Purpose of the Role

Overall, Purpose/Aim:

The Guest Services Manager will lead the front of house team to deliver an exceptional welcome experience within this luxury Mayfair St James’ location.

As a service professional, you will be expected to craft the onsite customer journey, tailoring the experience to each guest and foster a culture among your team akin to that of a 5-star luxury hotel, delivering proactive, intuitive boutique service to the highest standard. You will be a collaborative worker, confident dealing with VVIP and HNW, overseeing the entire workplace experience, meeting room bookings, catering arrangements, assisting with IT/AV setup and arranging uniquely personal experiences and an outstanding lasting impression.

The successful candidate for this role will be a trustworthy, discreet communicator, acting as the first point-of-contact for the guest lounge, leading on personalised services, creating a lasting impression to all, including service enhancements and activations/engagement events within the hospitality area, as well as organising other community-building events and activities. With your flexible mindset, you will be able to adapt frictionlessly between stakeholders and changing situations, ensuring the lounge, meeting rooms, and FOH team is guest-ready at every moment for any unplanned high-profile clients.

You will be a customer service professional, leading with a positive and inspiring personality, demonstrating a natural flair for engaging with stakeholders and motivating your team as well as embedding a ‘One Team’ approach to ensure that all work as one across FOH, housekeeping, security, and other trusted service partners for a seamless experience.

Key Responsibilities

• Ensure the highest standards in presentation are maintained at all times, noting that the hospitality lounge and the FOH team is immaculately presented, welcoming and to a five-star audit standard at all times.
• Foster an environment where your colleagues’ experience and expertise are valued.
• You will be responsible for managing two FOH professionals and their duties, including meeting room bookings, meeting room readiness, catering arrangements, assisting with IT/AV setup, as well as taking on the duties yourself where required.
• To proactively lead on the visitor experience, including lobby hosting, advance planning for personalised welcome, concierge services and organising the team for best effect during VIP and group visits.
• To be main point of contact to all occupiers for FOH related queries, escalations or general operations.
• You will develop, review, embed and maintain Front of House Service SOP’s, Manuals and Health & Safety as well as routinely update the FOH Handbook.
• You will be responsible for directly managing the Reception Team – ensuring 5* service is delivered at all times.
• You will be responsible for sickness management and return to work reviews, self certs, absence management and that which relates to absenteeism.
• To confidently conduct one-to-one meetings, monthly service reviews, investigations, disciplinary meetings, and manage your team effectively on all operations.
• To partake in Building Management meetings, delivering Front of House updates which includes Contractor management details and changes.
• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving the FOH Service.
• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied, it must be kept in an acceptable and clean condition at all times. You will also be responsible in ensuring you team upholds the same high personal presentation standards.
• To carry out duties in accordance with instructions by your Operational Line Manager, Building Manager/Supervisor/RFM.
• Establish a professional working relationship with all the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone for all queries in a professional manner.
• To maintain a physical presence at the lounge; it is not to be left unmanned at any time during building opening hours.
• To carefully complete all log reports that may be required by the employer or the building manager.
• To comply with and ensure that the landlord obligation for health and safety and fire precautions is always met. To ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures.
• To be aware of and abide by all rules, terms and conditions of the company at all times.
• Carrying out Operational Checks and process reviews with a hands-on approach and visible floor presence across all customer facing areas.
• To implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.
• To create a community within the building and take ownership of the enlivenment piece. Including events management.
• Attending with the Building Management and incident/operational issues as required when directly related the delivery of front of house services.
• Curating events and enlivenment and engage with occupiers to offer lifestyle and concierge services both in person and via the building app.
• To assist the building manager in reasonable tasks in relation to building management.

Skills, Knowledge and Experience

It is the nature of work of Savills FOH that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

You will have Management experience in the 5* Customer Service industry, ideally corporate guests service or hospitality.

• You will be confident, professional and assertive with an eye for detail and a curious, yet resilient approach.
• You will have a friendly, bubbly personality whilst remaining professional at all times, working within a culture of collaboration, trust and tenacity to deliver a world class excellence in FOH service.
• You will have experience of working within a luxury setting, delivered boutique services and engaging with HNW and VIP stakeholders and understand the importance of discretion and client privacy.
• You will be acutely aware of your surroundings and occupiers – ensuring that service levels do not drop and all visitors/occupiers are seen to in a timely manner
• You will understand the importance of 5* Service delivery, displaying outstanding hospitality skills.
• You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.
• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.

Desirable

Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.

Knowledge on Savills systems.

The candidate attributes detailed above are considered to be non-essential although training will be provided on more technical aspects of the role.

Working Hours - 40 hours per week 8am-5pm 

Salary - £45,000 

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Please see our Benefits Booklet for more information.