Team Lead - 2 Gresham in City of London

Overall Purpose:

We are seeking an exceptional Team Lead - Front of House to join a prestigious corporate building. This high-profile site enjoys significant visibility and welcomes tenants, senior clients, and visitors on a regular basis.

The successful candidate will be a natural people person with a passion for delivering outstanding customer service and building positive relationships with occupiers, visitors, and clients. You will lead a team of two by example, ensuring the highest standards of professionalism, hospitality, and service excellence at all times.

You will be sharing the desk with security and manage two reception desks.

Duties and Responsibilities:

• Oversee Front of House operations across two reception areas within the building.
• Act as the primary point of contact for occupiers, visitors, clients, and service providers, responding to enquiries promptly, professionally, and efficiently.
• Deliver a welcoming and seamless visitor experience, following all Stand and Greet procedures in line with St James standards.
• Manage high volumes of visitors in a calm, professional, and customer-focused manner.
• Handle incoming telephone calls, directing enquiries appropriately, taking accurate messages, and resolving issues effectively.
• Support back-of-house operations, including the management and distribution of access passes when required.
• Lead, motivate, and manage your team member, ensuring exceptional service standards are maintained at all times.
• Support and develop your team member through regular performance reviews, probation meetings, return-to-work interviews, coaching, and counselling where required.
• Manage and maintain reception rotas, monitor planned absences, and coordinate cover arrangements with management.
• Ensure all team members are professionally presented, correctly attired, and adhere to company standards and policies.
• Build and maintain strong relationships with occupiers, clients, visitors, and landlords.
• Assist guests, occupiers, and visitors with queries, comments, and requests in a knowledgeable and professional manner.
• Manage difficult situations and distressed callers or visitors with confidence, empathy, and professionalism.
• Promote occupier engagement initiatives, events, and building amenities in a professional and engaging manner.
• Produce and distribute daily handovers, weekly reports, monthly reports, and other management information as required.
• Maintain and regularly update operational resources, including the St James Manual, occupier procedures, reception folders, contact databases, and telephone directories.
• Carry out general administrative duties, including word processing, photocopying, stationery ordering, and facilities administration.
• Collate and deliver accurate operational reports for clients and senior management.
• Review and enhance Front of House standards, procedures, and best practices to ensure service excellence.
• Support the implementation of new systems, software upgrades, and process improvements.
• Ensure events, promotions, and occupier engagement activities are presented and delivered to a high standard.
• Monitor the communal coffee station and refreshments for the building, ensuring it is always up to code, operational and presentable. Ordering supply stock when required. Offering refreshments to guests as required.
• Ensure full compliance with all St James policies, procedures, codes of conduct, and Health & Safety requirements.
• Be fully conversant with emergency procedures and support the implementation of health, safety, and environmental legislation.
• Report accidents, incidents, and concerns promptly and in accordance with company procedures.
• Maintain a professional presence and be in position to welcome guests at the agreed operational times.
• Respond flexibly to changing business needs and client requirements.
• Maintain positive working relationships with colleagues and service partners.
• Undertake any other duties reasonably required to support clients, customers, colleagues, and the wider business.

Knowledge and Skills:

• Proven experience in a Front of House, Reception, Hospitality, Workplace Experience, or Customer Service leadership role.
• Previous experience managing teams and performance processes.
• Excellent communication and relationship-building skills.
• Strong administrative and reporting capabilities.
• Highly organised, proactive, and customer focused.
• Able to remain calm under pressure while maintaining exceptional service standards.
• Confident using workplace technology, databases, and engagement platforms.
• Strong organisational and administrative abilities, with excellent attention to detail.
• A professional, positive, and proactive approach to work.
• Excellent timekeeping, reliability, and punctuality.
• Innovation and creativity.
• Tact and diplomacy.

Personal Attributes:

• Friendly, professional, and approachable.
• Highly organised and detail-oriented.
• Confident in dealing with senior stakeholders and VIP visitors.
• Calm under pressure and capable of managing multiple priorities.
• Customer-focused with a genuine passion for service excellence.
• Reliable, adaptable, and committed to maintaining the highest professional standards.

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