Front of House Manager

Front of House Manager 

Basildon 

The role is based at a high profile site, which hosts a number of high profile client meetings. You will be responsible for creating an unforgettable experience for each visitor, being the first point of contact for all visitors to the building and for all call enquiries, providing an excellent first impression by demonstrating a high level of customer care, professionalism and engagement as well as vetting the guests who enter the premises according to the building procedure.

As the first point of contact for visitors and callers to the client site, the Front of House Manager will provide a great first impression. You will be responsible in ensuring the reception desk is run efficiently and a five star service is showcased at all times

Responsibilities

• Reporting to the Head of Facilities
• Responsible for the management of the reception unit staff
• Manage on-site car park usage
• Meet and greet all visitors to the premises warmly in line with Perception standards and offer them help immediately, ensure clients have a positive experience when they arrive at the premises
• Liaise with the Health & Safety Manager and coordinate the appointed Fire Marshalls throughout the building in the event of a fire or fire drill
• Provide appropriate training for the Executive Support Team (EST) (Holiday/Sickness cover) 
• Update the site SOP on a regular basis and send to the Account manager
• Deal with any questions or queries and escalate where appropriate to the Head of Facilities
• Take an active role in your own development and attend as many training & development opportunities as possible
• Assist visitors and staff with queries in a knowledgeable and professional manner
• Proactively offer additional assistance as and when required
• Maintain excellent customer care and front of house standards at all times
• Manage complaints in a calm and professional manner and escalate if necessary
• Develop and maintain excellent relationship with guests and staff in the building
• Organise and maintain the reception and common areas, and report any cleaning issues to the Cleaning Manager
• Liaise with building Cleaning Manager, Security Manager and Facilities helpdesk when required
• Assist with on-boarding new starters, ensuring the client’s new hires receive a professional and efficient welcome to their premises
• Operating the switchboard in a warm, confident and friendly manner in line with Perception standards. Answer, screen and forward calls accordingly
• Meeting rooms management via a dedicated mailbox on a computerised meeting room booking system
• Monitor meeting rooms usage and ensure bookings are cancelled if not required
• Having an eye for detail and checking rooms are tidy all throughout the day
• Carry out administrative tasks and duties as and when required
• Booking catering facilities – organise lunches and liaise with the catering team
• Perform administrative tasks for visitors such as photocopying, printing, booking taxis etc.
• Maintain front door security and report any suspicious activity
• Manage the access control system and authorise temporary passes when required
• Adhere to the site’s safety and security procedures and regulations as set out by management
• Represent the business with a positive attitude and professional appearance
• Report any maintenance issues in the reception and common areas to the Facilities Helpdesk and follow up accordingly

What we are looking for

• Excellent communication skills, both verbal and written, and a telephone etiquette
• Professional and enthusiastic manner
• To take ownership and pride in your reception area
• To take a leading role in your own personal development
• To work in a flexible manner towards changes and needs of the business
• Ability to multitask and deal with clients and visitors in a professional manner at all times
• Able to adjust quickly to new procedures and situations
• Excellent customer service skills
• Ability to communicate at all levels
• Understanding of corporate working environment (essential)
• A working knowledge of Microsoft Office (essential)
• Speed typing (desirable)
• Innovation concepts and forward thinking
• Excellent Microsoft skills in Word, Excel and Outlook, (2010 version is desirable) IT literate (essential)
• Previous Experience with a Front of House Management system (Multibadge, Elvis, Cabbs, Vicinitee)
• Valid SIA License for door supervisor is essential /will need to be obtained
• Ability to communicate with clients at all levels and ensure that all communication is appropriate
• Able to work under pressure
• Flexible approach and strong efficiency
• High level of personal grooming & hygiene
• Proactive and positive attitude to your work and site

About the company

Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.3 billion and a workforce of 80,000 people worldwide.