Reception and Hospitality Team Leader

Salary: £27,000 - £30,920 per annum DOE, plus company benefits

Location: Newcastle Upon Tyne, NE1 3DX(travel to Leeds and Manchester once a month, paid for by the company)

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday to Friday shifts between 8am and 6pm with 1 hours unpaid lunch break, flexibility required to be able to work events out of hours (time in lieu or paid overtime will apply)

Work model: Fully onsite

Williams Lea seeks a Reception and Hospitality Team Leader to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

A Reception and Hospitality Team Leader provides leadership, role modelling and direction to the delivery teams within your area of responsibility which include reception, hospitality, switchboard, audio visual, events and cleaning. The role is to assist in the development and delivery of effective strategies, policies and good practice to shape and drive achievement of business objectives in order for the Account Director to maximise operative productivity and deliver against set financial targets.

As the Reception and Hospitality Team Leader, you are accountable for excellent service delivery in your team’s activities and the achievement of its aims and operational objectives ensuring continuous improvements are made. You are to support in the development, co-ordination, and management of the delivery of soft facilities management services ensuring these meet their financial targets, predicted needs, corporate targets, and regulatory standards. The role includes managing team leaders within the first impression team, with the responsibility for the financial viability, planning, co-ordination, and delivery of the services.

Key responsibilities 

Operationally manage the Newcastle services and oversee the management of the Leeds and Manchester Front of House servicesComplete the monthly first impression account review reportSet FoH (FoH) objectives for the client 6 monthly and ensure progress is achieved. Update clients via monthly ARRUnderstand the FoH contractual service obligations including service level agreementsMonitor services and ensure that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service levels can be improvedIn addition to promoting Williams Lea services to the client, consult and partner with client and customers on business enhancements and improvements to the workflow system within Williams Lea servicesWork proactively to develop good relationships with client contacts and key users ensuring that these relationships are focussed on proactive communication and service improvementResponsible for FoH customer relations including customer feedback plan, client surveys and gathering regular feedback on performanceLead by example in fostering a customer service environment and ensure that all processes reflect this and FoH staff are appropriately trainedContinually seeking out opportunities with the client to improve the FoH service and add valueEnsure Williams Lea best practices are applied in the first impression service and ensure participation in developing new best practicesEnsure all task undertaken on site are supported by standard operating procedures which are regularly reviewed and improvedHandle any customer complaints effectively to ensure satisfactory resolution and wherever possible using the opportunity to develop a positive client relationship as a result. Implement procedure changes to ensure no recurrence of the issueMaintain all client records including the client folders in head office drivesManage and be responsible for FoH health and safety in line with Williams Lea policies and guidelines and in line with any relevant client requirementManage and develop the FoH team in a manner which builds mutual trust and respect, high motivation, personal accountability, and team participationDevelop a strong, cohesive, well-informed, multi skilled and well-trained teamEnsure proper escalation and resolution of any issues brought forward by employeesResponsible for resource planning and coverage including cost effectively managing sicknesses and holiday absenceInitiate and manage the FoH recruitment processEnsure the Williams Lea values and behaviours are understood and encouragedImplement Williams Lea standards of communication including meeting protocols and continuous feedback sessionsEnsure FoH training and soft skills matrix is used to develop individual training plans and that the management training matrix is used to develop team leaders and that all are regularly updatedEnsure staff are aware of, trained on and use The Learning Lounge regularlyImplement Williams Lea UK performance management and performance review processes and that all necessary administration and recording is completedEnsure that staff contribution is recognised through the various channels availableTake ownership of self-development aided using the managers’ training matrixUnderstanding and implementation of new human resources policies and proceduresAttend and contribute to corporate management meetings such as the monthly managers meetings, company workshops and the leadership weekendEnsure that Williams Lea staff inductions are detailed and documented with regular reviews throughoutEffectively conduct continuous feedback meetingsDevelop a solid understanding of all aspects of the FoH services provided onsite ensuring that you are able to complete all tasks effectivelyEnsure that FoH levels agreed with the client as part of the contract service delivery are achieved and improved upon where possibleReview and update service levels as requiredOversee the work of the Williams Lea  FOH staff. Monitor and ensure staff compliance with established procedures e.g. operational processes, quality control procedures, conduct, attire, general performance, customer service and attendanceEnsure equipment is properly utilised and maintained. Recommend new capital investments that will improve service and yield profitable returnsResponsible for all supplier performance, and adhere to Williams Lea policies and procedures relating to suppliersUndertake regular service and risk auditsAssist in the management of other sites and projects as required and actively participate in peer group activitiesEnsure all FoH financial processes and controls are managed and adhered to in line with company policies and proceduresComplete the internal procedures necessary for the completion of all client invoicingUnderstand the client contract and its financial implications and ensure complianceComplete monthly financial variance analysis as required by line manager or finance departmentEnsure the minimisation of discretionary spending and controllable expenses such as absence cover, recruitment costs, overtime etcDevelop a culture of financial prudence at site level and amongst team ensuring that client costs are managed and minimised at all timesParticipate in FOH benchmarking as required and use the information to update clients and identify opportunities for additional First Impression services where possibleContinually look for FoH opportunities to further support the client through broadening of our services

Personal attributes

Previous experience in Receptionist role is essentialCustomer focused, with experience in staff management in a customer service environment is essentialSelf-motivated, with the ability to lead by exampleWell presented with a professional mannerFlexibleComputer literateQuick learnerEffective communicator at all levels, both written and oralHands on team workerAttention to detail, ability to retain high levels of concentration

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

25 days holiday, plus bank holidays(pro-rata for part time roles)Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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