Front of House Team Leader - Mitie, Birmingham

Salary:  £29-33k per annum DOE

Availability required:  Monday to Friday 630am to 7pm

Reporting to:  Regional Front of House Manager

At this corporate flagship office, located in the heart of Birmingham, the building offers state of the art meeting room and event space technology, and an unparalleled working environment.  Our guest services team strives to create memorable moments for clients and colleagues alike.

Role Overview:

We seek a dynamic individual to join our elite corporate guest services team as Team Leader.  Our team is responsible for delivering exceptional arrival and departure experiences for our visitors and colleagues, proactively managing the working floors, meeting rooms, and collaboration spaces, and providing in-depth knowledge of the building's facilities and amenities.  As a key member of our team, you will play a vital role in crafting seamless and memorable experiences for our colleagues and visitors, exceeding expectations by going above and beyond to ensure every visitor and colleague feels valued and looked after during their time on site.  Consistency, dedication, and diligence are essential for success in this role, as is the ability to coordinate a team and lead a shift.

The ultimate goal of the Front of House Team Leader is to act as brand ambassador for standards, coordinate the floor hosts on shift to proactively manage the workspace and support the site leadership team, handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations. 

You will coordinate and lead the daily porterage requirements relating to the setup of event spaces and meeting rooms, provide first fix IT/AV support to colleagues and visitors using the meeting the rooms, carry out floor walks to identify faults, and remain vigilant to prevent security breaches.  

This is a physically demanding role and you will be spending a lot of time on your feet.  You will be a natural problem solver. 

To be an active and contributing senior member of the Front of House team, ready to step in and support any area at any time.     

Key Responsibilities:

• Lead:  Ensure site procedures and service standards are followed at all times
• Facility Coordination: Support facilities management and the wider FOH team to proactively manage the workspace, ensuring compliance and maintaining high service standards.
• Meeting Rooms and Porterage:  Own the set up and reset of meeting rooms and event spaces to specified layouts
• Touchpoints: Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required
• Warm Welcomes: Conduct visitor arrival/departure check-in and check-out by managing and issuing access, in a manner aligned with a 5* hotel
• Quality check: Observe, coach, and support the team
• Support: Act as main support to the FOH Leadership team and Facilities Manager
• Resolve: Make it right when we get it wrong
• Coordinate: Manage last minute shift changes, ensure aces are in places at all times, and ensure support is available to the team
• Security: Be vigilant at all times, to keep our colleagues and visitors safe

Main Duties:

• Facilities Processes: Carry out onsite facilities inspections, floor walks and service audits
• Serve: Act with a 5* concierge mindset
• Technical Expertise:  Offer first class meeting room first fix AV support.  Undertake regular checks of AV kit to ensure it is working at all times.  
• Available: Be highly visible, always available and the “go to” person for queries
• Train: Identify training needs and support the leadership team to deliver these requirements 
• Review: Check and ensure the working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site
• Support the manager to maintain accurate and up to date personnel files including working hours, payroll, training and development records in line with contractual requirements
• Step Up: Be a champion for diversity and inclusion on site
• Administration: Support with rota preparation, reporting, logging work orders and other associated tasks

What we are looking for:

The ideal candidate will already have a minimum 2 years' experience in a similar role in a prestigious corporate office environment.  You will have a genuine passion for delivering personable, 5* hotel style service.  You will be a natural leader, confident to work alongside and support to ensure  service delivery aligns with prescribed standards.  You will enjoy the art of service, and be looking to progress your professional development.  

Qualifications:

• Comparable role experience in a similar corporate office environment
• Strong leadership, motivation, and people skills
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate grooming, personal presentation and sense of style
• Comfortable with wearable and mobile tech (radios, headsets, tablets)
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• Competent using visitor and space management tools, such as Condeco

Core skills required:

Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation