At a Glance
- Tasks: Lead the Guest Experience team and ensure exceptional service at the reception.
- Company: Join St James Facilities Services Limited, a leader in guest experience.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Opportunity for career growth in a supportive and collaborative atmosphere.
- Why this job: Make a real impact by enhancing guest experiences and leading a passionate team.
- Qualifications: Experience in team management and customer service is essential.
The predicted salary is between 30000 - 42000 € per year.
Join to apply for the Guest Experience Team Lead role at St James Facilities Services Limited
Overall Purpose
The Guest Experience Team Leader will be permanently based on the reception desk(s) covering the front of house function. In addition, the Guest Experience Team Lead will be responsible for additional reception desks within the client Building/Estate. As Guest Experience Team Lead you represent St James and St James clients. You will have ownership and accountability for the reception area and its environment. You will be responsible for managing, leading and developing your team.
Duties And Responsibilities
- Take full ownership of the reception and all associated areas, including any additional reception areas associate with the Building/Estate
- Ensure that the Reception areas are kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the Building/Estate
- Collate and deliver accurate reports on all aspects of information as requested from the client and senior management
- Review existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services
- Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required
- Manage and promote the implementation for any change, upgrade or advancement in software systems
- Ensure that the team functions to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs
- Ensure that the team are correctly attired and project a professional image at all times
- Maintain the visitor electronic pass system and other client facing areas e.g. fault reporting
- Attend and take minutes at management meetings when required
- Interview potential team members for the building/estate
- Meet and greet guests and visitors, providing exceptional service
- Assist guests and visitors, occupiers and clients with queries, comments and suggestions in a knowledgeable and professional manner
- Receive and answer calls promptly and efficiently, identifying the caller’s requirements and transferring calls as appropriate
- Manage difficult calls and/or distressed callers in a calm and professional manner
- Report accidents or incidents where appropriate
- Perform administrative duties including word processing, photocopying, ordering stationary, post, couriers and facilities management tasks as required
- Lead, manage and develop the FOH team
- Conduct annual appraisals and performance management requirements for the FOH team; identify training needs and assist in their skills and development
- Maintain good working relationships with colleagues
- Adhere to St James policies and procedures, code of conduct and be fully conversant with emergency procedures in relation to Health & Safety
- Ensure compliance with all current statutory legislation in respect of health and safety and the environment
- Any other duties as deemed necessary to support the client, customer, colleagues and St James
Knowledge
- Previous experience in managing and leading a team
- Proven working knowledge of customer service experience
- Previous experience is essential in a similar corporate background
- Excellent command of the English language, both verbal and written
- Working knowledge of IT with experience of using Microsoft Office
Skills
- Management skills as well as a collaborative approach
- Good interpersonal skills, flexible to work with a range of styles and personalities and according to business demands
- Excellent customer service skills
- Strong efficiency and motivation
- Excellent organisational skills
- Excellent punctuality
- Outgoing and can do attitude
- Innovation and creativity
- Tact and diplomacy
- Proactive and helpful
Seniority level
- Mid‑Senior level
Employment type
- Contract
Job function
- Other
Industries
- Hotels and Motels
Guest Experience Team Lead in City of London employer: St James Facilities Services Limited
St James Facilities Services Limited is an exceptional employer that prioritises employee development and a collaborative work culture. As a Guest Experience Team Lead, you will enjoy a supportive environment where your leadership skills are nurtured, and you have the opportunity to make a significant impact on guest satisfaction. With a focus on professional growth and a commitment to maintaining high standards, St James offers a rewarding career path in a dynamic setting.
Contact Detail:
St James Facilities Services Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Team Lead in City of London
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with guests and what values they promote. This will help you tailor your responses and show that you're a great fit for the Guest Experience Team Lead role.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle difficult calls or guest complaints. Role-playing these situations can boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insider tips about the interview process and what it’s really like to work at St James Facilities Services. They might share valuable insights that could give you an edge.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’d be perfect for the Guest Experience Team Lead position.
We think you need these skills to ace Guest Experience Team Lead in City of London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for guest experience.
Tailor Your Application:Make sure to tailor your application specifically for the Guest Experience Team Lead role. Highlight your relevant experience in managing teams and delivering exceptional customer service, as this is what we’re looking for!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on your key achievements that relate to the job description.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at St James!
How to prepare for a job interview at St James Facilities Services Limited
✨Know the Company Inside Out
Before your interview, make sure you research St James Facilities Services Limited thoroughly. Understand their values, mission, and the specific services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Guest Experience Team Lead, you'll be managing a team. Prepare examples from your past experiences where you've successfully led a team or handled difficult situations. Highlight your management style and how you motivate others to achieve high standards.
✨Demonstrate Exceptional Customer Service
Customer service is at the heart of this role. Be ready to discuss scenarios where you've gone above and beyond for a customer. Use the STAR method (Situation, Task, Action, Result) to structure your answers and illustrate your commitment to providing exceptional service.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, expectations for the role, and how success is measured. This shows that you're not just interested in the job, but also in how you can contribute to the company’s success.
