Client Services – UK Front of House Manager
Reporting directly into the Head of Client Services UK & Ireland
A key JLL ambassador, managing and continuously developing a ‘hands-on’, focused and dynamic Client Host team across the UK. Delivering a multi-faceted, co-ordinated, seamless client service experience.
A pro-active, visible manager who can drive positive change and constantly evolve ways to improve standards across the UK. Addressing inconsistencies and implementing agreed auditing standards across the wider team will play a major function, whilst developing and refining service practices and brand standards.
The ability to set and deliver to agreed SLA levels whilst troubleshooting glitches and setting new, effective services measures. Working alongside our workplace team and 3rd party support partners in delivering ‘best in class’ workplace experience. Involves continuous engagement and network with key stakeholders across all the UK regions, building trusting relationships.
Reporting directly into the Head of Client Services UK & Ireland.
Key Highlighted Responsibilities
Operational Services
- Accountable for managing day to day Front of House service operations including ambassador services & meeting room management across the UK portfolio.
- Managing and inspire a team of up to 15 established personnel
- Ownership of continuous on-site service improvement
- Key implementer in expanding/retracting of Front of House service operations in tandem with an everchanging real estate portfolio
- Implementing operational working procedures to support the delivery of service excellence
- To provide additional support and cover to the Front of House team when applicable.
- Ensure compliance with all training and statutory requirements for Client Host team
Tools and Technology
- Maximise efficiencies and deliveries of all Front of house software tools and room technologies.
- Driving client use and optimising technology with key Front of House booking and VMS systems.
- Prepare / present Monthly report analysis along with necessary action plans
- Working and driving adaptation & usage of Workplace Helpdesk reporting system
- Shared owner of internal SharePoint site updating and reviewing SOPs, local guides, and information across the portfolio
- Shared owner of Digital signage content management
Engagement and Value
- Drive and maintain relationships with clients and key stakeholders across UK estate notably including Regional Lead Directors
- Manage compliments/complaints and escalate them to the Head of Client Services if required
- Woking closely with 3rd parties, agencies and local support vendors getting ‘best in value and driving efficiencies
- Various account responsibilities and budgetary targets – Individual and collective
Growth
- Support and cover to the Head of Client Services in conjunction with Meeting & Events Manager
- Working closely with HR and driving Learning & development across the portfolio
- Ongoing project work and assignments delegated by Head of Client Services
- To assist, network, share ideas with counterparts across the Global portfolio.
- Fulfil any reasonable direct management request outside the Front of House Manager Scope.
Candidate Profile
- Seasoned Front of House Management experience within a 5* Corporate/Hotel environment.
- Proven leader of a mid to large team
- Proven finance acumen and accountabilities
- Prominent super user experience with booking systems, Visitor Management Systems, Video Conferencing & meeting room tech.
- Proven history of service experience – Driving change and implementing consistencies
- Professional Client/Stakeholder engagement skills.
- Ability to lead and influence
- Ability to self-manage – an effective time manager
- Ability to use initiative and remain calm under pressure
- Immaculate presentation and an excellent attention to detail
- A strong team leader with the ability to multi-task & prioritise work commitments.
- Flexible attitude and approach to departmental requirements.
- Ability to travel and flex across the regions at limited notice
- UK regional experience and knowledge is desirable
- Passionate, good sense of humour & an approachable personality!
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Diversity and Inclusion is at the heart of JLL. We believe in recruiting, retaining, rewarding and developing all our employees with regard to their abilities and contributions and without reference to their background, gender, gender identity, ethnic origin, age, religion, sexual orientation, political belief, disability or long-term health condition.
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long-term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments. We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support programme to assist parents during the early months and years of parenthood.
JLL Ltd is a Living Wage accredited business, as we believe a fair day’s work deserves a fair days pay. To find out more about our Living Wage accreditation please go here
http://www.jll.co.uk/united-kingdom/en-gb/about/living-wage?devicechannel=default.
What you can expect from us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.
Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you… Apply today at jll.com/careers.
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