Front of House

Conteúdo do emprego

Our Front Of House team member will leave all guests and colleagues with a positive and lasting impression of the client as the market leader in visitor experience and service excellence. The role of Front Of House is to ensure that the highest level of customer care and personal service is provided to all stakeholders in the clients’ business. This includes but is not limited to; employees, colleagues, visitors, event delegates and VIPs.

Passion and service are integral to everything we do at Portico. We don’t just offer a great welcome, we take care of all the little things that make a real difference to the experiences people have. People make companies and we want all of us at Portico to be the most positively engaged, working together in supportive teams and always evolving to provide the best service. The foundation of our culture is to build trusted partnerships with our people and our clients.

The role is defined the by Portico values: Love, Immersive and Experience.

Love

Our people culture is part of our DNA. Our culture empowers our people to flourish by adding their own unique personality into the heart of the service they deliver to our customers and clients and their colleagues. We strive to ensure our people are happy, have autonomy, showcase their unique individuality, work with pride, are flexible and empowered.

Immersive

“Immersive” can mean many things. For us, it’s about understanding the individuality of our clients so that we can become the custodians of their brand. We get to know our clients’ business on a much deeper level which allows us to promote ideas, to adapt quickly and to seek solutions before challenges arise.

Experience

Our purpose at Portico is to make a difference through the experiences provided by our Portico people. Our people are equipped to react to every client’s need, no matter how large or small. We believe in recognising a familiar face, welcoming a new one and treating everyone we meet with a personal approach.

Main Duties and Responsibilities:

· Act as an ambassador to the Portico brands.

· Take ownership and follow up on Client requests, striving to exceed expectations.

· Foster genuine relationships with Clients and Supply Partners as the Front of House point of contact.

· Maintain up-to-date signage, displayed on appropriate approved Portico templates only.

· Display internal Bank promotional material in appropriate areas as directed and approved by our Client.

· Liaise with the property management team and work place service teams when required to log and follow up on jobs. Embrace a ‘See it, Own it, Solve it’ approach to your work.

· Escalate relevant feedback and any complaints to your line manager.

· Answer department telephones and emails to the agreed service levels, with appropriate salutations.

· Adhere to all building policies, local instructions and security procedures.

· Maintain a high-level of security awareness, remaining vigilant for any activity which could create a security concern or risk.

· Be conversant with all relevant site and team operating procedures, whilst embracing and implementing new processes swiftly.

· Follow HSE guidelines, immediately reporting hazards, accidents and near misses to your Line Manager.

· Complete general paperwork, administrative duties and necessary collation of statistics, such as visitor numbers and number of jobs logged.

· Assist with monthly and adhoc report writing as directed by your Line Manager.

· Keep FOH and BOH records and standard operating procedures accurate and up to date.

· Provide accurate handovers at the end of shifts and when communicating with colleagues and service partners.

· Support onsite training activities, including inducting new starters, training support team and sharing your knowledge and best practices with the wider team.

· Attend required training to continuously improve and develop the service delivered.

· Attend regular team meetings, to receive key business messages and updates.

· Provide flexible support across all areas of the Portico service.

· Support colleagues and partners within the wider team to achieve service delivery goals and objectives, with a “One Team” approach and attitude.

· Proactively support and participate in site engagement, Team activities, volunteering and charity events wherever possible.

· Perform any other reasonable duties as required by the client or Front of House Management.

Front of House Duties

· Warmly welcome all guests and employees to the building; promptly and efficiently offering assistance where required.

· Have a good awareness of regular visitors to the building and VIPs.

· Proactively manage reception queues, liaising with and identifying priority guests and fast tracking where appropriate.

· Complete guest registration and host notification promptly and courteously.

· Follow sign in and out procedures accurately and consistently, issuing access passes as per the procedure.

· Inform all visitors of the relevant health and safety arrangements upon entering the building.

· Communicate regularly with waiting visitors, keeping them informed of any delays and updates, whilst monitoring their comfort levels.

· Knowledgeable of the building, the location of meeting rooms and amenities, with the ability to clearly direct guests as needed.

· Able to provide general information on the local area, directions, weather, nearby amenities, traffic and current travel updates.

· Ensure all welcome areas, including reception desks, meeting rooms, cloakrooms and lobby spaces are maintained to high levels of cleanliness, tidiness and maintenance. Carry out regular checks of these spaces.

· Manage on the day meeting room booking requests and amendments.

· Know the status of meeting rooms, to enable quick solutions for overrunning meetings, last minute requests or unexpected arrivals.

· Support hospitality with the delivery and clearing of refreshments during busy periods.

Back of House Duties

· Complete regular floor walks, a minimum of two daily.

· Proactively identify and resolve problems identified during floor walks, discussing concerns professionally with the floor occupants.

· Target recurring issues to find suitable solutions, escalating to your line manager if needed.

· Listen to customer feedback and comments politely and attentively, taking ownership to follow up with required action in line with company policy.

· Create and maintain positive relationships with key clients onsite and all staff.

· Be fully knowledgeable in the client’s tools and systems, such as ‘Ask Archie’, to educate staff in self-service practices.

· Monitor standards of cleanliness, maintenance and presentation throughout the building, reporting any issues through the correct channels.

· Distribute and deliver materials to building occupiers.

· Complete regular audits of provisions, spaces and equipment.

· Monitor floor usage to identify space utilisation opportunities to Property Management.

· Allocate personal storage facilities and maintain the associated records and waiting lists.

· Maintain accurate and up to date records and logs.

· Keep all property notice boards neat, up to date and displaying approved notifications only.

· Support Property Management with business wide communications.

· Develop and cultivate an enhanced knowledge of the site, to best promote facilities and resources, providing tailored information and advice to best meet the client’s needs.

· Complete daily checks of all meeting room AV equipment, ensuring it is functioning and fit for purpose.

· Complete additional scheduled checks of AV equipment prior to meetings with AV requirements.

· Complete first line trouble shooting for issues with meeting room AV equipment, escalating if a complex issue or arranging for repair when necessary.

· Store all AV equipment carefully and safely, completing regular audits of provisions.

· Set up meeting room furniture in requested configurations.

· Monitor room bookings with AV requests in advance and throughout the day, to ensure AV support is available for clients at appropriate times.

· Meet and greet room users professionally, accommodating AV requests and providing instruction and guidance to support the smooth running of the meeting.

Executive Committee and Other Duties

· Recognise the Chairman, CEO, Board members, key Executives and their guests, proactively maintaining your personal knowledge of the Executive team and their structure

· Maintain clear and professional communication with EXCO EA / PA colleagues to ensure EXCO requirements are understood and delivered to the expected standard

· Liaise daily with appropriate contacts within EXCO to ensure accurate guest schedules are registered and communicated to the Reception Desk

· Host EXCO guests when required from Ground Floor Reception to appropriate destinations

· Undertake and proactively seek out additional tasks to ensure a smooth and seamless service across the Leadership Hub

· This role includes tasks which involve manual handling

· Fire Marshall and First Aider responsibilities

Job Types: Full-time, Permanent

Salary: £20,000.00-£22,000.00 per year

Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• Life insurance
• Store discounts

Schedule:

• Monday to Friday