Front of House Team Leader
| Dyddiad hysbysebu: | 23 May 2024 |
|---|---|
| Oriau: | Full time |
| Dyddiad cau: | 22 June 2024 |
| Lleoliad: | ME1 2XX |
| Cwmni: | Mitie |
| Math o swydd: | Permanent |
| Cyfeirnod swydd: | 54234 |
Crynodeb
Job Title: Front of House Team LeaderReports to: Account Manager, SignatureLocation: BAE Systems, RochesterWeekly Hours: 40 hours Monday - Friday
Purpose:This role has been designed to support Front of House staff to provide an excellent front of house service to our customers. You will pride yourself on building and maintaining relationships with staff members, and customers alike and be point of contact for any support or advise staff members require.As Team Leader, you will facilitate and arrange the relevant training and support to staff members along with and deal with any HR related issues in accordance with company policy. To support staff in ensuring people are abiding to the policies and procedures set out by our client and to also manage the flow of traffic in any given area. In addition, you will build up strong relations with customers, building owners and facilities management to ensure safe and efficient running of the Link buildings.Hours of working:
Principal Accountabilities, Key activities Include but are not limited to:➢Organising of management of the front of house team members➢Return to work meetings with team members➢Regular One to one meetings with team members➢Weekly toolbox talks➢Weekly LiveSafe talks➢Daily morning briefing➢Friday morning huddles➢Ensuring team undertake weekly audit checks➢Ensuring team members take time to complete E Learning➢Completing monthly rotas and ensuring flexibility to cover absences where required➢Monitoring staff sickness and performance➢Maintain excellent levels of customer service➢Provide clear and precise information and be able to answer client questions➢Assist where necessary any training needed➢General admin will be required to support all department within Mitie➢Maintain a clean and a well-groomed appearance➢Supporting clients through registration and how to get around the site➢Report and log with the Service Desk team any out of line event, safety concern, system or breakdown which cannot be resolved (e.g. lights not working, windows broken, trip or slip hazards, heating system not working, leaking taps etc)➢Utilise service excellence skills and work as appropriate with the Senior Leadership Team to develop and maintain working relations with customers and client team➢To identify and meet the needs of the client, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service➢Identify operational improvements to ensure the continued provision of high-quality service to customers, with the ability to recognize potential complaint situations and take effective steps to avoid and or resolve these situations➢Ensure work is performed in adherence with company policies, procedures and standards and Health and Safety legislation and statutory regulations in order to maintain the integrity of operational activities and safety of employees and provide high quality service to customers➢Management of the Booking system➢Sending confirmation emails➢Be the main point of contact for FOH onsite.➢Analysis and manage data which is the used to complete weekly building utilisation reports➢Ensuring daily checks room checks are completed and documented➢Ensuring all emails are actioned and responded to➢Ensuring reception areas are clean tidy and maintained to a high standard
Qualifications and Experience:•Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customers•Demonstrated organisational and time management skills, including the ability to manage competing priorities, monitor and co-ordinate a range of prescribed processes, to achieve tight deadlines and desired outcomes with due regard to accuracy•Knowledge of Workplace Health and Safety (WH&S) Practises and Policies•Proven ability to provide a high level of customer service•Acceptable level of Interpersonal and communication skills, with the ability to liaise with customers and staff at all levels in both written and spoken English•Previous knowledge of skype is desirable, but not essential•Previous knowledge of Microsoft systems (word, excel ect) desired but not essential•Computer Proficiency•Ability to work independently if needed•At least 2 years of a training background or customer service role is desirable•Previous knowledge of desk booking systems is also desirable but not essential