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About the Role

The main purpose of the role is to maintain a presence in the front-of-house and common areas, overseeing shared spaces and assisting all building visitors. You should be a customer service professional with a proactive, dynamic personality and a flair for delivering exemplary service, embodying a 'One Team' approach to enhance the customer journey.

Responsibilities

• Ensure the highest standards of presentation are maintained throughout the property, reflecting the five-star Savills experience.
• Proactively lead the visitor experience, including lobby hosting, personalized welcomes, concierge services, and team coordination during VIP visits and events.
• Manage one Receptionist and one Front of House Receptionist/Coordinator, overseeing duties and ensuring service standards.
• Manage meeting room bookings, ensuring rooms are prepared and supporting IT/AV setup.
• Work closely with occupier reception teams to ensure a seamless customer journey.
• Act as the main point of contact for occupiers regarding Front of House queries, complaints, and service requests.
• Curate resident/occupier events and enlivenment initiatives, delivering lifestyle and concierge services.
• Create engaging posters, marketing materials, and announcements.
• Prepare PowerPoint presentations for monthly service reviews and complete ad hoc tasks.
• Collaborate with occupiers and the building management team to develop and implement a bespoke customer journey strategy.
• Develop, review, implement, and maintain Front of House Service Standard Operating Procedures, manuals, and Health & Safety documentation.
• Take full responsibility for managing the Reception Team, ensuring consistent delivery of exceptional five-star service standards.
• Manage all aspects of employee absence, including sickness reporting and return-to-work meetings.
• Conduct one-to-one meetings, monthly service reviews, investigations, and disciplinary meetings.
• Participate in Building Management meetings, providing Front of House updates.
• Attend monthly Reception Services meetings with RS Management and General Management teams.
• Continuously identify and implement service innovations and improvements.
• Maintain a consistently high standard of personal presentation and professionalism.
• Carry out duties in accordance with instructions from the Portfolio Operations Manager, Building Manager, and Surveyor.
• Establish and maintain strong professional relationships with staff, occupiers, visitors, and contractors.
• Promptly welcome, assist, and direct all visitors.
• Answer telephone calls and on-site intercom systems courteously and professionally.
• Maintain a consistent presence at the reception desk, ensuring it remains attended.
• Develop strong knowledge of the local area and provide a concierge-style service.
• Accurately complete all required logs, reports, and records.
• Ensure full compliance with Health & Safety, fire safety, and company procedures.
• Remain fully aware of and compliant with all company policies, procedures, terms, and conditions.
• Conduct operational checks, service audits, and process reviews with a hands-on approach.
• Complete regular soft service inspections.
• Build a strong sense of community within the building and take ownership of the enlivenment programme.
• Oversee all Level 7 operations and work closely with management to develop innovative solutions.
• Support the Property Management team during incidents, emergencies, or operational issues.
• Assist the Property Management team with the operation and ongoing development of the tenant portal, Visitor Management System, and building app.

Requirements

• Management experience in the 5-star customer service industry, ideally within corporate guest services or luxury hospitality.
• Confident, professional, and assertive with excellent attention to detail and a curious yet resilient approach.
• Friendly, engaging, and approachable personality while maintaining professionalism.
• Experience working in a luxury environment, delivering boutique-level services and engaging with HNW and VIP stakeholders.
• Strong understanding of discretion and client privacy.
• Highly aware of surroundings and occupiers, ensuring high service levels.
• Deep understanding of 5-star service delivery and exceptional hospitality skills.
• Ability to handle difficult visitors and situations with professionalism and composure.
• Creative and forward-thinking, consistently contributing ideas to improve service delivery.
• Proficiency in the full suite of Microsoft Office applications, including Word, Excel, PowerPoint, Access, and Outlook.
• Familiarity with Savills internal systems and processes is desirable.
• Proficiency in design and content-creation tools such as Canva and Adobe Creative Suite is desirable.
• Staff are expected to work flexibly when required, including undertaking duties not specifically outlined in the job description.

Skills

• Customer service
• Hospitality
• Concierge services
• Team management
• Event planning
• Marketing material creation
• Microsoft Office Suite
• Canva
• Adobe Creative Suite

Location

• London

Work Type

• Full-time

Experience Level

• Management experience

Salary/Compensations

• £45k

Benefits

• Benefits Booklet available

About the Company

• Savills is a global real estate services provider.