Overview
The Front of House & Experience Lead is responsible for supporting the daily operations of Front of House as well as leading on the coordination of events and management of social media for the building. The role ensures that all services are delivered consistently, efficiently, and in line with the client and service partner vision and guidelines. Working in collaboration with the on-site Building Management team, you will help ensure seamless day-to-day operations and a consistently high standard of service delivery.
Customer satisfaction is key, and you will build strong relationships with occupiers and stakeholders, proactively addressing their needs and responding to requests. Working closely with the FOH team, you will drive the delivery of high-quality front of house services, engaging occupiers through well-executed events and targeted social media activity that enhances the overall building experience. You will continuously seek to improve ways of working, optimising efficiency and productivity, while role modelling the expected behaviours in all interactions with the Client, Building Management team, and occupiers. You will be responsible for the day-to-day performance management of the team, ensuring clear objectives are set, monitored, and regularly reviewed. Where performance improvement is required, you will provide constructive feedback and support to enable development. Your purpose is to lead and develop a reliable, high-performing, and proactive FOH team, while delivering engaging events and communications that enhance the reputation of Apex and position the service as best in class.
Duties
- Lead and manage the Front of House team, driving high performance and ensuring consistently exceptional service delivery to all occupiers, visitors, and stakeholders.
- Create and maintain a welcoming, professional, and engaging Front of House presence, ensuring every interaction reflects a warm and memorable Ethos Farm experience.
- Develop, coach, and support the FOH team to build strong relationships with occupiers, service
- partners, and client teams, enhancing communication and overall service standards
- Take ownership of the planning, coordination, and delivery of on-site events, occupier
- engagement initiatives, activations, wellbeing programmes, community activities, and social impact
- projects, ensuring they are well organised, engaging, and aligned with the building's community
- and occupier experience strategy.
- Manage and oversee social media activity for the building, curating content that promotes events, occupier engagement initiatives, social impact activity, and the overall brand and community experience.
- Act as the primary point of contact for day-to-day Front of House operations, ensuring all occupier queries, feedback, and requests are handled promptly, professionally, and effectively.
- Organise, attend, and support occupier meetings, forums, working groups, and engagement sessions, including the preparation of agendas, accurate recording and distribution of minutes, action tracking, and communication of key updates to stakeholders.
- Support the delivery, promotion, and reporting of social value and social impact initiatives, working collaboratively with occupiers, local community partners, service providers, and internal stakeholders to drive engagement and positive outcomes.
- Support the Building Management Team with reporting requirements, ensuring accurate data collection, regular updates, and timely submission of operational, occupier, and engagement insights.
- Provide administrative and operational support to the Building Management Team across a broad range of building operations, occupier experience activities, and site initiatives as required, ensuring a consistently high standard of service delivery.
- Collaborate closely with the General Manager and wider management team to ensure clear communication and seamless continuity of operations, particularly in their absence from site.
- Ensure all FOH processes and SOPs are maintained, regularly reviewed, and kept up to date, with clear communication and training provided to the team on any changes.
- Coordinate FOH support for contractors and engineers, including access management, key handling, progress tracking, and maintaining accurate records.
- Maintain the highest standards of presentation, professionalism, and conduct across the FOH team, setting clear expectations and leading by example.
- Identify training needs and deliver ongoing development for the FOH team, ensuring confidence, consistency, and continuous improvement in service delivery.
- Proactively manage on-site issues, promoting a solutions-focused approach within the FOH team at all times.
- Foster a culture of continuous improvement, ensuring clear communication and a proactive, service-led mindset in all interactions with occupiers, clients, visitors, and service partners.
- Build and maintain strong working relationships with occupiers, service partners, client representatives, and internal stakeholders, acting as a key point of contact and supporting the successful delivery of occupier-focused activities, communications, and initiatives.
- Maintain a collaborative, flexible, and proactive approach to supporting wider site activities, working closely with the Building Management Team and on-site service partners to achieve shared objectives and ensure the smooth, efficient operation of the building.
- Exercise sound judgement in day-to-day decision making, escalating to the Regional Manager for guidance and support when required, particularly in complex or sensitive situations.
Requirements
- Excellent Customer Service skills are essential as this role will require communication and interaction across multiple service lines
- A minimum of 2 years previous Supervisory/Management experience is essential, preferably in the service industry. Building and/or Facilities management experience would also be beneficial.
- Computer literacy is necessary for basic communications, reporting as well as social media understanding (Canva, Word, PowerPoint & Excel).
- Social Media management - creation of engaging digital content for social media would also be desirable)
- Excellent written and spoken English with demonstrably strong communication skills to inspire and lead the FOH team with enthusiasm and sufficient professional gravitas
- Flexibility to work at other L&G sites in the London area if required to suit the needs of the wider business
- Experience of managing the delivery of both large and small scale events within the building and the local community, working with the team to foster engagement and create social values
Pay: From £16.00 per hour
Experience:
- Supervisory /Management : 2 years (preferred)
Work Location: In person
