Job Description

Purpose of the Role

Overall, Purpose/Aim:

The main purpose of the role is to maintain a presence in the front-of-house area, as well as in the common areas between reception and the anchor tenant’s ground floor reception. This includes overseeing the shared common spaces. You will be expected to assist all individuals visiting or using the building—from daily visitors to permanent tenants and clients.

You should be a customer service professional with a proactive, dynamic personality and a natural flair for delivering exemplary service. A ‘One Team’ approach is essential, ensuring all Trusted Service Partners work seamlessly together to enhance the customer journey. You will lead by example, demonstrating exceptional service levels and inspiring others to do the same, leaving a lasting positive impression on all guests and occupiers.

Key Responsibilities

• Ensure the highest standards of presentation are maintained throughout the property, reflecting the five-star Savills experience. The reception area must remain clean, organised, welcoming, and aligned with a luxury hospitality environment.

• Proactively lead the visitor experience, including lobby hosting, advance planning for personalised welcomes, concierge services, and effective team coordination during VIP visits, events, and group arrivals.

• Be responsible for managing one Receptionist and one Front of House Receptionist/Coordinator, overseeing their duties and ensuring service standards are consistently maintained. This includes managing meeting room bookings, ensuring rooms are fully prepared, supporting IT/AV setup requirements, and stepping in to deliver these services when required.

• Work closely with occupier reception teams to ensure a seamless and consistent customer journey across all touchpoints.

• Act as the main point of contact for occupiers regarding Front of House queries, complaints, service requests, and general operational matters.

• Curate resident/occupier events and enlivenment initiatives, engaging with occupiers to deliver lifestyle and concierge services both in person and through the building app.

• Create engaging posters, marketing materials, and announcements to promote building updates, events, and initiatives. Prepare PowerPoint presentations for monthly service reviews and complete ad hoc tasks as required by the Operations Portfolio Manager and Property Management team.

• Collaborate with occupiers and the building management team to develop and implement a bespoke customer journey strategy.

• Develop, review, implement, and maintain Front of House Service Standard Operating Procedures, manuals, and Health & Safety documentation, ensuring the FOH Handbook remains accurate and up to date.

• Take full responsibility for managing the Reception Team, ensuring the consistent delivery of exceptional five-star service standards.

• Manage all aspects of employee absence, including sickness reporting, return-to-work meetings, self-certification processes, and absenteeism management.

• Confidently conduct one-to-one meetings, monthly service reviews, investigations, and disciplinary meetings, ensuring effective leadership and support across all operational areas.

• Participate in Building Management meetings, providing Front of House updates, including contractor management, operational changes, and service improvements.

• Attend monthly Reception Services meetings with RS Management and General Management teams.

• Continuously identify and implement service innovations and improvements to ensure the Front of House offering evolves in line with client and occupier expectations.

• Maintain a consistently high standard of personal presentation and professionalism. Demonstrate a courteous, approachable, and helpful attitude at all times. Where a uniform is provided, ensure it is clean, well-maintained, and worn correctly. Ensure the same standards are upheld across the team.

• Carry out duties in accordance with instructions from the Portfolio Operations Manager, Building Manager, and Surveyor.

• Establish and maintain strong professional relationships with staff, occupiers, visitors, and contractors, acting as a key point of contact for the building.

• Promptly welcome, assist, and direct all visitors, ensuring they reach their intended contact or destination efficiently and professionally.

• Answer telephone calls and on-site intercom systems in a courteous and professional manner, responding to occupier queries promptly and effectively.

• Maintain a consistent presence at the reception desk, ensuring it remains attended throughout building operating hours.

• Develop strong knowledge of the local area and provide a concierge-style service, offering recommendations on restaurants, retail, transport links, events, and local amenities within the City of London.

• Accurately complete all required logs, reports, and records as directed by the employer or Property Manager.

• Ensure full compliance with Health & Safety, fire safety, and company procedures. Ensure all contractors attending site comply with contractor management processes and site Health & Safety requirements.

• Remain fully aware of and compliant with all company policies, procedures, terms, and conditions.

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

• Complete regular soft service inspections to ensure consistently high standards across housekeeping, refuse management, reception services, security, and interior landscaping.

• Build a strong sense of community within the building and take ownership of the enlivenment programme, including event planning, delivery, and occupier engagement initiatives.

• Oversee all Level 7 operations and work closely with management to develop innovative solutions and maintain exceptional service standards. Responsibilities include planning, coordinating, and delivering engaging Level 7 lounge and reception events that enhance occupier engagement and the overall customer experience. This includes developing creative event concepts, liaising with internal service teams (management, cleaning, security, and food & beverage), monitoring café expenditure, food wastage, and gross profit, reviewing staffing rotas to ensure appropriate coverage, and maintaining full operational oversight to deliver a consistently high-quality and welcoming environment.

• Support the Property Management team during incidents, emergencies, or operational issues that directly impact Front of House service delivery.

• Assist the Property Management team with the operation and ongoing development of the tenant portal, Visitor Management System, and building app. Specific app features may sit under the direct responsibility of the Front of House team.

Skills, Knowledge and Experience

Due to the nature of work at SMR, tasks and responsibilities can often be unpredictable and varied. As such, all staff are expected to work flexibly when required, including undertaking duties not specifically outlined in the job description.

Essential:

• You will have management experience in the 5-star customer service industry, ideally within corporate guest services or luxury hospitality.

• You will be confident, professional, and assertive, with excellent attention to detail and a curious yet resilient approach.

• You will possess a friendly, engaging, and approachable personality while maintaining professionalism at all times, working within a culture of collaboration, trust, and tenacity to deliver world-class Front of House service excellence.

• You will have experience working in a luxury environment, delivering boutique-level services and engaging with HNW and VIP stakeholders, with a strong understanding of discretion and client privacy.

• You will be highly aware of your surroundings and occupiers, ensuring that service levels remain consistently high and that all visitors and occupiers are attended to promptly and efficiently.

• You will demonstrate a deep understanding of 5-star service delivery and exhibit exceptional hospitality skills.

• You will be able to handle difficult visitors and situations with professionalism and composure.

• You will be creative and forward-thinking, consistently contributing ideas to improve service delivery and elevate the customer experience.

• Proficiency in the full suite of Microsoft Office applications, including Word, Excel, PowerPoint, Access, and Outlook.

Desirable:

• Familiarity with Savills internal systems and processes, enabling quicker onboarding and efficient day-to-day task management.

• Proficiency in design and content-creation tools such as Canva and Adobe Creative Suite (e.g., InDesign, Photoshop, Illustrator), with the ability to produce professional marketing and presentation materials.

The attributes listed under ‘Desirable’ are not essential, and training will be provided for the more technical aspects of the role.

Working Hours - 40 hours a week. 8am-5pm, 8:30am-5:30pm & 9am-6pm

Salary - £45k

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Please see our Benefits Booklet for more information.