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About the Role

The Front of House Executive is responsible for ensuring the success of a serviced office building by providing exceptional customer experiences, managing the reception area, and supporting the smooth operation of services. This role serves as the first point of contact for members and clients, requiring a dynamic individual adept at a fast-paced, customer-centric environment. The position holder will guide the onsite customer journey, tailoring each guest experience to a five-star standard, being proactive, intuitive, and confident in handling diverse inquiries to create a seamless and personalized workplace experience.

Responsibilities

• Deliver a proactive visitor experience, including lobby hosting, advance planning for personalized welcome and directing all visitors.
• Liaise with tenant companies to understand their business needs and foster strong relationships.
• Assist the General Manager & wider Building team with planning and hosting networking events.
• Attend to clients’ requests, complaints, and enquiries.
• Ensure the highest levels of member satisfaction through proactive engagement and feedback analysis.
• Assist in onboarding new members; prepare and distribute tenant welcome packs.
• Ensure the highest level of personal presentation is maintained.
• Maintain the welcome space at a level commensurate with a five-star customer experience.
• Follow the agreed customer journey process, including a positive lasting impression upon departure.
• Communicate effectively with Savills PM and other approved Savills service partners to create a frictionless customer experience.
• Engage with local businesses to foster concierge-style relationships, assisting with engagements and activations.
• Assist with Savills/General People ESG and CSR initiatives to support shared business goals.
• Ensure the highest standards in presentation and safety at the property are always maintained.
• Keep reception area clean, tidy, and welcoming, adhering to five-star standards.
• Prepare meeting rooms and manage turnaround between bookings.
• Conduct daily building walks and associated reporting.
• Greet and sign in external visitors and employees based in the building.
• Acknowledge and action helpdesk jobs, communicating them to the Engineering department when necessary.
• Report any maintenance or safety issues promptly to the management team.
• Manage access control system and distribute access fobs to clients.
• Promote and sell memberships and co-working spaces to prospective members and clients.
• Engage with the local community and promote Local Co-working Memberships.
• Work with the Central Sales Executive to schedule tours and convert leads.
• Conduct building tours for prospective clients and schedule follow-up tours as needed.
• Maintain and update the CRM system with up-to-date information.
• Actively contribute to meeting occupancy and revenue targets.
• Identify and pursue opportunities for business development and upselling services.
• Collaborate with the sales and marketing teams to drive sales initiatives.
• Prepare and distribute promotional material via social media platforms and other channels.
• Be aware of and abide by all rules, terms and conditions of the company at all times.
• Perform different tasks as necessitated by your changing role within the organisation.

Requirements

• Previous experience in customer service/community engagement, hospitality, or a related field is preferred.
• Familiarity with the co-working industry and serviced office solutions is a plus.
• Strong understanding of customer relationship management and customer engagement strategies.
• Health and Safety regulations knowledge to building standards level.
• Working knowledge of CAFM systems, e.g. eLogbooks.
• Confident, professional and assertive approach with an eye for detail.
• A collaborative mindset with the trust and tenacity to deliver excellence in FOH service.
• The ability to deal with difficult visitors and/or situations in a professional and calm manner, knowing when to escalate where applicable.
• Creative and forward thinking, regularly bringing forward ideas to improve service levels.
• Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.
• Knowledge on Savills systems, e.g. DataStation, Cureoscity.

Skills

• Customer service
• Community engagement
• Hospitality
• Customer relationship management
• Customer engagement strategies
• Health and Safety regulations
• CAFM systems
• Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)
• Savills systems (DataStation, Cureoscity)
• Sales
• Marketing
• Social media platforms

Location

• Onsite

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• £32,000

Benefits

• Client’s discretionary bonus available if client KPIs met.
• Benefits Booklet available for more information.

About the Company

• Savills FOH operates serviced office buildings and provides exceptional customer experiences.