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As a Signature Front of House Manager you will be responsible for the delivery of first-class customer service in the London, Cardiff and Hove office and outstanding communication in front of house to facilitate the resolution of all requests within your place of work. As the face of your client and of Signature, you will work in a team and be responsible for creating an authentic and lasting first impression. This role will be directly reporting into the Operations Manager and the Client and you will be responsible for the day to day facilities for the team.

Location: London EC2 Role: FOH Manager

40hrs Monday to Friday between 08:00 -17:00, 09:00-18:00, flexibility required to support events

• Responsible for the service delivery of the Front of House team in London office, Cardiff and Hove.
• Management of all onsite Signature team members
• Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
• To build professional relationships with key stakeholders to develop knowledge of personal requirements
• To identify and manage the methods of improving quality, standards and variety within the FOH Team
• To ensure that team members obey site rules and maintain a smart appearance including the wearing of correct uniform
• To complete all required paperwork i.e., annual leave notifications / support services requests
• To conduct monthly and annual reviews of all direct reports, ensuring clear SMART objectives are set and being supported
• To arrange and distribute monthly team rotas, including the arrangement of agency when required
• To be responsible for all recruitment/onboarding of new starters
• To monitor breaks and start/finish times within company site rules
• To communicate effectively with all departments, especially the PA and Secretaries community
• To look out for and advise your client when you see ways to improve work activities or reduce cost
• To demonstrate a willing and positive manner and to lead by example at all times
• To communicate effectively with all team members and participate in all contract activities
• To act as the central point of contact on-site for all service lines, contractors, clients, and guests
• Use computer as an effective communication tool, inputting data as requested into excel and word documents
• Ability to identify and escalate building maintenance issues/hazard perception via the helpdesk – actively following up on issued logged for conclusion
• To demonstrate a great working relationship with all service area's; liaising with them daily to ensure delivery of a quality service, on time, to specification
• Attend training as appropriate/on-line/out of house/self-development
• Arrange appropriate training for all team members and ensure that all team members' Training Matrix are up to date
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• To ensure you are immaculately dressed in uniform and adhere to Signature personal appearance guidelines
• To portray a friendly, professional, and courteous demeanour at all times, using open and appropriate body language
• To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
• To be articulate and pre-empt the needs of clients and visitors
• Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
• To ensure meeting room requests are processed efficiently; prepare, set up and clear meeting rooms for internal and client meetings if and when appropriate
• To be responsible for the upkeep and cleanliness of your allocated areas
• To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
• To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards
• To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards
• Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs

Person Specification

• A clear understanding of Health & Safety practices, IOSH preferred
• Passionate about exceptional customer experience.
• Enthusiastic and conscientious
• An understanding of Audio Visual and IT systems
• Computer literate (Word, Excel, Outlook E-mail) and excellent administration skills
• Organised, capable of managing and prioritising multiple workflow requirements
• Excellent written and oral communication skills
• High attention to detail
• Ability to build positive relations with colleagues, guests, and clients
• Immaculate personal presentation endorsing the Signature five-star image
• Previous experience of managing a team
• Previous experience within 5-star customer service role, gained within a corporate environment
• Excellent time management and organisational skills
• The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
• Ability to deal with multiple requests simultaneously
• To support the team in achieving a positive representation of the Signature Standards
• Be innovative, identifying improvements and smarter ways of working
• Strong experience with space scheduling and visitors' management software (Condeco, preferably)