Job objectives and responsibilities:

Support the delivery of a five start VIP front of house service to a newly refurbished corporate building within central London To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy Consistently drive performance and introduce best in class working practices Line management of Events and Booking teams Supports the Front of House Manager and Operations Manager and deputise in their absence.

 

Main duties:

Motivate, lead and support the teams to exceed client's expectations. Conduct appraisals as necessary with direct reports, ensuring all company guidelines are followed. Participate in investigation/disciplinary hearings as necessary, and in agreement with HR, following company and legal guidelines at all times. Managing the team's holiday requests and absence. Organise in-house/appropriate cover. Responsible for the cross-training all team members. Attend all training as appropriate (online, classroom & self-development). Identify all necessary training requirements and development needs for the team. Identify succession planning and skills gap analysis for team members and draft development plans where required. Ensure that the teams observe and follow data protection legalities at all times. Ensure a safe and healthy working environment is available for staff to perform their duties. Maintain the QHSE site file. Create and maintain a suite of operating procedures. Carry out the end-to-end recruitment process for all vacancies.

 

Person Specification:

Experienced in delivering VIP customer service in a corporate / hospitality environment. Customer Service/ Events / Hospitality based qualification. Strong communication skills (both written and verbal). Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint. The ability to interact confidently with all levels of business and guests. Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices. Strongly self motivated individual possessing a can do attitude and a drive to learn. A positive, outgoing personality looking to be part of a strong and established team.