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Front-of-House Operations Leader
3 months ago
The client is a commercial real estate firm focused on developing and investing in properties that create sustainable environments and foster community connections. They are well-known for their innovative approach to office space generation and a design-led philosophy.
This is a full-time, permanent position (45 hours per week). The work schedule will be from Monday to Friday on a shift rota basis between 7 AM and 7 PM, depending on the site.
Main Responsibilities
- Taking personal ownership and accountability for the service standards delivered by the front-of-house team.
- Exceeding client and guest expectations by actively promoting a client-centered environment and conducting regular coaching sessions with each team member to uphold core operational standards.
- Encouraging client and guest feedback and driving enhancements in service delivery, leveraging technology and innovation, while sharing best practices across the team.
- Participating in HR-related processes such as recruitment, recognition, and general people management.
- Contributing to meetings within the business, providing and analyzing data and statistics as necessary.
- Managing monthly accounting responsibilities with support from the Operations Director.
- Setting and enforcing company standards related to personnel, policies, and procedures, ensuring compliance with legislation and fair management of all people matters.
- Preparing comprehensive monthly reports that include key operational statistics, service-related topics, and staff updates.
- Assisting the Operations Director with strategic and succession planning.
- A commitment to our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, and Stronger Together.
- A minimum of two years of experience in team leadership and stakeholder management in a similar capacity.
- Extensive knowledge of HR procedures and protocols.
- A proven track record as a leader, enthusiastic about the continuous development of both the team and themselves.
- Strong financial acumen and communication skills.
- A vibrant personality with integrity, exceptional organizational skills, a proactive attitude, and a passion for delivering high-quality service.
- Excellent interpersonal skills and a natural ability to positively influence business decisions.
- The capability to work effectively under pressure and the ability to be proactive and intuitive.
- Exclusive travel discounts with various providers.
- Grocery discounts with major brands.
- A range of financial offers for a more secure future, including life assurance cover.
- Regular updates on the best discounts and savings available.
- Cash rewards for spending and opportunities to earn from referrals.
- A contributory pension scheme.
- Access to wellness programs promoting mental health and well-being.
- Employee Assistance Program for team member support.
- Quick access to healthcare benefits.
- Learning and development opportunities for personal and professional growth.
- Recognition awards for exceptional service.
- One paid day for charity work.
Our people are our priority, and we are dedicated to your development, offering numerous professional and personal growth opportunities. We provide over 50 training workshops and various leadership programs to support your career progression within Rapport.
We are committed to equality of opportunity and inclusion in the workplace, celebrating diverse backgrounds and differences. Our Employee Networks foster a safe space for collaboration and connection among our Ambassadors, ensuring we champion diversity and inclusion in all our endeavors.
The mental and physical well-being of our Ambassadors is paramount, and we focus on providing varied support and initiatives for team involvement.
Rapport is a Disability Confident Employer, partnering with external organizations to create job opportunities for individuals with special educational needs and disabilities.
About the Company
Rapport is an award-winning specialist company providing corporate organizations with a range of fully managed front and back of house guest services. Our tailored services are available to clients in major cities across the UK and Ireland, as well as key locations in the US and Hong Kong.
We proudly serve some of the UK's most innovative blue-chip companies, from small boutique firms to large multi-site international corporations, all united in their goal to deliver excellent customer service.
Our prestigious awards include recognition as one of the 'Best Companies to Work For' in the UK Business Services Sector and accolades for excellence in diversity and inclusion.
