Front of House Supervisor

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories.We'reseeking talented professionals who thrive in fast-paced environments and are eager to drive meaningful change. This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution. Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.

Front of House (FOH) Supervisor

The role of aFront of HouseSupervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence as a role model and to driveGuest ServicesAmbassadors and Coordinators to provide seamless visitor experience, and all reception duties are attended to. A highly self-motivated individual who has an instinctive customer centricapproach thatanticipatesour HSBC colleagues & customer’s needs in line with the CX vision “enabling opportunities for everyoneto flourish”.

Working hours/pattern            

Monday to Friday on a rotational basis, 40 hours per week. Flexibility is essential to support events and key business activity.

Key responsibilities 

Customer Focus 

• To ensure that all visitors experience service excellence consistently, with the Guest Service Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey

• To collate customer feedback on an ongoing basis via Corrigo and follow-up with customers to ensure resolution

• To ensureaccurateinformation is available forGuest ServicesAmbassadors to provide local area knowledge and liaise as a point of contact between clients and hosts

• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises

• Monitoring mobile reception technology to ensure functionality andGuest ServicesAmbassadors are delivering service fluently and in harmony withVgreet

• Proactively deal with enquiries,requestsor complaints in person, via the telephone or email, ina timelyand professional manner ensuring effective problem resolution

• Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs

Leadership Accountability

• To lead the team’s awareness of business and team activity with regular and ad-hoc communication

• Strategically rota the team according to VIP events and transfer floor meetings

• Provide administration support, having full working knowledge of Asure visitor management, room and desk booking system to support guests or HSBC colleagues with any queries

• Ensure meeting rooms arekept to the required standards and ready for use at all timesusing the Corrigo FM process

• Ensure that all times theGuest Servicesteam are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform

• Organise excellence-audits and scorecards of theGuest Servicesareas to ensure reception desks/Vgreet, guest waiting areas and client suites are alwaysmaintainedto highest standards of tidiness and cleanliness

• Support a culture of continuous learning within the team, supporting them on their journey of being a customer services professional with short takes etc with the Front of HouseSupervisor being the “trained trainer”

ProactiveGuest ServicesOperation and Communication

• Adaptable to work throughout theGuest Servicesoperation including main building reception, internal reception spaces andGuest ServicesHub providing leadership support appropriately

• Communicate effectivelythe management team, displaying accuracy and attention to detail both in verbal and written communication

• Maintain a strong awareness of business activity communicating all updates withGuest ServicesAmbassadors whilst building strong and lasting relationships

• Escalate any new / ongoing / potential issues and complaints to theGuest ServicesDeputy Manager so that they are addressed accordingly

• Organise the training of newGuest Servicesteam members including induction plans and reviews

• To support and guide all Guest Service Ambassadors and Coordinators with their daily tasks and personal development, to help improve each individual and overall service standards for the client

Person Specification/Requirements

• At least 2years' experiencewithin a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline

• Self-motivated service leader committed to driving service excellence

• Possesses fluency in leading reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods

• Ability todemonstrateempathy, excellent customerserviceand practical skills

• Operational knowledge of all reception services and standard operating procedures

• Must have excellent organisational skills and good attention to detail

• Professional and high standard of overall communication

• Should have an excellent and positive “can do attitude” anda great teamplayer and leader

• Able to work in a busy and pressurised environment providing a discreet and personalised service.