Purpose of the Role
Overall, Purpose/Aim:
As a service professional, you will be expected to guide the onsite customer journey, tailoring each guest's experience to reflect the standards of a 5-star luxury hotel. You will be proactive, intuitive, and confident in engaging with clients daily—creating a seamless workplace experience and curating uniquely personal interactions that leave a lasting impression.
The successful candidate will report to the Front of House Manager and will be a people-oriented, trustworthy, and effective communicator. You will support the delivery of personalised services, contribute to service enhancements, and help coordinate engagement events within the hospitality area. Working alongside your manager and onsite colleagues, you will also help plan and execute community-building events and activities.
As a flexible and adaptable individual, you will take pride in ensuring the lobby and front of house area are impeccably presented and guest-ready at all times, reflecting a seamless and welcoming experience. A warm personality, combined with a natural flair for engaging with stakeholders and team members, will be key to promoting a ‘One Team’ approach and ensuring an outstanding visitor experience.
Key Responsibilities
- Ensure the highest standards of presentation are consistently maintained, with particular attention to the immaculate appearance of the reception lobby and your own personal presentation—meeting five-star audit standards at all times.
- Foster a collaborative environment where the experience and expertise of your manager and colleagues are respected and valued.
- Deliver a proactive and personalised visitor experience, including lobby hosting using the iPad, advance planning for tailored welcomes, concierge services, and working closely with the Front of House Manager to ensure flawless service during VIP and group visits.
- Varied shifts across two vibrant sites — 2 Television Centre and 1 Wood Crescent — offering a dynamic working environment.
- Support the Front of House Manager as a key point of contact for all occupier queries, escalations, and general front-of-house operations.
- Regularly review and contribute to the improvement of Front of House SOPs, operational manuals, and Health & Safety policies. Routinely update the FOH Handbook and ensure cover staff are trained in site-specific protocols.
- Maintain a consistent five-star level of service delivery at all times.
- Proactively bring forward service innovations and suggestions for continuous improvement, including local business endorsements and concierge recommendations to enhance the occupier experience.
- Ensure your personal appearance is consistently of the highest standard. A courteous, professional, and approachable manner must be maintained at all times. If a uniform is provided, it should be kept clean and in excellent condition. You are also responsible for ensuring your team upholds the same standards.
- Carry out ad hoc tasks and support the Front of House Manager, Operations Portfolio Manager, and Property Management team as required.
- Establish and maintain professional working relationships with tenants, contractors, and all staff within the building.
- Greet, assist, and direct all visitors promptly and efficiently to their required destination or contact within the building.
- Work closely with the FOH security staff to ensure exceptional standards of customer journey throughout. Note any gaps in services and liaise with the security manager to arrange the necessary training.
- Build strong local knowledge to offer a concierge-style service to tenants and guests—recommending nearby restaurants, shops, transport options, and local events in the City of London.
- Respond professionally to telephone and email queries.
- Maintain a visible and consistent presence within the reception lobby area, which must not be left unmanned during building opening hours.
- Ensure compliance with all landlord health and safety obligations and fire regulations. Ensure contractors on-site adhere fully to company and site-specific health and safety protocols.
- Always remain aware of and abide by all company rules, terms, and conditions.
- Assist in curating events and building enlivenment initiatives, engaging with occupiers to deliver a premium lifestyle and concierge offering, both in person and via the building app.
- Design and distribute posters, marketing materials, and communications to promote building updates and upcoming events.
- Contribute ideas for creative and engaging events to help keep the reception welcoming and dynamic.
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
Proven experience in a 5-star customer service environment, ideally within corporate reception or luxury hospitality.
Confident, professional, and assertive with strong attention to detail and a curious, solutions-focused mindset.
Possess a warm, approachable, and bubbly personality while maintaining professionalism at all times, and thrive in a culture of collaboration, trust, and high standards.
Demonstrated experience working in a luxury setting, providing boutique services and engaging with VIP clients—exercising discretion and professionalism at all times.
Highly observant of your surroundings and occupier needs, ensuring consistently high service levels and prompt attention to all visitors and tenants.
Exceptional understanding of 5-star service delivery and the ability to exhibit excellent hospitality skills with every interaction.
Confident in handling challenging situations or individuals calmly and professionally.
A proactive and forward-thinking approach, regularly contributing innovative ideas to enhance the service experience.
Desirable
Proficient in the full suite of Microsoft Office applications, including Word, Excel, PowerPoint, Access, and Outlook, with the ability to produce professional documents, reports, presentations, and data analysis.
Familiarity with Savills systems, tools, and internal processes would be advantageous.
Strong creative skills, including the ability to design engaging posters, presentations, and other visual materials.
Knowledge and experience using Canva or similar design platforms would be highly desirable.
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 & 9am-6pm
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Please see our Benefits Booklet for more information.
