At RPG, we don’t just build and manage bricks and mortar, we build communities. We make space for people to flourish and businesses to develop, we want to provide the perfect place for businesses to thrive.
The Front of House Manager role is integral to ensuring that a first-class experience is provided to our tenants and their visitors by building strong, long-lasting partnerships.This role would suit an immaculately presented, professional and highly organised individual, who has had previous Front of House Management experience and a friendly presence. They must be willing to go that extra mile for tenants and visitors and thrive in creating a memorable customer service experience.
This diverse role requires the management of a range of services including the provision of event management, community place making, and the support of building amenities such as the Gym and breakout space. This role is a unique opportunity for an enterprising individual who wishes to deliver an unforgettable service, have a long-lasting career and the opportunity to create something amazing.
Key Responsibilities
- Deliver a first-class customer experience to all tenants and visitors.
- Build and maintain excellent tenant relationships, staying informed of their needs and implementing improvements where necessary.
- Collaborate with RPG’s Customer Experience Team to deliver the LIFE experience on site.
- Ensure the Life by RPG app is regularly updated with the latest building events and other relevant site content.
- Work with local partners to secure discounts and activity listings, creating the best possible tenant experience.
- Develop and sustain strong relationships with The Quorum partners, including gym providers, to deliver outstanding services and benefits for tenants.
- Review and maintain the Building Operations Manual to ensure it remains current and accurate.
- Ensure adherence to all front-of-house administrative policies and procedures.
- Always maintain consistent reception coverage.
- Participate in the presentation team, confidently showcasing the workspace, building features, and local area to prospective tenants.
- Take responsibility for maintaining “viewing-ready” spaces and ensuring the overall presentation of the building meets high standards.
- Maintain in-depth knowledge of the building’s construction, systems, services, and front-of-house operations, including fire, security, and plant equipment.
- Ensure the safety of all contractors, tenants, and visitors, maintaining full compliance with Health & Safety and statutory regulations.
- Report faults and incidents via the Vantify Facilities Management Helpdesk and manage issues through to resolution.
- Provide ongoing support to the Facilities Management and Investment Management teams.
- Be a motivational and inspiring leader, recommending and leading initiatives, and gathering feedback that would further improve the service at The Quorum.
- Liaison with tenants and FM team regarding move-in and move-out requirements, tenant fit-out or alterations and any other ongoing tenant issues & matters
- Evaluating the performance of service providers and carrying out regular contractor review meetings to discuss improvements.
- Complete monthly Vantify audits and review any actions noted during your inspections and ensure all compliance items are up to date and documented.
- Competent to manage planned and unplanned evacuations, always remaining calm and professional.
- To gain an understanding and assist in the creation and maintenance of the Service Charge Budget.
Key Skills and Personal Attributes
- Highly presentable and professional in appearance and manner.
- Strong IT skills, including proficiency in Microsoft Word, Excel, and Outlook.
- Fully customer service–driven, with a genuine willingness to understand and meet the needs of both internal and external clients to build and maintain positive relationships.
- Excellent communication skills, both written and verbal.
- Strong workflow management, with effective organisational and time management skills and the ability to prioritise tasks efficiently.
- Act as a confident ambassador for RPG and the The Quorum brand.
- Demonstrate a strong commitment to excellence; takes initiative, adapts positively to change, and proactively seeks solutions to challenges. Focused on delivering high-quality work and motivated to continue learning and improving
- To ensure inspections are undertaken as directed by the RPG Facilities Management team
- To have input and keep up to date the facilities team emergency and out-of-hours cover for those premises under your management, in conjunction with the RPG 24/7 help desk and database as central contact point
Requirements
- IOSH Qualified (preferred)
- First Aid at Work (preferred)
- Exceptional customer service skills.
- Proven experience in a similar role.
- Excellent communication skills, both written and verbal.
- Strong IT proficiency.
- Collaborative team player with a flexible and adaptable approach.
- Experience in event organisation and implementation preferable
- Experience in People Management and Leadership
- Team player with the ability to be flexible
- Sales experience would be an advantage
- Experience with managing budgets
- Awareness of Health & Safety standards and procedures
Job Type: Full-time
Pay: £32,000.00-£35,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- On-site parking
Work Location: In person
