At a Glance
- Tasks: Lead the front of house team and ensure exceptional customer service.
- Company: Join a dynamic workplace focused on delivering 5-star experiences.
- Benefits: Competitive salary, professional development, and a vibrant work environment.
- Other info: Flexible working hours with opportunities for creativity and innovation.
- Why this job: Be the face of the company and create lasting impressions for visitors.
- Qualifications: Experience in 5-star customer service and strong leadership skills.
The predicted salary is between 31500 - 38500 £ per year.
Purpose of the Role
Overall, Purpose/Aim
Based on Ropemaker Place, 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 creating 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 that which is related to the FOH Service Delivery.
- To be 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 SOP’s, 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 that which relates to absenteeism.
- 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 in ensuring you 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 of the 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 is not to 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 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 havefull range of Microsoft applications inc. Word, Excel, Power Point and Access Outlook.
Desirable
Management experience in the 5* Customer Service industry.
Proficient in full range of Microsoft applications inc. Word, Excel, Power Point and Access Outlook.
Knowledge on 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
- #LI-DNI
Front of House Manager in London employer: Savills
Savills is an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation within the dynamic real estate sector. Employees benefit from comprehensive professional development opportunities and a supportive environment that encourages personal growth, making it an ideal place for those looking to make a meaningful impact in B2B marketing.
StudySmarter Expert Advice🤫
We think this is how you could land Front of House Manager in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Savills. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Savills
Don't be shy about reaching out to Savills directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Front of House Manager in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Savills and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Savills
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
