Front of House Team Leader

**Job Role**:Front of house team leader

**Hours**:Monday to Friday - shift rota basis between 8.00 am -5.00pm (Flexibility is however required in order to support the needs of the business).

As the winner of two Working Families’ awards for ‘Best UK employer for Flexible Recruitment 2022’ and ‘Best UK employer for Flexible Working Award 2020’, we are happy to consider flexible working opportunities to help you balance your work and home life.

**Department**:Central Services - Front of House

**Location**:London

**Benefits**:
At Hill Dickinson we understand that incentives go far beyond a good salary, so we have created a comprehensive benefits package tailored around our people.

Here are some examples of what we offer:

- 25 days’ annual leave
- Birthday privilege day and Christmas shutdown
- Holiday buy, sell and carryover scheme
- 2 charity volunteering or pro bono days
- Flexible, agile and home working
- BUPA
- Permanent health insurance
- Flexible pension scheme
- Medicash
- EAP with access to counselling
- Enhanced family leave policies
- Access to 10 days fully subsidised emergency or back-up care per year
- Life assurance
- Annual travel season ticket loan
- Dress for your day policy
- Bespoke training and development opportunities
- Financial contribution towards home working equipment

**Role overview**

**Introduction to the role**:
The role of the front of house team leader (London) is line management for our FOH team, to ensure the highest level of client care and customer service is provided to all clients, colleagues and visitors. The Front of House Team Leader is responsible for overseeing the daily tasks in reception, switchboard, and hospitality, including event support in liaison with the events team, to ensure a seamless service for clients in our London office. Our team leader must be highly interpersonal and empathetic and have a philosophy of leading by example.

**Introduction to the team**:
The front of house team are the face of Hill Dickinson and offer outstanding events and impeccable client service to visitors and colleagues. You will be joining a team who have won awards for their hard work, commitment, friendliness and overall client service. Being part of the team offers an opportunity to meet new people and to be a part of a team delivering successful meetings and events for our clients.

**Key responsibilities**:

- Promote a professional and pro-active image for the FOH team at all times through supporting and maintaining the core values of the firm.
- Build respect and effective relationships with our fee-earners to understand the work and proactively support with clients.
- Encourage an excellent customer service environment, ensuring that our processes reflect this.
- Ensure that all Hill Dickinson policies, procedures, and standards are correctly implemented, maintained and exceeded where possible
- Delivering training to team members and ensuring that staff are given the skills needed to successfully carry out their role.
- Coach and develop your team, including probations, performance reviews, annual appraisals, mid year reviews, setting objectives and regular one to ones
- Report any relevant information and issues to the front of house supervisor and designated facilities management team.
- Work closely with the events team to assist with client and internal events, making sure catering, registration desk, rooms and times are booked and FOH team support is available on the day.
- Undertaking other reasonable duties assigned by your manager or the client.
- Undertake any administrative duties which include but are not limited to the following;

 Invoicing keeping accurate records of expenditure on all meetings and events.

 Stationery orders
- including supply of branded items and marketing packs for meeting rooms and reception areas.

 Arranging payment of catering and other invoices

 Regular updating of information in the telephone directory lists and company directories within the telephone system and Hill Dickinson Intranet

 Maintenance of daily holiday lists

 Rota Management

**Daily responsibilities**: oversee the day to day running of the front of house team, including but not limited to the following:

- Give a warm welcome, answering queries in a caring and helpful way, making sure everyone feels valued and liaising with Hill Dickinson hosts, offering hospitality as directed.
- Answer and redirect all calls on switchboard (both internal and external) as per the Hill Dickinson Telephone Standard
- Maintain visitor log and issue visitor passes.
- Coordinate meetings, conference calls, legal hearings, events, training sessions and arrange and deliver catering where required while demonstrating a keen attention to detail to all elements of service and presentation.
- Support set up of MS Teams enabled rooms ensuring all the correct links are in for each meeting.
- Assist with audio visual requirements for meetings and event