Front of House Account Lead
| Posting date: | 01 July 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 31 July 2024 |
| Location: | EC4M 7AN |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 56332 |
Summary
Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored, and fluid services that fit the client's needs and requirements. We are recruiting for:
-Full time - Front of House Account Lead
-Monday to Friday - 40 hours per week
-Salary £48,500 Per Annum
-Location - Contract Wide | Based in London
Job Overview
-Working as part of a 5* Mitie team, managing the Reception and Concierge services across multiple locations to deliver a consistent, first-class front of house service. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the premises by consistently delivering operational activity of the highest standard.
-Responsible for leading and manging the front of house teams to deliver an authentic first-class service
-Ensure our brand and cultures are fully delivered by all our team members
-Promote the service offering internally and externally to promote growth
-Support the Service Level Agreement by ensuring that all Site activities are carried out effectively
-To ensure customer requests are dealt with efficiently and effectively
-Support and attend monthly internal and client review meetings
-Develop and work to a standard set of operating procedures processes
-To assist in any other reasonable duties as required by your colleagues, managers or clients
Main Duties
-Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
-To ensure that weekly / monthly MI is collated and submitted in a timely manner
-To build professional relationships with key stakeholders to develop knowledge of personal requirements
-To identify and manage the methods of improving quality, standards and variety within the Reception and Conceirge services to meet the clients needs
-To ensure that team members obey site rules and maintain a smart appearance including the wearing of correct uniform
-To complete all required paperwork i.e. annual leave notifications / support services requests
-To conduct Monthly / Annual reviews with all direct reports, ensuring clear SMART objectives are set and being supported
-To arrange and distribute weekly team roster, including the arrangement of agency when required
-To be responsible for all recruitment / onboarding of new starters
-To be responsible for approving all final Payroll reports and resolving / escalating issues
-To monitor breaks and start/finish times within company site rules
-Actively assist in creating a good team spirit
-To demonstrate a willing and positive manner and to lead by example at all times
-To communicate effectively with all team members and participate in all contract activities
-To act as the central point of contact on-site at 20 OB for all service lines, contractors, clients and guests and the escalation point for Edinburgh, Hitchin, Telford & Wythall
-Ability to identify and escalate building issues/hazard perception
-To demonstrate a great working relationship with all service area's; liaising with them daily to ensure delivery of a quality service, on time, to specification
-Attend training as appropriate/on-line/out of house/self-development
-Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date
-To handle any guest complaints and provide a swift solution or escalate as appropriate
-To ensure yourself and team are immaculately dressed in uniform and adhere to grooming standards
-To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
-To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
-To be articulate and pre-empt the needs of clients and visitors
-To be responsible for delivering contract to budget
-To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards
-To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards
-To ensure that monthly Toolbox Talks are delivered to team members and ensure they are signed off on Training Record Cards
-Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
-Ensure the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
-Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
-To be responsible for daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely.manner
-Customer support and training of the Vistitor Management and Meeting Room systems
-Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completion
-Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
-Liaising with Workplace Managers and key stakeholders proactively managing and reporting any issues
-Raise accident and incident reports and track through to closure
-Provide operational support to any internal events
-Actively seek and review customer feedback, track remedial actions through to closure
-Support with all internal and external audits
-Work flexibly to support out of hour requests and extended hours to self cover operations
What we are looking for
-Passionate about exceptional customer experience
-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) and excellent administration skills
-Able to work off their own initiative and with minimal direction
-Organised, capable of managing and prioritising multiple workflow requirements
-Excellent written and oral communication skills
-High attention to detail
-Flexible and proactive.
-Ability to build positive relations with colleagues, guests and clients
-Immaculate personal presentation endorsing the Signature five star image
-Previous experience of leading a team
-Previous experience within 5* customer service role, ideally gained within a corporate or 5 Star hotel environment
-Excellent time management and organisational skills
-The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
-
-Full time - Front of House Account Lead
-Monday to Friday - 40 hours per week
-Salary £48,500 Per Annum
-Location - Contract Wide | Based in London
Job Overview
-Working as part of a 5* Mitie team, managing the Reception and Concierge services across multiple locations to deliver a consistent, first-class front of house service. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the premises by consistently delivering operational activity of the highest standard.
-Responsible for leading and manging the front of house teams to deliver an authentic first-class service
-Ensure our brand and cultures are fully delivered by all our team members
-Promote the service offering internally and externally to promote growth
-Support the Service Level Agreement by ensuring that all Site activities are carried out effectively
-To ensure customer requests are dealt with efficiently and effectively
-Support and attend monthly internal and client review meetings
-Develop and work to a standard set of operating procedures processes
-To assist in any other reasonable duties as required by your colleagues, managers or clients
Main Duties
-Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
-To ensure that weekly / monthly MI is collated and submitted in a timely manner
-To build professional relationships with key stakeholders to develop knowledge of personal requirements
-To identify and manage the methods of improving quality, standards and variety within the Reception and Conceirge services to meet the clients needs
-To ensure that team members obey site rules and maintain a smart appearance including the wearing of correct uniform
-To complete all required paperwork i.e. annual leave notifications / support services requests
-To conduct Monthly / Annual reviews with all direct reports, ensuring clear SMART objectives are set and being supported
-To arrange and distribute weekly team roster, including the arrangement of agency when required
-To be responsible for all recruitment / onboarding of new starters
-To be responsible for approving all final Payroll reports and resolving / escalating issues
-To monitor breaks and start/finish times within company site rules
-Actively assist in creating a good team spirit
-To demonstrate a willing and positive manner and to lead by example at all times
-To communicate effectively with all team members and participate in all contract activities
-To act as the central point of contact on-site at 20 OB for all service lines, contractors, clients and guests and the escalation point for Edinburgh, Hitchin, Telford & Wythall
-Ability to identify and escalate building issues/hazard perception
-To demonstrate a great working relationship with all service area's; liaising with them daily to ensure delivery of a quality service, on time, to specification
-Attend training as appropriate/on-line/out of house/self-development
-Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date
-To handle any guest complaints and provide a swift solution or escalate as appropriate
-To ensure yourself and team are immaculately dressed in uniform and adhere to grooming standards
-To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
-To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
-To be articulate and pre-empt the needs of clients and visitors
-To be responsible for delivering contract to budget
-To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards
-To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards
-To ensure that monthly Toolbox Talks are delivered to team members and ensure they are signed off on Training Record Cards
-Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
-Ensure the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
-Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
-To be responsible for daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely.manner
-Customer support and training of the Vistitor Management and Meeting Room systems
-Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completion
-Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
-Liaising with Workplace Managers and key stakeholders proactively managing and reporting any issues
-Raise accident and incident reports and track through to closure
-Provide operational support to any internal events
-Actively seek and review customer feedback, track remedial actions through to closure
-Support with all internal and external audits
-Work flexibly to support out of hour requests and extended hours to self cover operations
What we are looking for
-Passionate about exceptional customer experience
-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) and excellent administration skills
-Able to work off their own initiative and with minimal direction
-Organised, capable of managing and prioritising multiple workflow requirements
-Excellent written and oral communication skills
-High attention to detail
-Flexible and proactive.
-Ability to build positive relations with colleagues, guests and clients
-Immaculate personal presentation endorsing the Signature five star image
-Previous experience of leading a team
-Previous experience within 5* customer service role, ideally gained within a corporate or 5 Star hotel environment
-Excellent time management and organisational skills
-The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
-