Front of House Manager - One Angel Court, London Management · One Angel Court

Purpose of the Role

The main purpose of the role is to maintain a presence in the front-of-house area, as well as in the common areas between reception and the anchor tenant’s ground floor reception. This includes overseeing the shared common spaces. You will be expected to assist all individuals visiting or using the building—from daily visitors to permanent tenants and clients.

You should be a customer service professional with a proactive, dynamic personality and a natural flair for delivering exemplary service. A ‘One Team’ approach is essential, ensuring all Trusted Service Partners work seamlessly together to enhance the customer journey. You will lead by example, demonstrating exceptional service levels and inspiring others to do the same, leaving a lasting positive impression on all guests and occupiers.

Key Responsibilities

• Ensure the highest standards of presentation are maintained throughout the property to reflect the 5* Savills experience.
• Proactively lead the visitor experience, including lobby hosting, advance planning for personalised welcomes, concierge services, and organising the team for maximum effectiveness during VIP and group visits.
• Manage two FOH professionals and their duties, including meeting room booking, meeting room readiness, assisting with IT/AV setup, and taking on the duties yourself where required.
• Work closely with the occupiers’ reception teams to ensure a seamless customer journey.
• Serve as the main point of contact for all occupiers regarding Front of House (FOH) related queries, complaints, or general operations.
• Curate events and enlivenment initiatives, engaging with occupiers to deliver lifestyle and concierge services both in person and through the building app.
• Create posters, marketing materials, and announcements to promote building updates and upcoming events.
• Prepare PowerPoint presentations for monthly service reviews and carry out ad hoc duties as required by the Operations Portfolio Manager and Property Management team.
• Develop, review, embed, and maintain FOH Service Standard Operating Procedures (SOPs), manuals, and Health & Safety documentation, while routinely updating the FOH Handbook.
• Take direct responsibility for managing the Reception Team, ensuring consistent delivery of five-star service.
• Manage all aspects of staff absence, including sickness reporting, return-to-work reviews, self-certification, and absenteeism.
• Conduct one-to-one meetings, monthly service reviews, investigations, and disciplinary meetings, ensuring effective team leadership across all operational areas.
• Participate in Building Management meetings, providing FOH updates, including details of contractor management and operational changes.
• Attend monthly Reception Services meetings with RS Management and General Management.
• Continuously bring forward service innovations and improvements to ensure the FOH service evolves in line with expectations.
• Maintain a consistently high standard of personal appearance and ensure your team maintains these standards.
• Carry out duties in accordance with instructions from your Reception Services Line Manager, Building Manager or Surveyor.
• Establish and maintain a professional working relationship with all staff, tenants, and contractors.
• Promptly assist and direct all visitors, ensuring they reach their intended contact or location within the building.
• Answer telephones and on-site intercom systems in a courteous and professional manner.
• Maintain a constant presence at the reception desk; it must not be left unattended during building operating hours.
• Develop a strong knowledge of the local area and provide a concierge-style service.
• Accurately complete all required log reports as directed by the employer or Property Manager.
• Ensure full compliance with Health & Safety and fire regulations.
• Remain aware of and compliant with all company rules, terms, and conditions.
• Conduct operational checks and process reviews with a hands-on approach.
• Perform regular soft service inspections to ensure high standards across various services.
• Build a sense of community within the building and take ownership of the enlivenment programme.
• Oversee all Level 7 operations and work closely with management to develop innovative solutions.
• Support Property Management during incidents or operational issues directly affecting FOH service delivery.
• Assist the Property Management team with the operation and ongoing development of the tenant portal, Visitor Management System, and building app.

Skills, Knowledge and Experience

Due to the nature of work at SMR, tasks and responsibilities can often be unpredictable and varied. As such, all staff are expected to work flexibly when required.

Essential:

• Management experience in the 5-star customer service industry, ideally within corporate guest services or luxury hospitality.
• Confident, professional, and assertive, with excellent attention to detail.
• Friendly, engaging, and approachable personality while maintaining professionalism.
• Experience working in a luxury environment, delivering boutique-level services.
• Highly aware of surroundings and occupiers, ensuring high service levels.
• Deep understanding of 5-star service delivery and exceptional hospitality skills.
• Able to handle difficult visitors and situations with professionalism.
• Creative and forward-thinking, contributing ideas to improve service delivery.
• Proficient in the full suite of Microsoft Office applications.

Desirable:

• Familiarity with Savills internal systems and processes.
• Proficiency in design and content-creation tools such as Canva and Adobe Creative Suite.

Working Hours: 40 hours a week. 8am-5pm, 8:30am-5:30pm & 9am-6pm

Salary: £44,237.44