobby area – including service delivery of housekeeping standards with the cleaning team.
• Be the main point of contact to all occupiers for FOH related queries, complaints or general operations.
• Develop, review and maintain Front of House Service SOP’s, Manuals and Health & Safety.
• Partake in Building Management meetings, delivering Front of House updates which includes Contractor management details and changes.
• Attend Monthly Reception Services Meeting with RFM and Operations Manager.
• Bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving FOH Service.
• Maintain a very high standard of personal appearance at all times.
• Display a courteous, professional, helpful nature at all times.
• If a uniform is supplied, keep it in an acceptable and clean condition at all times.
• Carry out duties in accordance with instructions by your Reception Services Line Manager, Operations Manager/Supervisor/RFM.
• Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
• Promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• Answer the telephone and on‑site intercom system for all tenant queries in a professional manner.
• Maintain a physical presence at the reception desk, it is not to be left unmanned at any time during building opening hours.
• Acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during Building Management absence.
• Carefully complete all log reports that may be required by the employer or the building manager.
• Comply with and ensure that the landlord obligation for health and safety and fire precautions are always met.
• Ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures.
• Be aware of and abide by all rules, terms and conditions of the company at all times.
• Carry out Operational Checks and process reviews with a hands‑on approach and visible floor presence across all customer facing areas.
• Implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.
• Create a community within the building and take ownership of the enlivenment piece, including events management.
• Attend with the Building Management and incident/operational issues as required when directly related to the delivery of front of house services.
• Take ownership of the current building web platform including visitor management system, Helpdesk, mobile application, and associated occupier supporting systems.
• Acknowledge and action helpdesk jobs as they are being submitted and communicate them to the required department when necessary.
• Manage events and enlivenment and engage with occupiers to offer lifestyle and concierge services.
• Work within the RISE methodology to adopt Savills core principles of service delivery that aligns with the Property (5Es).

Skills, Knowledge and Experience

It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

• You will have previous experience in the 5* Customer Service industry.
• You will be confident, professional and assertive.
• You will have a friendly, bubbly personality whilst remaining professional at all times.
• You will be acutely aware of your surroundings and occupiers – ensuring that service levels do not drop, and all visitors/occupiers are seen to in a timely manner.
• You will understand the importance of 5* Service delivery.
• You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.
• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.

Desirable

• Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.
• Experience with Canva.
• Knowledge on Savills systems.

Working Hours - 40 hours per week, 8.00am‑5.00pm

Salary - £38,000