Purpose of the Role

The main purpose of the role is to maintain a presence on the front of house area in addition to common areas between reception and the common area. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants and clients. You will be a customer service professional, have a positive and bubbly personality and have natural flair with service delivery. You will adopt a ‘One Team’ approach, ensuring that all Trusted Service Partners work as one in the Customer Journey. You will deliver and promote others to deliver exceptional service creating a lasting impression to all. You will be required to organise regular pop-ups for the tenants promote awareness content as well as take charge of the app events and discount section by getting the best offers and information.

Key Responsibilities

·        Maintain the highest standards of presentation across the property at all times, ensuring the reception area remains clean, tidy, welcoming, and compliant with five-star audit expectations.

·        Provide administrative and operational support to ensure smooth FOH service delivery, including assisting with documentation, reports, and coordination duties.

·        Actively participate in the training and onboarding of cover staff to ensure consistent service standards.

·        Oversee and coordinate trusted service partners relating to reception and common lobby areas, including monitoring housekeeping performance and service delivery.

·        Serve as the primary point of contact for all occupier FOH-related queries, complaints, and general operational matters.

·        Develop, review, and maintain Front of House service SOPs, manuals, and Health & Safety documentation.

·        Participate in Building Management meetings, delivering FOH updates including contractor activity, service delivery feedback, and operational changes.

·        Attend Monthly Reception Services Meetings with RS Management and Building Management.

·        Proactively identify opportunities for service innovation and continuous improvement to enhance the evolving FOH offering.

·        Maintain a high level of personal appearance and professionalism at all times; uniforms, if provided, must be kept clean and presentable.

·        Carry out duties in line with instructions from the Reception Services Line Manager, Operations Manager/Supervisor, or RFM.

·        Establish and maintain professional working relationships with staff, tenants, and contractors, acting as the first point of contact for the building.

·        Greet, assist, and direct all visitors promptly, ensuring they reach the correct location or contact within the building.

·        Answer all telephone calls and intercom queries in a professional and efficient manner.

·        Ensure a consistent physical presence at the reception desk, which must not be left unattended during building opening hours.

·        Acquire a thorough working knowledge of building systems and procedures to act effectively during Building Management absence.

·        Complete all required log reports and administrative documentation accurately and in a timely manner.

·        Ensure compliance with landlord obligations for health & safety and fire procedures; verify that all contractors adhere to site requirements and H&S processes.

·        Adhere to all company rules, policies, and terms of employment.

·        Conduct operational checks, process reviews, and maintain a visible presence across customer-facing areas.

·        Carry out regular soft-services inspections to uphold high standards in housekeeping, waste management, reception services, security, and landscaping.

·        Foster a sense of community within the building and support the enlivenment agenda, including coordination of events and engagement activities.

·        Assist Building Management with incident response and operational issues when related to FOH service delivery.

·        Take ownership of the building’s digital platforms, including the visitor management system, Helpdesk, mobile app, and supporting occupier systems.

·        Monitor, acknowledge, and action Helpdesk jobs promptly, escalating to relevant departments when required.

·        Coordinate events, enlivenment initiatives, and lifestyle/concierge-style services to enhance occupier experience.

·        Work within the RISE methodology to deliver services aligned with Savills' core service principles (5Es).

·        On Fridays, provide administrative and ad-hoc support to the Property Management team in the back of house, assisting with documentation, data entry, scheduling, filing, and general office tasks as required.

 Skills, Knowledge and Experience

It is the nature of work of SMR 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 previous experience in the 5* Customer Service industry.

• You will be confident, professional and assertive.

• You will have a friendly, bubbly personality whilst remaining professional at all times.

• 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.

• 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.

·        Experience with Canva

·        Knowledge on Savills systems.

Working Hours - 8am-5pm, 8:30am – 5:30pm, 9am-6pm; 40 hours

Salary - £35,000.00 

#LI-DNI

Please see our Benefits Booklet for more information.