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About the Role

This role focuses on maintaining a professional Front of House presence, ensuring exceptional customer service, and fostering community engagement within a prestigious commercial building. You will act as the building's ambassador, providing assistance to all users and leading the Front of House team to create a welcoming and engaging environment.

Responsibilities

• Lead the delivery of an exceptional, five-star hospitality experience.
• Act as the face and ambassador of the building, creating a seamless journey for occupiers, visitors, contractors, and clients.
• Champion a proactive, hotel-inspired approach to Front of House services.
• Create a welcoming environment that gives the building its own unique identity and personality.
• Build and maintain strong relationships with occupiers, understanding their needs and responding to feedback.
• Act as the primary point of contact for all Front of House-related enquiries and operational matters.
• Lead by example through visible lobby hosting, actively engaging with occupiers and visitors.
• Manage all Front of House communications, ensuring a professional and customer-focused approach.
• Lead the planning and delivery of the building's occupier engagement strategy by developing and maintaining an annual calendar of events and initiatives.
• Build strong relationships with local businesses, charities, and community organisations.
• Continuously gather and analyse occupier feedback, identifying trends and implementing service improvements.
• Provide visible leadership to the Front of House team, fostering a culture of accountability and professionalism.
• Ensure the highest standards of presentation are maintained across all customer-facing areas.
• Lead, coach, and develop the Front of House team through effective recruitment, training, and performance management.
• Manage all employee relations matters, ensuring compliance with company policies.
• Develop, maintain, and regularly review Front of House Standard Operating Procedures.
• Ensure reception operations are effectively managed at all times, maintaining appropriate staffing levels.
• Promote a proactive service model where team members are visible within the lobby.
• Champion a luxury hospitality culture inspired by premium commercial buildings and five-star hotels.
• Lead by example, ensuring every customer interaction demonstrates professionalism and genuine hospitality.
• Understand the building's demographic and adapt services accordingly.
• Encourage innovation by identifying opportunities to enhance customer touchpoints and service delivery.
• Position the Front of House team as trusted hosts and ambassadors for the building.
• Maintain full operational oversight of all Front of House environments through regular inspections and audits.
• Work collaboratively with Security, Housekeeping, Engineering, and other service partners.
• Hold contractors and service partners accountable for agreed service levels.
• Conduct regular soft services inspections.
• Maintain accurate operational records, reports, audits, and building logs.
• Develop a thorough understanding of building systems, operational procedures, and emergency protocols.
• Take full ownership of the building app, ensuring it remains engaging, informative, and relevant.
• Enhance digital occupier engagement by positioning the Building App as a useful communication platform.
• Work in partnership with the Building Management team to continuously develop the tenant portal, Visitor Management System, and Building App.
• Maximise the use of digital communication platforms to promote best practice and service excellence.
• Monitor app usage, analyse engagement data, and implement strategies to increase participation.
• Create a vibrant workplace community by developing and delivering a structured occupier engagement strategy.
• Produce and manage an annual events calendar incorporating various activities.
• Build and maintain relationships with local organisations to deliver innovative events and benefits.
• Continuously research emerging workplace and hospitality trends.
• Take ownership of the management and coordination of the Level 9 Pavilion and Terrace.
• Manage the full event lifecycle, including gathering requirements and coordinating logistics.
• Ensure all event spaces are fully prepared ahead of time.
• Work closely with Housekeeping and operational teams to ensure event spaces are presented to an exceptional standard.
• Support the promotion of events through appropriate building channels.
• Proactively engage with event organisers and guests to gather feedback.
• Maintain a strong focus on hospitality and customer experience during events.
• Take ownership of meeting room management, ensuring rooms are fully prepared.
• Communicate upcoming meeting requirements clearly with all service partners.
• Recruit, mentor, coach, and develop a high-performing Front of House team.
• Inspire a hospitality-first culture focused on collaboration and customer excellence.
• Identify learning opportunities and encourage knowledge sharing.
• Promote employee engagement and wellbeing.
• Ensure all Front of House operations comply with Health & Safety legislation and company policies.
• Attend Building Management meetings and service reviews.
• Support the management of operational incidents and emergency situations.
• Maintain exemplary personal presentation and professionalism.

Requirements

• Proven management experience within a five-star customer service, luxury hospitality, or premium commercial office environment.
• Significant experience leading Front of House operations within a high-profile, customer-focused environment.
• Strong leadership and people management skills.
• Outstanding interpersonal, communication, and relationship-building skills.
• A confident, professional, and approachable manner.
• A warm, engaging, and personable personality.
• Excellent situational awareness.
• A thorough understanding of five-star hospitality principles.
• The ability to confidently manage difficult situations and complaints.
• A proactive, innovative, and forward-thinking approach.
• Strong commercial awareness with a continuous improvement mindset.
• Confidence in influencing service partners and stakeholders.
• Excellent organisational skills with exceptional attention to detail.
• High levels of emotional intelligence, resilience, and professional integrity.
• The ability to analyse customer feedback and recommend service improvements.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience using Savills property management systems is advantageous.
• Experience managing or administering building applications, tenant portals, and Visitor Management Systems is advantageous.
• Working knowledge of Canva and/or Adobe Creative Suite is advantageous.
• Previous experience within a premium mixed-use or multi-tenant commercial building is advantageous.
• Experience planning and delivering occupier engagement programmes, events, and community initiatives is advantageous.

Skills

• Customer service
• Hospitality
• Leadership
• People management
• Communication
• Relationship building
• Interpersonal skills
• Situational awareness
• Problem-solving
• Innovation
• Commercial awareness
• Organisation
• Attention to detail
• Emotional intelligence
• Resilience
• Professional integrity
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Canva (desirable)
• Adobe Creative Suite (desirable)
• Savills property management systems (desirable)
• Building applications management (desirable)
• Tenant portals management (desirable)
• Visitor Management Systems management (desirable)

Location

• Building

Work Type

• Full-time

Experience Level

• Management experience
• Front of House operations leadership experience

Benefits

• Benefits Booklet available

About the Company

• SMR's operations