Front of House Team Leader

2 weeks ago

Birmingham, Birmingham, United Kingdom Portico Full time

Our Front Of House Team Leader will leave all guests and colleagues with a positive and lasting impression of the client as the market leader in visitor experience and service excellence.

The role of Front Of House is to ensure that the highest level of customer care and personal service is provided to all stakeholders in the clients' business.

This includes but is not limited to; employees, colleagues, visitors, event delegates and VIPs.


The role is based in Birmingham where we have 4 team members, we have one team member in Rotherham monthly visits will be required.

Passion and service are integral to everything we do at Portico.

We don't just offer a great welcome, we take care of all the little things that make a real difference to the experiences people have.

People make companies and we want all of us at Portico to be the most positively engaged, working together in supportive teams and always evolving to provide the best service.

The foundation of our culture is to build trusted partnerships with our people and our clients.

The role is defined the by Portico values: Love, Immersive and Experience.

Love
Our people culture is part of our DNA.

Our culture empowers our people to flourish by adding their own unique personality into the heart of the service they deliver to our customers and clients and their colleagues.

We strive to ensure our people are happy, have autonomy, showcase their unique individuality, work with pride, are flexible and empowered.


Immersive
"Immersive" can mean many things. For us, it's about understanding the individuality of our clients so that we can become the custodians of their brand. We get to know our clients' business on a much deeper level which allows us to promote ideas, to adapt quickly and to seek solutions before challenges arise.

Experience
Our purpose at Portico is to make a difference through the experiences provided by our Portico people. Our people are equipped to react to every client's need, no matter how large or small.

We believe in recognising a familiar face, welcoming a new one and treating everyone we meet with a personal approach.


Main Duties and Responsibilities:

  • Support the Regional FOH Manager in the delivery of the Front of House services across the NatWest corporate offices in Birmingham and Rotherham for Portico.
  • Ensure that best practice is shared across all locations, ensuring we deliver a national service while incorporating the local nuances of each site.
  • Ensure full site support across all buildings and service lines for which we are responsible.
  • To assist the Regional FOH Manager in delivering and implementing a consistent Welcome and provision of services.
  • Utilising guidance from Front of House Manager to take appropriate action to address any team issues in line with the contract specifications.
  • Thoroughly understand the fundamentals of the client's business, promotes and embraces their vision and values to the Portico team across the region.
  • Delegate in a way that encourages development and creates a sense of ownership and responsibility at all levels.
  • Coach individuals in the team to build a high performing team to meet client needs.
  • Reward and recognise individual and team perform to encourage an engaged and motivated team.
  • Hold weekly team meetings and daily handovers with the team to ensure that all relevant information is cascaded.
  • Responsible for liaising with Facilities Management regarding any issues with access and reporting any suspicious activity.
  • Ensure that all staff Health & Safety training is complete and updated.
  • Responsible for ensuring that the welcome is first class for all visitors signing in to ensure that all guests are met and escorted promptly into the office space / meeting rooms where required.
  • Responsible for ensuring that meet and greet is of the highest standard for all visitors.
  • Weekly one to one meetings with your team.
  • To be fully aware of H&S and assist with annual Risk assessments, DSE and Manual Handling training.
  • Ensure all staff are aware of all evacuation procedures.
  • Ensure accurate management of all holidays, sickness absences and performance issues, as well as ensuring all recording of within systems of these.
  • Effectively manage diary time with site visits.
  • Motivate, lead and support site teams to exceed Client's service expectation.
  • Manage appropriately customer feedback, passing information to the team and ensuring positive outcomes from customer complaints.
  • Create and maintain a relationship with key customers and clients onsite, ensuring regular communication with all stakeholders and supply partners.
  • To lead and advise on innovative ideas for service improvements and service development.
  • Support the constant development of and innovation across the contract through creative thinking.
  • Conduct appraisals in the correct timeframe and as necessary with direct reports, ensuring all company guidelines are

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