Front of House Supervisor - Mitie, Birmingham

Salary:  £30-35k 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 guest services team as Supervisor.  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 lead and train a team of executive receptionists , facilities assistants and floor hosts effectively.

The ultimate goal of the Front of House Supervisor is to act as brand ambassador for standards, run the shift, handle special requests including preferences for colleague's and visitor's time on site, ensure meeting and event spaces are setup and working correctly, as well as show intuition and empathy in all kinds of situations.  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.  You will be based at our Client's state of the art location, and also provide support to our wider portfolio.  You will have a small team of direct reports.     

Key Responsibilities:

• Lead:  Ensure site procedures and service standards are followed at all times
• Be Visible: Work alongside the team on the reception desk and working floors, with a hands on approach
• 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:

• Serve: Act with a 5* concierge mindset
• Available: Be highly visible, always available and the “go to” person for queries
• Manage: First point of contact for team relating to: absence planning and reporting, lateness, rota preparation, general queries
• Train: Provide enhanced training to the team and trainees
• 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
• Share:  Lead effective briefings at the start of end of each shift to set standards, keep the teams informed and engaged, collate any issues, feedback or risks and escalate the to the manager
• Standards: Carry out onsite facilities inspections, floor walks and service audits
• 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
• Step Up: Be a champion for diversity and inclusion on site
• Administration: Report preparation and other associated tasks
• People Processes: Support the manger with the delivery of people related processes, such as recruitment, and HR activities

What we are looking for:

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

Qualifications:

• A degree-level qualification in Hospitality studies or similar (desirable)
• Demonstrable experience of leading a small team in a similar position and 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