Front of House Executive - Walworth Town Hall

Purpose of the Role

Overall, Purpose/Aim:

Reporting into the Senior Accounts Manager (Concierge and Reception Team), the Front of House Executive plays a pivotal role in ensuring the success of our serviced office building by providing exceptional customer experiences, managing the reception area, and supporting the overall smooth operation of our services. This position is the first point of contact for our valued members and clients, requiring a dynamic individual who thrives in a fast-paced and customer-centric environment.

As a service professional, the position holder will be expected to guide the onsite customer journey, tailoring each guest experience to a five-star standard. You will be proactive, intuitive and confident in dealing with a variety of enquiries from a diverse client base, creating a seamless and personalised workplace experience, leaving a memorable lasting impression.

A warm personality and a natural flair for engaging with stakeholders and onsite colleagues for a ‘One Team’ approach will ensure success within the role for an outstanding customer experience.

Key Responsibilities

Customer Experience

• Deliver a proactive visitor experience, including lobby hosting, advance planning for personalised welcome and directing all visitors in a friendly and helpful manner to a high standard.

• Liaise with tenant companies to understand their business needs and foster strong relationships.

• Assist the General Manager & wider Building team with planning and hosting networking events.

• Attend to clients’ requests, complaints, and enquiries, referring to the Assistant General Manager as needed.

• Ensure the highest levels of member satisfaction through proactive engagement and feedback analysis.

• Assist in onboarding new members; prepare and distribute tenant welcome packs.

• Ensure the highest level of personal presentation is maintained, in line with the Savills FOH Guidelines and agreed site standards

• Maintain the welcome space at a level commensurate with a five-star customer experience

• Follow the agreed customer journey process, including a positive lasting impression upon departure

• Communicate effectively with Savills PM and other approved Savills service partners to create a frictionless customer experience via a one-team ethos

• Where possible, engage with local businesses to foster concierge-style relationships, assisting with engagements and activations to enhance to visitor and occupier experience

• Assist with Savills/General People ESG and CSR initiatives to support shared business goals and communicate these with stakeholders and clients

Building Management

• Ensure the highest standards in presentation and safety at the property are always maintained.

• Keep reception area clean, tidy, and welcoming, adhering to five-star standards.

• Prepare meeting rooms and manage turnaround between bookings.

• Conduct daily building walks and associated reporting.

• Greet and sign in external visitors and employees based in the building.

• Acknowledge and action helpdesk jobs, communicating them to the Engineering department when necessary.

• Report any maintenance or safety issues promptly to the management team.

• Manage access control system and distribute access fobs to clients.

Work alongside General People to deliver on Sales & Occupancy

• Promote and sell memberships and co-working spaces to prospective members and clients.

• Client’s discretionary bonus available if client KPIs met.

• Engage with the local community and promote Local Co-working Memberships.

• Work with the Central Sales Executive to schedule tours and convert leads.

• Conduct building tours for prospective clients and schedule follow-up tours as needed.

• Maintain and update the CRM system with up-to-date information.

• Actively contribute to meeting occupancy and revenue targets.

• Identify and pursue opportunities for business development and upselling services.

• Collaborate with the sales and marketing teams to drive sales initiatives.

• Prepare and distribute promotional material via social media platforms and other channels.

General

• To be aware of and abide by all rules, terms and conditions of the company at all times.

• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

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

• Previous experience in customer service/community engagement, hospitality, or a related field is preferred

• Familiarity with the co-working industry and serviced office solutions is a plus.

• Strong understanding of customer relationship management and customer engagement strategies

• Health and Safety regulations knowledge to building standards level

• Working knowledge of CAFM systems, e.g. eLogbooks

• Confident, professional and assertive approach with an eye for detail

• A collaborative mindset with the trust and tenacity to deliver excellence in FOH service

• The ability to deal with difficult visitors and/or situations in a professional and calm manner, knowing when to escalate where applicable

• 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, e.g. DataStation, Cureoscity

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 - Mon, Tues, Fri 08:30 to 17:30 and Wed, Thur 09:00 to 18:00

Salary - £32,000

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Please see our Benefits Booklet for more information.