Front of House Manager

£30000.00 - £350000.00

Job Description

Our Legal client is looking for a Front of House Manager to join their Operations team. The key feature of this role is to provide a comprehensive and efficient reception, switchboard and bookings service across our offices that meets the needs of the partnership, its internal and external clients.

You will work closely with the Head of Client Services and Facilities to ensure standards are kept high and there is efficient staff management across all 8 offices.

Front of House Manager – The Role

·         planning the firm`s client services requirements to provide high quality reception booking and switchboard services

·         the strategic management of the hospitality (fine dining and meeting room service), as well as catering services and event management support

·         having responsibility for auditing standards and procedures within the reception booking and switchboard areas to ensure that excellent service delivery is consistently provided to external and internal clients and tenants

·         implementing changes and defining best practice as appropriate with a view to standardising services across our offices

·         managing and introducing a hospitality system, as well as providing reports and statistics as required

·         working closely with the Clients & Markets team to plan events for the firm and maximising the use of in-house facilities; this is to help ensure the smooth running of events/seminars within our offices and providing exceptional customer service for all in attendance

·         liaising with Partners, key business managers and Facilities Managers to ensure full and proactive business support is provided to their areas of responsibility; reviewing existing services provision and implementing appropriate changes as business needs require

·         managing the catering suppliers

·         developing new opportunities to add value

·         completing regular management reports as required

Team and Management responsibilities will include:

·         managing and developing the front of house, room bookings and client services team including mentoring and training

·         raising the standard of service in answering and distributing calls and ensuring our call operators are fully trained on switchboard and mobile phone equipment

·         constantly reviewing our telephony Mitel system according to business demands and measuring accuracy and efficiency in call monitoring and identify upgrades as necessary

·         ensuring that all relevant staff are trained to service meeting rooms and there is consistency across the firm with level and style of service to meeting rooms

·         developing an on-going assessment of performance and perception including regular internal client feedback and preparing appropriate performance reports

·         participating on any relevant Committees and relevant groups associated with the roles or team responsibilities

Front of House Manager – The Candidate

·         a minimum of 2 years’ previous experience in a similar role

·         solid previous experience in quality hospitality and client services

·         a sound knowledge and experience of telephony systems

·         a clear understanding of excellent client service and how to deliver excellent client service

·         the ability to drive projects through, with a high degree of self-motivation and energy

·         a “can-do” personality, with the ability to make things happen.

·         willingness to be flexible; performing responsibilities not identified in this advert and assuming responsibilities as the firm’s needs change

·         a very strong attention to detail and accuracy

·         the ability to provide practical and pragmatic solutions with speed and efficiency

·         a completer / finisher with a strong focus on getting things done in each office, with getting the best outcome suitable to local office conditions

·         committed to delivering excellent levels of service to internal and external clients at all times