Job objectives and responsibilities:

· Deliver a five start VIP front of house service to a recently 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 Reception, Client Suite and Floor Management teams

· Supports the Operations Manager and deputise in their absence.

Main duties:

· Motivate, lead and support the teams to exceed client's expectations.

· Conduct appraisals (MiReview's) 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.

Personal Sepcification:

· Experienced in delivering VIP customer service in a corporate / hospitality environment.

· Customer Service / 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.