Front Of House Manager

The Front Of House Manager will have responsibility for delivery of the Logistics and Reception operations reporting into the Facilities Manager. Key areas of focus are First Class Service Delivery for all aspects of service lines within remit, Client Liaison, Visitor Management, Meet & Greet, Compliance and Health and Safety., ? Management of the Logistics and Reception Teams ensuring and maintaining a strong operational performance and First class service to the BBC

? Develop relationships with Customers and Key stakeholders

? Ensure operational and job specific goals/requirements are met and developed

? Ensure that disruptions are kept to a minimum and liaison with key suppliers is maintained and there is no impact to broadcast

? Maintain high levels of customer satisfaction by continual review of service lines that fall under the remit of the Front Of House Manager

? Ensure the Logistic team are approachable and willing to assist with any enquiries that may be asked of them

? Ensure the Logistics team are knowledgeable of all areas within their areas of responsibility and are well placed to cover colleagues when required

? Ensure the Logistics team are providing a professional, can-do approach.

? Ensure the Reception team provide a fluid and professional meet and greet to all visitors to the building

? Manage car parking when required.

? Ensure the ID unit respond to any queries and deliver ID services in a professional and timely manner

? Ensure cover is in place when required for any staff leave or event requirements

? Awareness of contractual obligations

? Be accountable for service delivery of all service lines within the remit of the role

? Ensure any processes required to be followed by the service lines within remit are done so at all times

? Ensure work orders are closed out within the required timeframe to minimise monthly breaches or failures and contractual penalties

? Any other duties that may be required and which are considered by the line manager to be consistent with the level and the general responsibilities of the role.

? Deputise for the Facilities Manager when required

People Management & HR

? Strong people management skills are essential for this role

? Direct management of teams including Reception and Logistics team

? Managing performance and absence and any HR related issues

? Knowledge of investigation, disciplinary and grievance procedures

? Knowledge and experience of managing investigations, disciplinaries and grievances

? Recruitment

? Manage and develop the site teams through effective induction, training, development and annual appraisals

Health and Safety

? Maintain a good working knowledge of relevant Health & Safety legislation

? Carry out regular internal and Client site audits of the areas within your remit

? Maintain a safe working environment within the areas of responsibility and champion zero accidents and incidents

? Ensure monthly reporting of hazards and interventions is carried out and all actions are closed out within the required timeframes

? Ensure all training is carried out by all teams as required and records are kept up to date

? Ensure site documentation is reviewed and updated as required

Finance:

? Approval of works/supplies up to designated limit

? Raising PO's & JAF's

? Approval of Payroll for direct teams

This role requires the post holder to have very strong interpersonal skills and be able to build excellent relationships with the Client, Key Stakeholders and Customers. The post holder will also need excellent communication, discretion, delegation and organisational skills and experience within a corporate Customer / Client facing environment and be passionate about delivering First Class Customer Service. Key to this role is people management as there is a large team comprising of 12 staff that will report directly to the Front Of House Manager, ? Minimum 5 years proven experience in managing successful teams of a similar size in high profile buildings/environment

? Ability to multi-task and remain calm under pressure in a highly demanding environment

? Be a problem solver and decision maker even when under pressure

? Excellent team management, leadership and motivational people management skills

? Excellent interpersonal, communications and presentation skills

? Dedicated to the development of people and the business unit

? Resilience and flexibility to help with the changing demands of the client

? Dynamic with excellent delegation skills along with an organised approach and very goal focussed

? A professional phone, email and personal communications manner

? Knowledge and experience working with reception and logistic treams

? Experience in dealing with suppliers/contractors

? Good knowledge of SLA's/KPI's and measurement procedures

? Self-motivated, team player with a passion for excellent service delivery

? First class planning and organisational skills

? Computer literate with experience of word, powerpoint and excel

? Sound knowledge of QSHE

? Diplomacy and Flexibility