Reception Supervisor - HYLO, London

Purpose of the Role

Overall Purpose/Aim:

The main purpose of this role is to maintain a visible presence in the Front of House area, as well as in the common areas between reception and the wider building. You will provide assistance to all personnel visiting or using the building, from daily visitors to permanent tenants and clients.

You will be a customer service professional with a positive and bubbly personality, demonstrating natural flair in service delivery. You will adopt a ‘One Team’ approach, ensuring that all Trusted Service Partners work seamlessly together to deliver a cohesive and exceptional customer experience.

You will consistently deliver and promote exceptional service, creating a lasting impression on all building users. Additionally, you will be responsible for organising pop-up events for tenants to ensure engagement and a vibrant Front of House experience.

Key Responsibilities

• Ensure the highest standards of presentation at the property are maintained at all times. The reception area must be kept clean, tidy, welcoming, and meet five-star audit standards.

• Take full management responsibility for the meeting rooms and catering on Level 7.

• Manage trusted service partners related to the Reception and common lobby area, including service delivery for security, reception, and housekeeping standards with the cleaning team.

• Assist the Building Manager with Front of House service delivery, and step in with FM duties when required.

• Act as the main point of contact for all occupiers regarding FOH-related queries, complaints, or general operations.

• Develop, review, and maintain Front of House Service SOPs, manuals, and Health & Safety documentation.

• Directly manage the Reception Team, ensuring 5* service is delivered at all times.

• Attend the monthly Reception Services Meeting with RS Management and General Management.

• Regularly propose service innovations and improvements to consistently evolve FOH service delivery.

• Maintain personal appearance to a very high standard at all times. Display a courteous, professional, and helpful demeanor. Uniforms are supplied and must be kept clean and presentable. Ensure your team upholds the same standards.

• Carry out duties in accordance with instructions from your Operations Manager, Building Manager, RFM or Surveyor.

• Establish professional working relationships with all staff, tenants, and contractors, acting as the first point of contact for the building.

• Act as a Lobby Host when required, welcoming visitors to the building.

• Promptly assist and direct all visitors to their required locations or contacts within the building.

• Answer the telephone and on-site intercom system for all tenant queries professionally.

• Maintain a physical presence at the reception desk, ensuring it is never left unmanned during building opening hours.

• Acquire working knowledge of the property systems and procedures to manage the building during the absence of the Building Manager.

• Complete all log reports accurately as required by the employer or building manager.

• Comply with and ensure that landlord obligations for Health & Safety and fire precautions are always met. Ensure contractors on site fully adhere to contractor management and H&S requirements.

• Be aware of and abide by all company rules, terms, and conditions at all times.

• Conduct operational checks and process reviews with a hands-on approach and visible floor presence across all customer-facing areas.

• Implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security, and landscaping are maintained.

• Manage and coordinate the activity of trusted partners, including maintenance, cleaning, reception, and security.

• Attend to incident and operational issues with Building Management as required when directly related to the delivery of FOH services.

Skills, Knowledge and Experience

It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

• You will have management experience in the 5* customer service industry.

• You will be confident, professional, and assertive.

• You will have a friendly and bubbly personality while remaining professional at all times.

• You will be acutely aware of your surroundings and occupiers, ensuring that service levels do not drop and that all visitors and occupiers are attended to in a timely manner.

• You will understand the importance of 5 service delivery*.

• You will be able to handle difficult visitors or situations in a professional and calm manner.

• You will be creative and forward-thinking, regularly suggesting ideas to improve service levels.

Desirable

· Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.

· Experience with Canva

· Knowledge on Savills systems.

Working Hours - 8am – 5pm; 9am – 6pm

Salary - £36,435.00

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Please see our Benefits Booklet for more information.