Front of House Manager - Woolgate, London Operations Woolgate Exchange

Purpose of the Role The main purpose of this role is to maintain a professional and visible Front of House presence across the reception area, communal spaces and key customer-facing areas within the building and ensure the community outreach and engagement is maintained as a priority.

You will provide assistance and support to all occupiers, visitors, clients and contractors, ensuring every interaction reflects exceptional customer service, professionalism and attention to detail.

You will be a customer service professional with a positive and approachable personality, demonstrating a natural flair for luxury service delivery and creating a welcoming, engaging environment for all building users.

Working as part of a 'One Team' approach, you will collaborate with all Trusted Service Partners to ensure a seamless customer journey and consistent service standards.

You will lead by example, promoting a culture of teamwork and service excellence while managing and developing the Front of House team and supporting the planning and delivery of engaging occupier and community events and initiatives, whilst curating and promoting the Building App.

Key Responsibilities Customer Experience & Occupier Engagement

• Lead the delivery of an exceptional, five-star hospitality experience within a prestigious commercial building, ensuring every interaction reflects professionalism, warmth and operational excellence.
• Act as the face and ambassador of the building, creating a seamless and memorable journey for occupiers, visitors, contractors and clients from arrival through to departure.
• Champion a proactive, hotel-inspired approach to Front of House services, continuously seeking opportunities to enhance the occupier experience and exceed customer expectations.
• Create a welcoming environment that gives the building its own unique identity and personality, ensuring occupiers feel valued and connected to the workplace community.
• Build and maintain strong relationships with occupiers, understanding their individual requirements, anticipating their needs and proactively responding to feedback.
• Act as the primary point of contact for all Front of House-related enquiries, service requests, complaints and operational matters, ensuring prompt resolution and exceptional customer service.
• Lead by example through visible lobby hosting using the IPad, actively engaging with occupiers and visitors throughout the day and encouraging the team to deliver a personalised, hospitality-led experience rather than a traditional reception service.
• Manage all Front of House communications, including telephone, digital and face-to-face enquiries, ensuring a consistently professional, efficient and customer-focused approach.
• Lead the planning and delivery of the building's occupier engagement strategy by developing and maintaining a structured annual calendar of events, wellbeing initiatives, networking opportunities, charity partnerships and community activities.
• Build strong relationships with local businesses, charities and community organisations to introduce meaningful partnerships, concierge-style services and initiatives that add value to the occupier experience.
• Continuously gather and analyse occupier feedback, identifying trends and implementing service improvements that enhance satisfaction and strengthen the building's reputation.
• Front of House Leadership & Service Delivery
• Provide visible leadership to the Front of House team, fostering a culture of accountability, professionalism, collaboration and exceptional customer service.
• Ensure the highest standards of presentation are maintained across all customer-facing areas, including the reception, main lobby, Level 9 Pavilion and Terrace, End of Journey facilities and meeting spaces, consistently achieving five-star audit standards.
• Lead, coach and develop the Front of House team through effective recruitment, induction, training, one-to-one meetings, probation reviews, performance management and personal development planning.
• Manage all employee relations matters, including absence management, return-to-work interviews, investigations, disciplinary processes and performance improvement plans, ensuring compliance with company policies and procedures.
• Develop, maintain and regularly review Front of House Standard Operating Procedures, reception manuals, service standards and Health & Safety documentation to support operational excellence and continuous improvement.
• Ensure reception operations are effectively managed at all times, maintaining appropriate staffing levels and ensuring the reception area is never left unattended during operational hours.
• Promote a proactive service model where team members are visible within the lobby, engaging with occupiers, welcoming visitors and supporting the overall customer journey.
• Hospitality Leadership & Service Excellence
• Champion a luxury hospitality culture inspired by premium commercial buildings and five-star hotels, setting the benchmark for customer service within the property.
• Lead by example, ensuring every customer interaction demonstrates professionalism, warmth, confidence, discretion and genuine hospitality.
• Understand the building's demographic and adapt services accordingly, ensuring the Front of House experience continues to evolve in line with occupier expectations and the Building App is tailored to their needs.
• Encourage innovation by identifying opportunities to enhance customer touchpoints, improve service delivery and create memorable occupier experiences.
• Position the Front of House team as trusted hosts and ambassadors for the building, delivering proactive service and building lasting relationships with occupiers.
• Operational Management
• Maintain full operational oversight of all Front of House environments through regular inspections, quality audits and visible floor presence, ensuring the highest standards are consistently achieved.
• Work collaboratively with Security, Housekeeping, Engineering, Maintenance and all other service partners to ensure seamless service delivery across all customer-facing areas.
• Hold contractors and service partners accountable for agreed service levels, confidently challenging poor standards and ensuring actions are completed to a satisfactory standard.
• Conduct regular soft services inspections, reviewing housekeeping, reception standards, security, waste management, landscaping and customer-facing facilities, increasing the frequency of inspections where necessary.
• Maintain accurate operational records, reports, audits and building logs in accordance with company procedures and client requirements.
• Develop a thorough understanding of building systems, operational procedures and emergency protocols to effectively support the Building Management team when required.
• Digital Engagement & Building App Management
• Take full ownership of the building app as a key Front of House responsibility, ensuring it remains engaging, informative and relevant to occupiers.
• Be responsible for enhancing digital occupier engagement by positioning the Building App as a useful, engaging and relevant communication platform, increasing user participation through high-quality content, promoting building news, events, community activities, wellbeing initiatives, local businesses, lifestyle services and concierge offerings.
• Work in partnership with the Building Management team to continuously develop the tenant portal, Visitor Management System and Building App, taking ownership of all Front of House-related content and functionality.
• Maximise the use of 'Connect', the FOH Teams Channel and other digital communication platforms to promote best practice, showcase innovative ideas, strengthen connections across Savills community, set the benchmark for service excellence, and raise the profile of the building.
• Monitor app usage, analyse engagement data and implement strategies to increase participation and improve the overall digital customer experience.
• Community & Enlivenment
• Create a vibrant workplace community by developing and delivering a structured occupier engagement strategy that enhances the overall workplace experience.
• Produce and manage an annual events calendar incorporating seasonal celebrations, networking opportunities, charity initiatives, wellbeing campaigns, cultural events and pop-up activations.
• Build and maintain relationships with local organisations, retailers, hospitality providers and community groups to deliver innovative events and exclusive occupier benefits.
• Continuously research emerging workplace and hospitality trends, identifying new opportunities to enhance the building's enlivenment programme and customer experience.
• Take ownership of the management and coordination of the Level 9 Pavilion and Terrace, ensuring the spaces are maintained to the highest standards and delivered as exceptional event and hospitality environments.

This includes overseeing event set-up, coordinating logistics, liaising with event organisers and occupiers to understand requirements, and ensuring all arrangements are planned and executed seamlessly.

• Manage the full event lifecycle, including gathering event requirements in advance, coordinating with internal teams and service partners, ensuring all relevant documentation is completed and shared with the Building Management team, and maintaining clear and proactive communication throughout the planning and delivery process.
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