Senior Front Of House Manager

Overview: We are looking for the most vibrant, exciting, enthusiastic candidate. We want team members to be outgoing, customer focused, always willing to help and always willing to own a problem to completion. The person needs to be a team player, who will always go above and beyond to achieve. Reporting directly to the Senior Client Team and Account Manager, your key responsibilities will be to manage and develop a Workplace Experience that meets and exceeds our customer expectation. You will be joining a Multi-Skilled Team who deliver an excellent customer experience, whilst ensuring all services are delivered to contract and legal requirements.

Role Objectives:

1. To provide an exceptional front of house experience
2. To manage facilities and other office services contributing to the guest experience
3. Act as an ambassador for the client at all times

Key Responsibilities:

1. Meeting and greeting guests, providing a warm and welcoming experience
2. Maintaining the clients guest management system, checking in guests and contractors, creating visitor passes
3. Maintain meeting room booking system, juggling rooms to ensure no clashes.
4. Directing guests to meeting rooms, notifying client of guest arrival and logistics. Make sure the right people are in the right place at the right time
5. Liaison with client and EAs to ensure each meeting requirement is met including tech, catering and AV requirements
6. Clearing down and turning round meeting rooms before/after use as well as general meeting room inspections ensuring all rooms are well maintained and presented
7. Providing refreshments for guests and provision of all guest hospitality requirements including frequent liaison with housekeeper
8. Lay out and present catering for staff breakfast & lunch with labels/dietary requirements
9. Replenish catering in meeting rooms, refilling coffee decanters & water carafes, and monitoring kitchen & tea points to ensure they are well stocked and in good order including loading/unloading dishwasher reporting any consumable re-orders to Team Leader
10. Maintaining hygiene and sanitisation levels with frequent sanitisation of touch points
11. Maintain office security procedures including opening of office and alarm systems. Man door and intercom.
12. Managing reception switchboard, using judgement to screen and handle calls and messages
13. Arranging inbound and outbound couriers and post, sorting and distributing deliveries/post to staff
14. Action adhoc guest and employee requests, including organising taxis, printing meeting papers etc.
15. Keep the reception and general areas impeccably well-presented and maintained
16. Build and maintain effective relationships with customers and internal/external suppliers by resolving service issues
17. Support the client in managing and prioritising workloads within the team to ensure achievement of service standards.
18. Act as an ambassador for both Pareto and the Customer Property & Facilities Team.
19. Must be prepared to ‘fill the gaps’ and step into any of the facilities roles in times of constrained resource.
20. Adhoc events assistance

Key Skills:

1. Excellent customer service skills including client facing and call handling. Hospitality mindset is a must
2. Excellent communication skills and great attention to detail. A confident, friendly and courteous manner, both in person and on the phone
3. Take pride in providing an impeccably presented office space
4. Be punctual, reliable and flexible with a ‘can do’ attitude to tasks and problems
5. Able to work on own initiative or as a great team player, able to build and maintain effective working relationships with team
6. Adaptable to various duties of the post, comfortable working with changing priorities and can adapt to the needs of the business
7. Commitment to customer care
8. Cultural sensitivity and awareness, exercising discretion at all times

Experience:

1. Excellent communication, coaching and feedback skills.
2. Experience in a fast-paced environment
3. Proven experience in a customer service environment.
4. PC literate and competent in use of G Suite, Gmail and Slack