Front of House Account Manager

Portico is a specialist provider of high quality and tailored front and back of house guest services. 
Our fully managed services include all Front of House and other ‘soft’ services. Passion and service are integral to everything we do at Portico. We don’t just offer a great welcome, we take care of all the little things that make a real difference to the experiences people have.

We are currently looking for a Front of House Account Manager to look after one of our most prestigious clients based in Canary Wharf. The role of the Front of Account Manager is to manage and develop the Deputy, Team Leader and Front of House team to provide the highest level of client care and personal service to all stakeholders in our clients business which includes visitors, clients and internal stakeholders. This role is in a developing our client’s relationship and building a close working partnership is essential, with both our direct client and their clientele.

DUTIES:

• Manage, motivate and develop individuals within the team to enable them to meet current and future team and client needs.
• Oversee the Deputy FOHM and Team Leader management of rotas to ensure adequate cover at all sites at all times to ensure the provision of a consistent service
• Provide day to day direction and coaching to the Deputy to ensure that all training and competency records for each team member is maintained.
• To assist the Client and Operations Manager at Canary Wharf Group with developing and implementing the Welcome for any future Canary Wharf Group business.
• Develop succession plans to support the longer term growth of the business as well as individual development needs.
• Delegate in a way that encourages development and creates a sense of ownership and responsibility at all levels
• Coach individuals in the team to build a high performing team to meet client needs. Also reward and recognise individual and team perform to encourage an engagement and motivation.
• Focus on reducing high turnover with the Front of House Team by implementing enhanced standards, increased motivation and support.
• Produce monthly, quarterly and annual ad-hoc reports on service usage and service issues.
• Manage the agreed contracted service level agreements and monitor delivery of service in line with SLA / KPI criteria.
• Hold monthly team meetings and regular team briefings to ensure team engaged with the overall vision for the contract.

EXPERIENCE / ATTRIBUTES REQUIRED:

• A proven track record of successfully managing a team of at least 10 people +
• Experience of managing service level agreements and key performance indicators.
• Experience of data analysis and interpreting and presenting data in a business environment including proposals for improvements.
• A proven track record of successfully presenting management information and being able to collate and report statistics for performance measurement.
• Ability coach and guide DFOHM and TL in managing challenging Team situations through to resolution
• Some experience in a events services environment is desirable

If you are interested in an opportunity to join Portico, then please send us your CV and covering letter. We look forward to hearing from you.

Due to high volume of interest, we are unable to respond to every application.  If you have not received a response within 15 working days, please consider your application unsuccessful.