Front of House Team Leader

6 months ago

Telford, United Kingdom Mitie Full time

**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 clients needs and requirements. We are recruiting for;**
- **Part time - Front of House Team Leader**:

- **Monday to Friday - 32.5 hours per week**:

- **08:00 - 15:00 (with a 30 min unpaid lunch break)**:

- **Salary £24,472 Per Annum**:

- **Location - Phoenix Group | Windsor House | Iron Masters Way | Telford | TF3 4NB**

**Job Overview**:

- Working within and managing a 5* Mitie team, you will be the face of The Phoenix Groups workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure 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 Phoenix Groups premises

**Main Duties**
- Responsible for the smooth running of various day to day activities, including the Reception and Workplace Conciege roles; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.
- Setting and maintaining high standards so that customers' expectations are consistently exceeded
- Resolution of any operational issues and escalation to appropriate person / department
- Supply timely and accurate feedback to all client and customer queries
- Continuously look for ways to improve the service and initiatives on site
- 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 effectively co-ordinate all FOH tasks on site; ensuring all requirements are adhered to and details clearly communicated to all involved
- Ensure client needs are met in terms of meeting rooms, car parking facilities etc
- To ensure that visitors are entered on to the building visitor database through an online software package
- 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 Front of House services to meet the clients needs
- To ensure that Front of House team members obey site rules and maintain a smart appearance including the wearing of correct uniform
- To ensure that all annual leave and sickness requests / occasions are submitted and approved through People HUB for all team members
- To conduct Monthly / Annual reviews with all team members, 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 efficiently manage all HR issues in line with Mitie's HR policies and procedures
- To act as the central point of contact on-site for all service lines, contractors, clients and guests
- Stock monitoring/on-line stationery/consumables ordering where appropriate
- Manage the use of Meeting Rooms and ensure the smooth running of cleaning, clearing and tidying of rooms
- 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 the team are effectively delivering Health and Safety and building information as necessary including evacuation procedure to all guests upon arrival
- To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
- 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
- Deliver monthly Toolbox Talk to team members and ensure they are signed off on Training Record Cards

**What we are looking for**:

- Excellent communication skills and exceptional attention to detail
- Immaculate personal presentation endorsing the Signature five star image
- Proven experience and understanding of an exceptional Customer Service delivery
- Previous experience in co-ordinating events
- Previous experience within 5* customer service role
- Proven knowledge/experience in technological workplace solutions
- Excellent time management and organisational skills
- Pro active, flexible and can-do attitude
- The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
- Abili

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