Job objectives and responsibilities:

• Support the delivery of a five start VIP front of house service to a newly refurbished corporate building within central London
• To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy
• Consistently drive performance and introduce best in class working practices
• Line management of Events and Booking teams
• Supports the Front of House Manager and Operations Manager and deputise in their absence.

Main duties:

• Motivate, lead and support the teams to exceed client's expectations.
• Conduct appraisals as necessary with direct reports, ensuring all company guidelines are followed.
• Participate in investigation/disciplinary hearings as necessary, and in agreement with HR, following company and legal guidelines at all times.

• Managing the team's holiday requests and absence. Organise in-house/appropriate cover.
• Responsible for the cross-training all team members.
• Attend all training as appropriate (online, classroom & self-development).
• Identify all necessary training requirements and development needs for the team.
• Identify succession planning and skills gap analysis for team members and draft development plans where required.
• Ensure that the teams observe and follow data protection legalities at all times.
• Ensure a safe and healthy working environment is available for staff to perform their duties.
• Maintain the QHSE site file.
• Create and maintain a suite of operating procedures.
• Carry out the end-to-end recruitment process for all vacancies.

Person Specification:

• Experienced in delivering VIP customer service in a corporate / hospitality environment.
• Customer Service/ Events / Hospitality based qualification.
• Strong communication skills (both written and verbal).
• Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.
• The ability to interact confidently with all levels of business and guests.
• Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices.
• Strongly self motivated individual possessing a can do attitude and a drive to learn.
• A positive, outgoing personality looking to be part of a strong and established team.