FoH Coordinator

Job description

Job Title

Front of House coordinator

Department / Client Account

EMEA Integrated Facilities Management

Line Manager

Sylwia Kubinska

Number of Subordinates

8

Job Summary / Goals

Immaculate personal presentation and the ability to ensure that the Front of House team maintain a professional image and standards of appearance at all times when interacting with visitors and building occupiers within the client office.

Ensure visitors are efficiently signed-in and connected with their host.

Ensure Team Members have current knowledge of the booking system, meeting rooms, site facilities, local area and other general product knowledge necessary to perform their duties.

Meeting room bookings as an essential part of the role.

Generate and distribute bookings reports by email as required.

Carry out daily bookings checks and contact bookers to verify details as needed.

Carry out duplicate bookings checks.

Be knowledgeable of all meeting room layouts, capacities and Catering policies to efficiently support the PA Community and other end users.

Ensure that attendee names and all resources are added to bookings in advance of the meeting date.

Monitor and control meeting room inventory daily; relocating meetings as required upon verification with booking owner.

Ensure meeting rooms are booked for the correct number of attendees.

Communicate any systems issues to the Booking System Support Team and/or Technology team as applicable.

Demonstrate positive leadership characteristics to inspire Team Members to be proactive, efficient and courteous and to meet and exceed customer expectations.

Identify where service and/or the Customer’s experience can be improved.

Overlooking and brief the Front of House team daily on any large-scale meetings, events or VIP visitors.

Assess employees’ daily performance and carry out training as necessary.

Expedite the satisfactory resolution of any problems that may arise.

Ensure all Front of House tasks such as visitor pre-registration; mailbox management and event check-in desk/s are completed daily.

Ensure service standards meet SLAs and improvement plans are in place to drive forward Customer and Operational excellence.

New starter inductions and training.

Ensure that the Front of House team understand Customer Service expectations.

Rota preparation/staff scheduling.

Forecast visitor footfall and determine supply levels required to manage the service (i.e. access cards, stationery and printing supplies).

Maintain appropriate staffing levels during the agreed times to ensure no drop-in service levels.

Manage staff sickness and holidays.

Ensure effective communication and information sharing within the team.

Maintain confidentiality.

Remain calm under pressure, use initiative and manage changing priorities as they arise.

Awareness of all standard operating procedures regarding Health & Safety at work
Complete all required training to ensure full compliance with regulations, policies and guidelines.

Ensure that attendee names and all resources are added to bookings in advance of the meeting date.

Communicate any systems issues to the Booking System Support Team (NFS) and/or Technology team as applicable.

 

 

Essential Duties and Responsibilities

Flexibility to cover as required and to work across the department.

Efficiently support Client Managers, PA Community and other end users.

 

Additional Duties and Responsibilities

Overseeing smooth running of FOH team daily.

Working closely with Events coordinator to ensure seamless cooperation within the team.

Constantly improving relationship with client.

 

Skills

5-star customer service skills.

Rota management.

Proficient computer skills in Microsoft Office programs such as Excel, and Word.

Excellent communication skills, a proactive approach to work and highly attention to detail. Excellent organisational and time-management skills.

Experience in complaint handling.

Ability to multi-task, respond to up to 120 emails per day

Experience

Previous experience in a Luxury Hotel Customer Service / Room Reservations environment (strongly preferred). Experience with Room Bookings systems such as NFS, Condeco, EMS, FM Facts, Delphi, Datacraft, Opera is desirable.

 

Qualifications

IOSH and First Aid- desirable

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