Front of House Team Leader

Descrizione del lavoro:

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Front of House Team Leader

Based - Kings Cross, London N1 (On client site Rolls-Royce)
Hours - 40hrs Monday to Friday (with flexibility as required)
Reporting Line:
Direct Reports: Front of House and Cleaning Team members

JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves:
The Front of House Team Leader is a pivotal leadership position responsible for managing high-performing front-of-house and cleaning teams in a prestigious corporate environment. You will ensure exceptional customer experiences, maintain the highest facility standards, and deliver measurable outcomes against agreed KPIs and SLAs.
What your day-to-day will look like:
Leadership & People Management
* Lead and inspire front-of-house and cleaning teams to consistently deliver 5-star customer service through effective coaching and daily management
* Conduct regular one-to-one meetings focusing on performance, development, wellbeing, and career progression
* Complete comprehensive performance reviews aligned with JLL's performance management framework
* Set clear, measurable objectives linking individual performance to business strategy and operational KPIs
* Create actionable development plans with specific goals and timelines
* Address performance issues promptly and fairly in accordance with company policies
* Develop team schedules ensuring adequate coverage while balancing operational requirements with employee preferences
* Process annual leave requests maintaining service continuity and SLA compliance
* Monitor attendance patterns, conduct return-to-work interviews, and address concerns proactively
* Ensure compliance with working time regulations and employment legislation
* Foster an inclusive team culture where diversity is valued and everyone feels they belong
* Champion JLL values in all decisions and daily operations
Customer Experience Excellence
* Drive exceptional customer service standards for all internal and external visitors
* Build and maintain strong professional relationships with clients and stakeholders
* Anticipate client and visitor needs proactively before they are expressed
* Respond to complaints within agreed SLA timeframes ensuring swift resolution
* Oversee all reception operations including professional meet-and-greet services
* Manage the Visits Diary ensuring appropriate arrangements for all scheduled visits
* Provide VIP concierge services creating memorable experiences for important guests
* Coordinate visitor parking, security access, and building navigation seamlessly
* Cover reception duties during holidays, and staff absences
* Conduct building orientation sessions for new guests explaining facilities and procedures
* Maintain comprehensive knowledge of building services, local amenities, and transportation options
Meetings & Events Management
* Oversee and coordinate all meeting room bookings, set-up, and logistics
* Ensure rooms are prepared to defined standards including furniture configurations
* Conduct quality checks before meetings ensuring perfect preparation
* Provide audio-visual and IT support for meetings, conferences, and events
* Conduct proactive technology checks before important meetings to prevent failures
* Collaborate with catering and hospitality providers for seamless event delivery
* Coordinate event logistics from setup through breakdown according to specifications

Cleaning & Facilities Standards
* Ensure cleaning schedules are strictly adhered to and all areas meet defined standards
* Conduct regular quality audits
* Monitor cleaning supplies inventory and coordinate timely replenishment
* Ensure compliance with health, safety, and hygiene regulations at all times
* Address quality issues immediately through coaching or corrective action
* Maintain pristine presentation of front-of-house areas, washrooms, and common spaces
* Coordinate deep cleaning activities and special projects
* Respond to urgent cleaning requirements within 30-minute SLA
Commercial Awareness & Performance Management
* Monitor and report on all contractual KPIs and SLAs ensuring consistent achievement of performance targets
* Monitor complaint resolution rates
* Track staff absence rates
* Manage operational budgets ensuring expenditure remains within agreed parameters
* Identify cost-saving opportunities without compromising service quality
* Optimise resource allocation to maximize efficiency and demonstrate value to client
* Prepare business cases for service improvements with clear ROI analysis
* Track overtime and agency costs
* Demonstrate commercial understanding of contract value and profitability drivers
* Prepare comprehensive monthly performance reports with KPI dashboards for management review
* Analyse service data identifying trends, risks, and improvement opportunities
* Present performance updates at client meetings demonstrating commercial understanding
* Implement corrective actions when KPIs fall below target with documented recovery plans
Health, Safety & Compliance
* Champion health and safety within teams and across all operations
* Ensure all team members receive appropriate safety training and understand procedures
* Conduct risk assessments for team activities and implement effective control measures
* Monitor compliance with PPE requirements and safe working practices
* Report incidents, near-misses, and hazards promptly through appropriate channels
* Ensure compliance with all relevant legislation including employment law
* Maintain accurate records and documentation as required by regulations
Continuous Improvement
* Analyse complaints, feedback, and service data to identify improvement opportunities
* Implement corrective actions and track effectiveness through measurable outcomes
* Share lessons learned and best practices with teams and stakeholders
* Stay informed about industry best practices and emerging trends
* Trial innovative approaches to enhance service delivery and customer experience
Experience required
Experience & Skills
* Proven experience leading front-of-house or customer service teams in corporate environments
* Demonstrated ability to manage performance against KPIs and SLAs consistently
* Strong commercial awareness with understanding of budget management and cost control
* Excellent people management skills including coaching and performance management
* Experience managing cleaning/FoH operations and maintaining high quality standards
* Strong communication and interpersonal skills with ability to engage at all levels
* Excellent organizational and analytical capabilities
* Problem-solving mindset with ability to remain calm under pressure
* Proficiency with MS Office, reporting tools, and booking systems
Personal Attributes
* Professional appearance representing JLL and client brand excellently
* Meticulous attention to detail with commitment to excellence
* Self-motivated with strong commercial acumen
* Flexible and adaptable to changing priorities
* Results-oriented with focus on measurable outcomes
* Strong work ethic, integrity, and reliability

What you can expect from us
At JLL UK, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritise opportunities to strengthen and advance your career within the UK and potentially across our global network. Join us in taking the more inspiring and optimistic path on our journey toward success in the dynamic UK facilities management landscape.

#LI-DW2

Location:
On-site -London, GBR

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL