Front of House Manager - Ropemaker Place, London

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 and create a lasting impression to all. You will be required to organise weekly pop‑ups for the tenants as well as take charge of the Ropemaker 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.
• You will be responsible for managing trusted service partners when applicable to the Reception and common lobby area – including service delivery of Security, Reception and housekeeping standards with the cleaning team.
• You will assist the General Manager/ Assistant Property Manager on all matters related to the FOH Service Delivery.
• To be the main point of contact to all occupiers for FOH related queries, complaints or general operations.
• You will develop, review and maintain Front of House Service SOPs, Manuals and Health & Safety.
• You will be responsible for directly managing the Reception Team – ensuring 5* service is delivered at all times.
• You will be responsible for sickness management and return‑to‑work reviews, self‑certs, absence management and related absenteeism matters.
• To confidently conduct one‑to‑one meetings, monthly service reviews, investigations, disciplinary meetings, and manage your team effectively on all operations.
• To partake in Building Management meetings, delivering Front of House updates which includes Contractor management details and changes.
• Attend Monthly Reception Services Meeting with RS Management and General Management.
• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever‑evolving FOH Service.
• Personal appearance is to be of a very high standard at all times.
• A courteous, professional, helpful nature must be displayed at all times.
• If a uniform is supplied it must be kept in an acceptable and clean condition at all times. You will also be responsible for ensuring your team upholds the same standards.
• To carry out duties in accordance with instructions by your Reception Services Line Manager, General Manager/APM/Property Coordinator.
• Establish a professional working relationship with all staff, tenants and contractors of the property or properties and be the first point of contact for the building.
• When required you will be expected to lobby host in the Reception area and welcome visitors into the Building.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone and on‑site intercom system for all tenant queries in a professional manner.
• To maintain a physical presence at the reception desk; it must not be left unmanned at any time during reception operating hours.
• To carefully complete all log reports that may be required by the employer or the building manager.
• To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met.
• To 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.
• To be aware of and abide by all rules, terms and conditions of the company at all times.
• Carrying out Operational Checks and process reviews with a hands‑on approach and visible floor presence across all customer‐facing areas.
• To implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.
• Attending with the Building Management and incident/operational issues as required when directly related to the delivery of front of house services.

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 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 for events, awareness days, and initiatives to improve service levels.
• You will have full range of Microsoft applications incl. Word, Excel, PowerPoint and Access Outlook.

Desirable

• Management experience in the 5* Customer Service industry.
• Proficient in full range of Microsoft applications incl. Word, Excel, PowerPoint and Access Outlook.
• Knowledge of Savills systems.
• The candidate attributes detailed above are considered to be non‑essential although training will be provided on more technical aspects of the role.

Working Hours - 7.30am-4.30pm / 8.00am – 5.00pm / 9.00am – 6.00pm

Salary - £40,000