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About the Role

Savills Workforce+ FOH is seeking a Portfolio Front of House Manager to oversee front of house operations across multiple locations and clients. This role is based in London with travel required to other UK sites. The manager will provide guidance to direct reports, cultivate service excellence, optimize employee engagement, and ensure the financial success of the portfolio, aligning all aspects with Savills' brand and values. High organizational abilities, diplomacy, a drive for excellence, and strong relationship-building skills are essential for managing KPIs and conducting regular site visits.

Responsibilities

• Foster a culture of aspirational leadership and act as a figurehead ambassador for the portfolio and team.
• Proactively manage all aspects of the portfolio, ensuring operational and commercial success.
• Ensure compliance with Savills and FOH specific SOPs.
• Drive KPIs within the portfolio towards continuous improvement.
• Deliver timely reports and insightful management information.
• Mobilize new contracts as required, including support with TUPE transfers.
• Support senior management in tenders/presentations when required.
• Proactively manage direct reports to develop all aspects of Front of House within their buildings.
• Make recommendations on improvements and innovations, reviewing technology and service standards.
• Manage the onboarding process, creating welcome packs and onboarding information for new employees.
• Support and develop direct reports and on-site teams, including performance management, training, succession planning, and mentoring.
• Responsible for recruitment and talent management within the managed team.
• Maintain professional presentation and lead by example.
• Manage the visual aspect of the Front of House service by managing standards such as uniform and general presentation.
• Issue all standard operating procedures to new employees, ensuring guidance documents are signed and returned.
• Manage the training pathway for all Front of House employees, providing development and feedback opportunities.
• Write job descriptions and personal specifications to company standards.
• Responsible for direct absence management and ensuring absence is registered within the Cascade system.
• Oversee onsite induction and manage probationary periods in line with company policies.
• Carry out annual appraisals with all direct reports, providing constructive feedback and support for professional growth.
• Strengthen the internal reputation of Front of House by providing exceptional service.
• Deliver events and activations across the portfolio, contributing to ESG goals and customer satisfaction.
• Ensure a strong focus on service excellence is integrated into all departmental aspects.
• Continuously develop and innovate the standard of services.
• Ensure all teams are presentable and professional in appearance.
• Chair and take minutes for Monthly & Quarterly meetings where necessary.
• Encourage a sustainable way of working and bring forward innovative ideas with sustainability as a key focus.
• Proactively engage and encourage team engagement with all Teams groups and channels.
• Take a proactive leadership role in innovations, activities, and awards.
• Demonstrate understanding of competitor and market activity, focusing on best practice, innovation, and community.
• Implement and deliver a regular site visit and client meeting schedule.
• Attend internal and external meetings, mobilizations, recruitment drives, client meetings, welfare visits, and industry events.
• Respond to all emergency out-of-hours calls in a timely and efficient manner.
• Ensure compliance with all ESG, H&S, and security rules and regulations.
• Responsible for issuing all Front of House Procedures and Policies, ensuring compliance.
• Ensure all on-site operational manuals are up to date.
• Assist with any other reasonable requests and tasks from senior management.
• Manage and control payroll for each individual/contract where necessary.
• Manage and take accountability for the team's P&L, reporting monthly on profit/loss and communicating overspends or vulnerabilities.
• Build and maintain relationships with Building Management Teams, colleagues, and teams.
• Communicate with line manager and HR Partner on HR and Training issues.
• Engage in constructive dialogue with direct reports and clients, using influencing skills to achieve desired outcomes and navigate difficult conversations.

Requirements

• At least 2 years of experience managing front of house operations.
• Previous experience managing multiple sites and/or multi-teams across different locations is ideal.
• Experience within luxury hotels or other 5* settings, or the corporate business environment.
• Excellent interpersonal skills and ability to positively influence business decisions.
• Commercial and financial understanding and ability to manage a portfolio P&L.
• Demonstrated ability to manage and lead a team of people.
• Highly organized with an eye for detail.
• Passion to achieve excellence in everything they do.
• Ability to handle a large number of projects alongside managing a portfolio of reception/concierge teams and administrative duties.
• Experience conducting HR-related meetings, including disciplinary hearings, investigations, and sensitive meetings.
• Knowledge of Microsoft Office programmes (Word, Excel, PowerPoint, Teams).
• A positive attitude and a visible passion for customer services.
• Ability to adapt and adjust to multiple clients, contracts, and team styles.
• A strong sense of responsibility and highly professional presentation.
• At least three years of experience managing and mentoring people.
• Must hold a non-front line SIA license (subject to limited vetting).
• Must hold IOSH Managing Safely qualification.
• Availability to pick up calls outside operation hours in emergencies.
• Some weekend work may be required.

Skills

• Front of House Operations Management
• Team Management
• Portfolio Management
• Client Relationship Management
• Contract Budget Management
• People Management
• Health & Safety Compliance
• Operational Excellence
• Service Excellence
• KPI Management
• Reporting and Analysis
• Contract Mobilization
• TUPE Transfers
• Tender Support
• Recruitment and Talent Management
• Performance Management
• Training and Development
• Mentoring
• Onboarding
• Absence Management
• Probationary Period Management
• Appraisals
• ESG Compliance
• Security Compliance
• Financial Management
• P&L Management
• Payroll Management
• Relationship Building
• Interpersonal Skills
• Influencing Skills
• Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
• SIA License Holder
• IOSH Managing Safely

Location

• London
• UK Wide Travel

Work Type

• Full-time
• Onsite

Experience Level

• Senior
• Manager

Education Level

• IOSH Managing Safely

Benefits

• Refer to Benefits Booklet for more information.

About the Company

• Savills manages a wide range of commercial and residential real estate assets across the UK.
• Savills Workforce+ FOH is the in-house service provider for Front of House services in a number of these assets.
• Our ambition is to be the supplier of choice for our internal customers, delivering a service to match the best in the market.