National Front of House Director

4 weeks ago

London, United Kingdom Manchester Arndale Full time

About The Role

At OCS, we are recruiting for National Front of House Director, who can deliver a first class, proactive and innovative 5* Front of House (FoH) experience to achieve customer ‘delight’. To drive consistency in the UK service delivery with training, audits, site visits, client reporting, and constantly developing these services.

You will be working Monday to Friday, on a Permanent Full-Time basis; which shall cover 37.5 hours per week.

Main Duties & Responsibilities :

  • Train, coach, mentor & motivate FoH team to deliver a robust and sustained service delivery.
  • Drive consistency across the UK transferring best practice from the team and the wider market.
  • Undertake regular site visits to assess service levels.
  • Be the Operational team’s focal point and expert in FoH service providing advice and support to improve services and client impact.
  • Trouble shooter when required.
  • Support the regional management team and internal support teams such as HR, recruitment, etc. Maintaining excellent multi-level client relationships.
  • Ensure full training and development of all FoH staff including records to evidence to client.
  • Supporting all FoH staff management procedures including recruitment, appraisals and disciplinary.
  • Take personal ownership and responsibility for the standards of service delivered at our client’s locations
  • Implementing service innovations that enhance and maintain a seamless and personal customer journey and experience.
  • Operational Front of House audits and mystery guest shopping
  • Attending regular client and staff meetings to discuss areas of improvements.
  • Close collaboration with the security services department and as such you are expected to constantly develop your own skills in this area with regular training and meeting attendance.
  • Constantly developing your own knowledge about industry best practices for FoH services. Manage mystery shopper regime
  • Ensure that you have received the necessary training so that you can competently perform your duties and responsibilities safely.
  • Participate in any communication activities through formal and informal channels on safety matters to ensure that there is a free flow of ideas.
  • Take responsibility for reviewing the safe system of work for all FoH services.

Objectives / Critical Performance Measures (CPM’s) :

  • To achieve a monthly client scored KPI of 95% or above
  • To ensure we receive regular client commendations for our team members
  • Maintain high employee retention
  • To ensure the full suite of client reporting regime is delivered
  • Ensure compliance with all relevant company and legislative standards with no observations or non-conformances raised during internal or external audits.

Qualifications & Knowledge :

  • Great interpersonal skills and a natural ability to forge influential relationships
  • Excellent communication, written and oral plus immaculately presented
  • Influencing skills and Leadership course
  • IT literate
  • Good presentation skills (including reporting)
  • Ideally Trainer Qualifications
  • Level of understanding of all aspects of working in a people-oriented service business and awareness of the market within which the business operates.
  • Understanding of the wider market including best practice.

Experience :

  • Managing high end Hotel or Corporate reception services
  • Leading & Managing service delivery teams according to Key Performance Indicators
  • Working in close collaboration with senior staff members
  • Forging, developing, and maintaining excellent relationships with the team and clients
  • Working with a service provider in this niche specialist sector.

Personal Characteristics/Requirements :

  • Be an inspirational leader to your team able to motivate to deliver high service standards
  • Natural and strong team player and passionate about 5-star service
  • Thrives under pressure and be proactive
  • Relaxed being mobile and working from the sites
  • Self-motivated and results orientated, eeasily managing your own admin and operational time.
  • Prepared to undertake national travel across UK Full driving licence essential
  • Highly organised with the ability to prioritise workload
  • Promote and actively demonstrate a flexible and ‘can-do’ attitude delivering outputs that meet deadlines and targets.
  • Flexible approach to working hours required.

Benefits :

  • Car Allowance £500 per month and the Company car is dependent on the employee's choice.

About Us

OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operatesacross the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

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