Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

We are seeking an exceptional Team Lead - Front of House to join a prestigious mixed-use commercial and residential estate. This high-profile site welcomes residential tenants, senior clients, and visitors regularly. The successful candidate will be a natural people person with a passion for delivering outstanding customer service and building positive relationships, leading by example to ensure the highest standards of professionalism and service excellence.

Responsibilities

Oversee Front of House operations across three reception areas.
Act as the primary point of contact for occupiers, visitors, clients, and service providers.
Deliver a welcoming and seamless visitor experience following St James standards.
Manage high volumes of visitors calmly and professionally.
Handle incoming telephone calls, directing enquiries, taking messages, and resolving issues.
Support residential back-of-house operations, including managing deliveries.
Lead, motivate, and manage a team of 4 Front of House professionals.
Support and develop team members through performance reviews and coaching.
Manage and maintain reception rotas and coordinate cover arrangements.
Ensure all team members are professionally presented and adhere to company standards.
Build and maintain strong relationships with occupiers, clients, visitors, and landlords.
Assist guests, occupiers, and visitors with queries and requests.
Manage difficult situations and distressed individuals with confidence and empathy.
Promote occupier engagement initiatives, events, and building amenities.
Produce and distribute daily handovers, weekly reports, monthly reports, and other management information.
Maintain and update operational resources, including the St James Manual and contact databases.
Carry out general administrative duties, including word processing and stationery ordering.
Collate and deliver accurate operational reports for clients and senior management.
Review and enhance Front of House standards, procedures, and best practices.
Support the implementation of new systems and process improvements.
Create, coordinate, and manage the building events calendar.
Ensure events and occupier engagement activities are presented and delivered to a high standard.
Ensure full compliance with all St James policies, procedures, and Health & Safety requirements.
Be fully conversant with emergency procedures and support health, safety, and environmental legislation.
Report accidents and incidents promptly.
Maintain a professional presence at agreed operational times.
Respond flexibly to changing business needs and client requirements.
Maintain positive working relationships with colleagues and service partners.
Undertake any other reasonable duties to support clients, customers, colleagues, and the business.

Requirements

Previous experience managing teams, rotas, and performance processes.
Strong administrative and reporting capabilities.
Highly organised, proactive, and customer focused.
Able to remain calm under pressure while maintaining exceptional service standards.
Confident using workplace technology, databases, and engagement platforms.
Strong organisational and administrative abilities, with excellent attention to detail.
A professional, positive, and proactive approach to work.
Excellent timekeeping, reliability, and punctuality.
Tact and diplomacy.

Skills

Excellent communication and relationship-building skills.
Experience managing occupier engagement initiatives and events is desirable.
Innovation and creativity.

Location

Mixed-use commercial and residential estate

Work Type

Full-time

Experience Level

Management experience

About the Company

Prestigious mixed-use commercial and residential estate with significant visibility.