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About the Role

Maintain a presence in the front of house and common areas, offering assistance to all building personnel and visitors. Deliver exceptional service, create a lasting impression, and organize weekly pop-ups and manage the Ropemaker app events and discounts.

Responsibilities

Ensure the highest standards in property presentation are maintained.
Keep the reception area clean, tidy, and welcoming to five-star audit standards.
Manage trusted service partners for Security, Reception, and housekeeping.
Assist the General Manager/Assistant Property Manager with FOH Service Delivery.
Serve as the main point of contact for occupiers regarding FOH queries, complaints, or operations.
Develop, review, and maintain Front of House Service SOPs, Manuals, and Health & Safety.
Directly manage the Reception Team to ensure 5-star service delivery.
Manage sickness, return to work reviews, self-certifications, and absence.
Conduct one-to-one meetings, monthly service reviews, investigations, and disciplinary meetings.
Partake in Building Management meetings, providing Front of House updates.
Attend Monthly Reception Services Meetings with RS Management and General Management.
Bring forward service innovation and improvements regularly.
Maintain a very high standard of personal appearance and display a courteous, professional, and helpful nature.
Ensure the team upholds high standards of appearance and conduct.
Carry out duties in accordance with instructions from management.
Establish professional working relationships with staff, tenants, and contractors.
Act as the first point of contact for the building.
Lobby Host in the Reception area and welcome visitors when required.
Promptly assist and direct all visitors to their required location/contact.
Answer the telephone and intercom system professionally for tenant queries.
Maintain a continuous physical presence at the reception desk during operating hours.
Complete all required log reports.
Comply with and ensure landlord obligations for health and safety and fire precautions are met.
Ensure contractors adhere to site requirements for contractor management and H&S.
Abide by all company rules, terms, and conditions.
Conduct operational checks and process reviews with a visible floor presence.
Implement regular soft services checks for housekeeping, refuse collection, reception, security, and landscaping.

Requirements

Experience in the 5-star Customer Service industry.
Confident, professional, and assertive demeanor.
Friendly, bubbly personality whilst remaining professional.
Acutely aware of surroundings and occupiers to ensure timely service.
Understanding of the importance of 5-star service delivery.
Ability to deal with difficult visitors and/or situations professionally and calmly.
Creative and forward-thinking with ideas for service improvement.
Full range of Microsoft applications including Word, Excel, PowerPoint, Access, and Outlook.
Management experience in the 5-star Customer Service industry (Desirable).
Proficient in full range of Microsoft applications (Desirable).
Knowledge on Savills systems (Desirable).
Tasks and responsibilities may be unpredictable and varied; staff are expected to work flexibly.

Skills

Customer Service
Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)
Communication
Problem-Solving
Team Management
Health & Safety Compliance
Interpersonal Skills
Service Innovation

Location

Ropemaker Place

Work Type

Full-time

Experience Level

Management experience (Desirable)

Salary/Compensations

£41,000