Job Description

Purpose of the Role

Overall, Purpose/Aim:

The Welcome Host will deliver an exceptional welcome experience within this luxury Mayfair St James’ setting, reporting into the FOH Manager and ensuring every guest receives a warm, polished and highly personalised service from the moment they arrive.

As a service professional, you will be expected to guide the onsite customer journey, tailoring the experience to each guest to match that of a 5-star luxury hotel. You will be proactive, intuitive and confident in dealing with VVIP and HNW on a daily basis, creating a seamless workplace experience and arranging uniquely personal experiences to leave an outstanding lasting impression. Day to day you will also be responsible for meeting room bookings, external catering arrangements, assisting with IT/AV setup and advising on local/concierge services.

The successful candidate for this role will report into the FOH Manager, and will be a people-person as well as a trustworthy, discreet communicator. You will support on personalised services, service enhancements, activations/engagement events within the hospitality area, as well as organising other community-building events and activities with your manager and onsite colleagues. As an adaptable individual, you will ensure the lounge and meeting rooms are guest-ready at every moment for any unplanned high-profile clients.

Personality and a natural flair for engaging with stakeholders and onsite colleagues for a ‘One Team’ approach will ensure success within the role for an outstanding visitor experience.

Key Responsibilities

• Ensure the highest standards in presentation are maintained at all times, noting that the hospitality lounge and personal image is immaculately presented, welcoming and to a five-star audit standard at all times.
• Promote an environment where your manager’s and colleagues’ experiences and expertise are valued.
• Daily duties, including meeting room bookings, meeting room readiness, external catering arrangements, assisting with IT/AV setup and setup/clear down along with support from housekeeping.
• Deliver a proactive visitor experience, including lobby hosting, advance planning for personalised welcome, concierge services and working closely with the Guest Services Manager for best effect during VIP and group visits.
• To support the Guest Services Manager as a point of contact to all occupiers for FOH related queries, escalations or general operations.
• To regularly review Front of House Service SOP’s, Manuals and Health & Safety as well as routinely update the FOH Handbook and train cover team in site protocols.
• Ensure a 5* service is delivered at all times.
• Where possible, bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving FOH Service, including local business/concierge endorsements.
• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied, it must be kept in an acceptable and clean condition at all times. You will also be responsible in ensuring you team upholds the same high personal presentation standards.
• To carry out duties in accordance with instructions by your Guest Services Manager, Building Manager/Supervisor/RFM.
• Establish a professional working relationship with all the staff, tenants and contractors within the property.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone for all queries in a professional manner.
• To maintain a physical presence at the lounge; it is not to be left unmanned at any time during building opening hours.
• To comply with and ensure that the landlord obligation for health and safety and fire precautions is always met. To ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures.
• To be aware of and abide by all rules, terms and conditions of the company at all times.

Skills, Knowledge and Experience

It is the nature of work of Savills FOH 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 customer service experience in the 5* Customer Service industry, ideally corporate guest services or hospitality.

• You will be confident, professional and assertive with an eye for detail and a curious, yet resilient approach.
• You will have a friendly, bubbly personality whilst remaining professional at all times, working within a culture of collaboration, trust and tenacity to deliver a world class excellence in FOH service.
• You will have experience of working within a luxury setting, delivered boutique services and engaging with HNW and VIP stakeholders and understand the importance of discretion and client privacy.
• You will be acutely aware of your surroundings and occupiers – ensuring that service levels do not drop and all visitors/occupiers are seen to in a timely manner
• You will understand the importance of 5* Service delivery, displaying outstanding hospitality skills.
• You will be able to demonstrate the ability to deal with difficult visitors and/or situations in a professional and calm manner.
• You will be creative and forward thinking, regularly bringing forward ideas to improve service levels.

Desirable

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

Knowledge on Savills systems.

The candidate attributes detailed above are considered to be non-essential although training will be provided on more technical aspects of the role.

Working Hours - 12 month FTC maternity cover. 40 hours per week

Salary - £35,000p/a

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