Warning
This job advert has expired and applications have closed.
Front of House Supervisor
| Posting date: | 02 January 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 01 February 2025 |
| Location: | EC2N 1HZ |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 67405 |
Summary
FRONT of HOUSE SUPERVISOR - MITIE FOR LLOYDS BANKING GROUP, LONDON
SALARY: £33K PER ANNUM, 40 HOURS PER WEEK
REPORTING TO: REGIONAL FRONT OF HOUSE MANAGER
The goal of the Front of House Supervisor is to lead and run the daily shifts in your patch, quality check service delivery, and act as a role model for standards. To support the leadership team to deliver our contractual service requirements. To be an active and contributing senior member of the Front of House team, ready to step in and support any area at any time. Based in London - but expected to be able to travel and work across the UK very ad hoc when required. Ie pre-agreed travel dates to our other sites for day trips or overnight stays to support in the absence of the manager, or for training and site mobilisation support.
· Supervise the team to ensure site procedures and service standards are followed
· Quality check the service and experience being delivered by the team
· Act as main support to the FOH leadership team and FMs
· First point of contact for team relating to: absence planning and reporting, lateness, rota preparation
· To be a role model to the service team, and conduct oneself in a warm, professional and engaging manner at all times
· To proactively manage the workspace, relating to Ambassador duties and scope
· Coordinate any last minute labour changes to ensure sites are staffed adequately
Main duties
Experience:
· Support the team to ensure they are delivering service in line with prescribed standards
· Identify opportunity to streamline and align processes between the buildings in your patch
· To anticipate the needs of visitors and colleagues
· To proactively look out for building issues, ensuring a swift resolution
· Proactively manage queues, striving to make the arrival or departure process as efficient as possible
· Be the face of the facilities and front of house team by providing tangible service that is visible and easily accessible
· Connect with VIP clients and visitors to ensure they have the support they need whilst on site
Process:
· Ensure that the correct visitor management processes are being deployed by the team at all times
· Prepare rotas, maintain trackers, and other administrative duties
· Organise new starter and leaver IT system access, and hardware requirements
· To check and ensure the lobby, meeting rooms, communal, and event spaces are setup and working as intended
· To support the induction and training of new starters
· Deliver Toolbox Talks and role specific training
· Carry out onsite facilities inspections, floor walks and service audits
· Proactively log work orders
· Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required
· Support the manager with HR processes and investigations
· Support the manager to maintain and keep up to date all SOPs and contract specific training materials
· Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self-service channels
· Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
· Support the team to ensure they are meeting task deadlines
· Act in accordance with health and safety, and manual handling procedures
· Be aware and up to date with “what's on” in the building (workplace experience events, and planned maintenance)
· Support the mobilisation of new locations
· Ad hoc travel to support other locations, which may include overnight stays
Service:
· Be the resident expert/go-to person to make informed recommendations to the Events team or meeting organisers as to which space is best suited to their needs
· Ensure the team have delivered room and event space setups in line with requests on Condeco
· Utilise a “hands on” approach and supporting where the need is greatest at any time
· To support the FOH Manager and FM to act as a link between workstreams, following up completion of helpdesk jobs or anything impacting colleague experience is resolved in a timely manner
· Provide “at desk” first fix IT and AV support relating to client equipment installed in meeting, collaboration and event spaces
· Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities
· Recognize by sight the identities and roles of all senior management (as advised by the Bank from time to time), as well as build a good working relationship with the personal assistants of such senior managers
· To be informed as to any events, VIPs, or ongoing issues in your sites
· Creating, updating, and displaying signage as required
· Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
· Operate under a “How Can I Help” mindset
· To be highly visible, always available and the “go to” person for queries
Security:
· To immediately report any systems malfunctions
· Respond to and manage First Aid or Security incidents
· Focus on out of line safety and security items
· Host contractors on site
· To be vigilante and aware of suspicious behaviour by building users at all times
Partnership
-Be a champion for diversity and inclusion on site
-Provide support to the wider service team as and when required
-To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
Person Specification
-Provide ad hoc cover and support to other work areas and teams
-Complete any reasonable management request or task
-Deputise in the absence of your Manager or similar supervisory position
-1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality
-Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
-SIA badge (can be provided)
-Immaculate grooming, personal presentation and sense of style
-IOSH
-Comfortable with wearable and mobile tech (radios, headsets, tablets)
-Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
-Must be highly proficient in Outlook, Word, Teams, and Chrome
-Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
-Entry level Facilities and/or Leadership Apprenticeship/similar qualification (to be provided)
-Essential to be able to process large volume of queries across multiple platforms
-Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail
Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
NoteThis job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
SALARY: £33K PER ANNUM, 40 HOURS PER WEEK
REPORTING TO: REGIONAL FRONT OF HOUSE MANAGER
The goal of the Front of House Supervisor is to lead and run the daily shifts in your patch, quality check service delivery, and act as a role model for standards. To support the leadership team to deliver our contractual service requirements. To be an active and contributing senior member of the Front of House team, ready to step in and support any area at any time. Based in London - but expected to be able to travel and work across the UK very ad hoc when required. Ie pre-agreed travel dates to our other sites for day trips or overnight stays to support in the absence of the manager, or for training and site mobilisation support.
