Front of House and Concierge Services - City of London, United Kingdom - Savills

Savills

Verified Company

City of London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Purpose of the Role

The role of the Operations Manager is to provide leadership and direction to all of their direct reports within the Reception Services Department.

The Portfolio Operations Manager is also responsible for creating and maintaining a positive and culture ofservice excellence.

The Operations Manager is responsible for providing leadership to the Reception Staff and ensuring all areas of the department are run effectively and to a high standard.

The Operations Manager is expected to regularly visit Teams on a weekly/biweekly/monthlybasis, they are also responsible for attending both Monthly & Quarterly meetings with or without their AD for a number of their buildings.

The Operations Manager is responsible for the day to day operations of the Reception Service and will ensure their Teams are fully supported in their roles, adhere to the Savills RS policies and procedures, and keep all Reception Manuals and SOP's currentand regularly reviewed and revised.

This role is highly visible and so you are always an ambassador, you will be expected to lead by example and present yourself in a professional manner at all times.

Whilst this role is based in London you may be required to travel to regional departmentsand/or to assist with prospective business opportunities whereby travel may be required.

Key Responsibilities

Management

To proactively manage your direct reports to develop all aspects of the Reception Services.
To portray yourself in a professional manner at all times and lead from the front. To maintain the visual aspect of the Service by managing standards such as Uniform and general personal presentation, it is your responsibility to ensure all Teams are wearingthe Savills Uniform.
To stay close to the business at all times making recommendations on improvements and innovations, to always think forward and regularly review technology and service standards.
To mobilise new contracts as required, you may be required to participate TUPE transfers with HR as well as mobilise new and TUPE Staff.
To manage the onboarding process, creating Welcome Packs and onboarding information for New Employees.
To manage the Training pathway for all Reception Staff, clear bespoke development given to those who are deemed/recognized as Reception Ambassadors.

Customer Journey

Where there is a location Manager ensure that this individual is confident to chair and take minutes on Monthly & Quarterly meetings, you are there for support and your role is clearly defined as a support and not carrying out the onsite manager job forthem. Where there is no Location Manager you will be expected to chair and take minutes where necessary.
To ensure your direct reports deliver to the client/occupier/Building Management needs, requirements and expectations.
To actively encourage ideas and innovations for service improvements, and encouraging your direct reports to do the same.

Reception Operations

You are responsible for issuing all Savills Reception Services Procedures and Policies, ensuring these are signed by all direct reports, you will be required to ensure you and your direct reports are compliant with these at all times.
You are responsible ensuring your direct reports are reviewing their H&S standards regularly and as necessary.
To ensure all on site operational manuals are up to date and include the H&S information referred to in the point above.
To write job descriptions and person specifications to company standards.
To manage and control the payroll for each Individual/contracts where necessary.
To ensure all Receptions are covered with appropriate resource, if this is covered by Agency to ensure the standards are that of the same as Savills internal Reception Cover Team.
Take part in new business opportunities such as tender presentations from an operational perspective.

Personal Productivity & Communication

To build and maintain the relationships with the Building Management Team and your colleagues.
To identify selfdevelopment needs and to take responsibility for your own development and learning as well as bringing any personal development needs forward to your line Manager.
To effectively manage your own time on a day to day basis placing emphasis on where your contribution will add the greatest value.
To deliver all aspects of your role in a timely manner as required, at this level the need to chase and follow up by your direct manager must not be required. To ensure you meet deadlines as required.
As a member of the team your approach at all times must be positive, to be the best at service excellence, enthusiastic and realistic.
To communicate with your manager and the HR Partner on all and any issues pertaining to HR and Training.
Challenge direct reports and clients in a positive way to gain the right outcome and not shy away from difficult decisions that require influencing skills.

People

Responsibility for recruitment in line with the company policies.
Responsibility for onsite induction and probation of employees in line with company policies.
To be involved in the company grievance and disciplinary procedures as required.
To carry out annual appraisals in a timely manner with all direct reports, train Location Managers to conduct with their teams and to produce development and improvement plans that are followed through.

The purpose of this role profile is to focus attention on the most important aspects of the role of Operation Manager.

It is not intended to be a complete list of every duty and it is therefore expected that the day-to-day performance of the job will includetasks not listed above.

Skills, Knowledge and Experience

Selfmotivated individual with excellent interpersonal skills.
Able to demonstrate ability to manage and lead a team of people.
Ability to juggle a heavy workload, excellent organizational and time management skills with a degree of flexibility.
Ability to handle a large number of projects alongside managing a portfolio of reception teams and administrational duties.
Experience conducting HR related meetings, ideally to include disciplinary hearings, investigations and general sensitive meetings.
Basic Microsoft Excel, Word and Powerpoint knowledge.

Must be comfortable presenting, possess strong presentation skills on services for service tenders to both externa