Front of House Supervisor

19 Nov 2019
24 Nov 2019
Contract Type
Full Time
The company

Mace is an international consultancy and construction company that has delivered world class projects since 1990. Today we employ over 6,000 people across North America, Europe, Middle East, North Africa, Sub-Saharan Africa, India and Asia Pacific.

Mace Macro offers a complete facilities management service for companies anywhere in the world. Operating as a consultancy, managing agent or principal contractor, with a client base that includes global brands in over 30 countries.

The opportunity

Be a part of our facilities management business that oversees work for leading organisations across the public and private sectors around the world.

The role

Front of House Supervisor

Providing an exemplar professional front of house reception service to a VIP corporate client base demonstrating a positive and 'can-do' attitude to service provision requests and ensuring reception services are provided during the Clients' contracted hours of business at all times.

Ensuring the highest standards of service and technical support are provided and visible at all times.

Ensuring personal appearance and presentation, is of a very high standard, wearing issued uniform as part of the professional service objective.

Maintaining the professional image and reputation of the Macro company brand and client in all contact with clients, suppliers and internal staff.

Ensuring reception desk, waiting area, client areas and meeting rooms are kept clean and tidy.

Reporting front of house maintenance and cleaning faults and ensure satisfactory completion.

Reporting any security issues/breaches with immediate effect and escalated to the appropriate senior manager on site.

Ensuring client or customer issues, concerns or complaints are dealt with both effectively and timely and communicated accordingly.

Delivering exemplar customer service to exceed the client's expectations.

Maintaining customer satisfaction at the highest level by providing an exemplar quality and pro-active service, to all for all and ensuring customer satisfaction % levels are met, maintained and/or exceeded.

Awareness of all FOH service standards and working as a team to ensure they are met, maintained and/or exceeded.

Receiving and greeting all visitors/contractors to the building, including clients and suppliers and contacting hosts to announce their visitors' arrival immediately.

Signing all visitors into/out of the building by following the company/clients local security protocol/procedures and ensuring that visitor badges are returned and to trend footfall numbers on a daily/weekly/monthly basis.

Answering all telephone calls timely and in an articulate professional manner using Macro's agreed company's script.

Providing onsite operational management support to the customer experience manager, events manager, the wider FM team and supply chain to maintain service delivery excellence.

Maintaining effective communication with local clients and service providers, as well as with the wider Macro in-house team and those based remotely.

Setting up, monitoring and reviewing speed dial opportunities to enhance delivery punctuality.

Keeping a knowledge base of internal and external departments and call forwarding information and to liaise with the FM coordinator to ensure consistency in updating the data base.

Answering enquiries from the generic reception mailbox.

Acting as an information source for general enquiries from staff and visitors.

Ensuring updates to the telephone directories and Infomace pages are checked regularly.

Liaising with the post room to ensure any items not collected or items delivered to/collected from the FOH

Ensuring evacuation, health and safety procedures are communicated and adhered to at all times and in particular communicated with new staff/starters/visitors/client base.

Adopting a proactive approach to all duties and requests and be flexible enough to respond to last minute and emergency requests as they arise.

Assisting with the compilation of monthly reports providing meaningful trend analysis information and contract value-add.

Raising PO requests timely as and when applicable.

Assisting, managing and controlling process and procedure, producing timely and accurate reports in accordance with the contract.

Demonstrating attention to detail and ownership of process with a positive, proactive approach in all areas of responsibility providing an end to end service offering.

Looking for new opportunities to improve processes, service levels and standards.

Maintaining client business continuity at all times.

Acting as first aider/fire warden for the Macro FOH team.

Checking and controlling all tickets (fm24) SLA requirements raised for the resolution of the FOH reception Service and feedback given to requesters and liaising with the fm24 helpdesk staff as and when required.

Reporting customer feedback to be undertaken via Macro customer satisfaction surveys.

Performing other reasonable tasks and duties requested by line management

The requirements

Your experience, knowledge and skills need to include:

At least 3 years' experience of corporate front of house/hospitality in an award service reception, hospitality hotel or customer service environment.

Corporate service or hospitality environment background.

Fluency in English Language, both written and spoken.

Experience of managing, motivating and training direct reports.

Excellent people management skills.

Excellent communication and interpersonal skills.

Experience of handling a demanding client base.

Ability to work in a fast-paced exemplar prestigious client environment.

Ability to accept change and work flexibly.

Strong attention to detail.

Good motivational skills.

Good numeracy skills and experience of working with MIS systems for data trend analysis.

Competency in using of Microsoft Office products (Word, Excel, Power Point etc.) and working knowledge of room booking and switchboard, CAFM systems.

Understanding of audio visual systems i.e. video conferencing

Mace is an equal opportunities employer