· Supervise the team to ensure site procedures and service standards are followed
· Quality check the service and experience being delivered by the team
· Act as main support to the FOH leadership team and FMs
· First point of contact for team relating to: absence planning and reporting, lateness, rota preparation
· To be a role model to the service team, and conduct oneself in a warm, professional and engaging manner at all times
· To proactively manage the workspace, relating to Ambassador duties and scope
· Coordinate any last minute labour changes to ensure sites are staffed adequately
Main duties
Experience:
· Support the team to ensure they are delivering service in line with prescribed standards
· Identify opportunity to streamline and align processes between the buildings in your patch
· To anticipate the needs of visitors and colleagues
· To proactively look out for building issues, ensuring a swift resolution
· Proactively manage queues, striving to make the arrival or departure process as efficient as possible
· Be the face of the facilities and front of house team by providing tangible service that is visible and easily accessible
· Connect with VIP clients and visitors to ensure they have the support they need whilst on site
Process:
· Ensure that the correct visitor management processes are being deployed by the team at all times
· Prepare rotas, maintain trackers, and other administrative duties
· Organise new starter and leaver IT system access, and hardware requirements
· To check and ensure the lobby, meeting rooms, communal, and event spaces are setup and working as intended
· To support the induction and training of new starters
· Deliver Toolbox Talks and role specific training
· Carry out onsite facilities inspections, floor walks and service audits
· Proactively log work orders
· Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required
· Support the manager with HR processes and investigations
· Support the manager to maintain and keep up to date all SOPs and contract specific training materials
· Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self-service channels
· Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
· Support the team to ensure they are meeting task deadlines
· Act in accordance with health and safety, and manual handling procedures
· Be aware and up to date with “what's on” in the building (workplace experience events, and planned maintenance)
· Support the mobilisation of new locations
· Ad hoc travel to support other locations, which may include overnight stays
Service:
· Be the resident expert/go-to person to make informed recommendations to the Events team or meeting organisers as to which space is best suited to their needs
· Ensure the team have delivered room and event space setups in line with requests on Condeco
· Utilise a “hands on” approach and supporting where the need is greatest at any time
· To support the FOH Manager and FM to act as a link between workstreams, following up completion of helpdesk jobs or anything impacting colleague experience is resolved in a timely manner
· Provide “at desk” first fix IT and AV support relating to client equipment installed in meeting, collaboration and event spaces
· Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities
· Recognize by sight the identities and roles of all senior management (as advised by the Bank from time to time), as well as build a good working relationship with the personal assistants of such senior managers
· To be informed as to any events, VIPs, or ongoing issues in your sites
· Creating, updating, and displaying signage as required
· Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
· Operate under a “How Can I Help” mindset
· To be highly visible, always available and the “go to” person for queries
Security:
· To immediately report any systems malfunctions
· Respond to and manage First Aid or Security incidents
· Focus on out of line safety and security items
· Host contractors on site
· To be vigilante and aware of suspicious behaviour by building users at all times
Partnership
-Be a champion for diversity and inclusion on site
-Provide support to the wider service team as and when required
-To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
Person Specification
-Provide ad hoc cover and support to other work areas and teams
-Complete any reasonable management request or task
-Deputise in the absence of your Manager or similar supervisory position
-1 to 2 years' of comparable experience in high end hotels, members clubs, airlines, corporate workplaces, or tourism and hospitality
-Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
-SIA badge (can be provided)
-Immaculate grooming, personal presentation and sense of style
-IOSH
-Comfortable with wearable and mobile tech (radios, headsets, tablets)
-Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
-Must be highly proficient in Outlook, Word, Teams, and Chrome
-Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
-Entry level Facilities and/or Leadership Apprenticeship/similar qualification (to be provided)
-Essential to be able to process large volume of queries across multiple platforms
-Core skills required: Accountability and responsibility, personal organisation, prioritisation, initiative, engaging with the customer, communication, adaptability, attention to detail
Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
NoteThis job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.