Front of House Team Leader

Job title:

Front of House Team Leader

Company

Jones Lang LaSalle

Job description

JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.Front of House Team Leader – 40hrs Monday – FridayMain Duties

• Driving 5-star customer service excellence through training and day-to-day line management at Kings Place, London
• To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard
• Management of the meeting room set-up
• Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
• To support the Service Level Agreement by ensuring that all site activities are carried out effectively.
• Build and maintain relationships with local site clients and act as escalation point for any Front of House/ Events issues.
• To ensure customer requests are dealt with efficiently and effectively.
• Assist in liaising with multiple service lines (cleaning, maintenance, catering) to ensure delivery of quality of service.
• Assist JLL Facilities and other service line managers with contractor activities and projects.
• Working to contractual KPIs and SLAs.
• Ensure all receptions, events and meeting spaces are set to a defined standard with monthly auditing.
• Develop and work to a standard set of operating procedures and processes.
• Lead and support Emergency Evacuation procedures.
• Raise work and escalate requests through the appropriate systems

Engagement, culture & communication:

• Accountable for creating reports and MI (Management Information) for contract.
• Accountable for the quality of communication and quality of reports being submitted to client, team and business.
• Responsible for driving company culture within their team.
• Responsible for engaging with the wider business – e.g. attends managers forum meetings.
• Responsible for proactively looking for networking opportunities and gets involved where possible.
• Responsible for ensuring the client is fully informed of all relevant information.

Client relationships:

• To be articulate and pre-empt the needs of clients and visitors

• To ensure all guests receive an excellent welcome and that you consistently deliver great service
• Manage Visits Diary
• To demonstrate a can-do attitude towards individual customers requests and strive to exceed customer expectations
• To acquire a good knowledge of all on site services to be able to advise individual customers in line with the needs
• To communicate in a clear, polite, and friendly way to all customers / staff in all departments –reception, cleaning, and maintenance
• To liaise with service providers to ensure delivery of a quality service, on time, to specification
• Collaborate with external vendors and partners to enhance the tenant experience through events and initiative
• Develop effective relationships with external customers
• To ensure customer requests are dealt with efficiently and effectively

Finance & Commercial Awareness:

• Use computer as an effective communication tool, inputting data as requested into excel and word documents
• Produce monthly statistics of utilisations for events, front of house

• Accountable for measuring, meeting and reporting Key Performance Indicators (KPIs) with client input
• Responsible for using KPI output / service reviews to improve service delivery
• Responsible for implementing and maintaining the Standard Operating Procedure (SOP), seeking constant improvement

People & productivity:

• To lead and manage the Customer Support team to deliver a first-class service within Rolls-Royce Kings Place

• Provide support and day-to-day management of the team i.e. annual leave requests, absence reporting, weekly key updates, 1-2-1s etc.
• To cover Reception if required covering holidays and sickness
• Provide a VIP Concierge Service, including “Meet and Greet” and Reception duties
• To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
• To ensure you are immaculately dressed in uniform and adhere to Client and JLL grooming standards
• Assist in any other reasonable duties as required.

Events:

• Provide operational support to internal events
• To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times
• Provide support with co-ordinating events on site and liaising with Catering/hospitality team
• Review customer feedback tracking remedial actions through to closure
• Proactively seek tenant feedback and suggestions for improvement, ensuring high levels of tenant satisfaction.
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• Ensure consistent, high-quality support is supplied to the business consistently

Meeting Rooms Management:

• To be responsible for the meeting room set-up prior to the meeting requests for the following day, including manual handing
• Process meeting room requests, for internal & client meetings.
• Ensure all meeting, conferencing and event spaces within our control are set to a defined standard including dividing rooms and reconfiguring furniture
• Address issues, coordinate with appropriate teams to ensure quick and efficient resolution
• Provide AVIT support for conferences and events
• Maintain and actively utilise a portfolio of information to assist with client queries for example, transport, inter site bus & car parking.
• Conduct building orientation sessions to familiarise new tenants with building protocols and services.
• Collaborate with external vendors and partners to enhance the tenant experience through events and initiatives.

HSSE and wellbeing:

• Work to and periodically review a standard set of operating procedures

• Support Emergency Evacuation procedures
• Carry out the building HS&E daily inspection before the building opens ensuring all actions are tracked through to closure
• To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
• Ensure all meeting room requests are completed in accordance with the SLA
• Responsible for working in a safe manner at all times and in line with any SOP’s and HSSE folder, Check RAMS and make sure all events run safely
• To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
• Attend weekly service line meetings

Strategy: innovation, change & project management:

• Responsible for ensuring team members have objectives in place that are linked to the strategy.
• Responsible for identifying innovation opportunities within their sites
• Responsible for assisting line manager in any wider business projects.
• Responsible for developing a culture of continuous improvement and innovation that delivers ideas and improvements.
• Responsible for analysis and proactive use of Management Information (MI).

Person Specification

• A clear understanding of Health & Safety practices, including Risk Assessment
• Customer orientated approach
• Enthusiastic and conscientious
• An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
• Computer literate (Word, Excel, Outlook E-mail)
• Clear, strong and confident communication skills
• Team player with an enthusiastic attitude
• To work efficiently and effectively in a team as well as individually
• A world class customer service ethic, consistent in delivery and insist of high standards of yourself and your colleagues
• The ability to adapt quickly as it is a fast-paced environment
• Excellent written and oral communication skills
• High attention to detail
• Flexible approach to working hours

#LI-JB2Location:On-site –London, GBRIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our page
I want to work for JLL.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy .

Expected salary

Location

London

Job date

Wed, 04 Dec 2024 03:43:49 GMT

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