Purpose of the Role
This role provides operational leadership for Workforce+ FOH services, both within business space and residential settings.
The role has operational leadership for the commercial and residential portfolio management team and the mobile Cover Team.
The primary objective of the role is to drive operational and commercial success of Front of House, mentoring and developing the team members to provide a best in class robust service offering.
You will lead on all FOH activities within the wider Savills business, delivering a consistent and best in class guest experience ensuring that all aspects of the business reflect Savills brand and values.
By having an innovative mindset, you will find solutions which strengthen customer satisfaction, optimize employee engagement, and ensure the service offering evolves to meet the future client expectations.
The FOH Operations Lead is required to support and lead on incoming business development requirements, ensure contract retention through operational excellence, building relationships, and open available and new channels for business growth.
This is a highly visible role. The Operations Lead is expected to actively support the team onsite and off-site with key touchpoints throughout the instructions such as KPI meetings and mobilisations of locations across UK.
Key Responsibilities
STRATEGIC
- Create a customer centric operational strategy for the FOH service, working closely with the FOH Lead.
- Drive a focus on best practice across a diverse range of sites, advising and supporting the teams on delivery of this by working with the wider Savills networks to ensure compliance with Health and Safety and ESG.
- Lead efforts to optimise open and effective communication between different teams with the PM Division and the wider Savills business.
- Promote a cohesive one team approach to solving problems and maintain a focus on delivering great customer service.
- Ensure that the FOH Team embodies Savills culture and values. Work on strengthening the internal reputation of the FOH service.
- Prioritise key areas that significantly impact customer satisfaction from mobilisation to support services by using customer journey mapping to identify crucial touchpoints for service optimisation.
- Create and oversee an effective feedback system involving multiple stakeholders, to collect insights and use this system as a foundational tool for ongoing service innovation and refinement.
- Develop a strong understanding on how we add constant value to our instructions and ensure this is evidenced to our instructions, and the FOH department.
OPERATIONAL MANAGEMENT
- Proactively manage all aspects the portfolio, ensuring operational and commercial success.
- Develop and implement operational tools and processes which are scalable and increase efficiency.
- Develop and implement a balanced score card for your team.
- Develop, implement, and innovate a system of SOPs in regard to management, service delivery and processes ensuring transparency and accountability and scalability.
- Drive the departmental KPIs towards continuous improvement.
- Deliver timely reports and insightful management information from the portfolio.
- Lead the design of a centralised annual calendar for occupier engagement. Integrate a diverse array of well-being initiatives, and awareness raising activities focused on Environmental, Social and Governance principals (ESG). Accountable for ensuring the operations team are working to the calendar initiatives and these are updated regularly to enrich the data based on best practices within Savills and the wider industry.
- Ensure compliance with all H&S regulations.
TEAM LEADERSHIP
- Lead the Portfolio Operations and Cover Management team.
- Support and develop your team and direct reports, including recruitment, onboarding, performance management, training, succession planning and mentoring, working with the relevant Savills departments such as training and HR, adopting and adapting the Savills people management processes and principles.
- Responsible for recruitment, talent management, and succession plans within the entire team.
- Foster and develop relationships with existing internal and external clients through regular touch points.
- Create and manage operational budgets. Maintain a profitable margin, while simultaneously upholding the highest standards of service quality. Implement cost control measures and analyse financial data to ensure operational efficiency.
- Support and lead tender processes using insights from site visits to create tailored proposals.
- Build strategic alliances with internal stakeholders to create efficient and bespoke solutions that meet specific client requirements.
- Provide support, guidance and mentoring in an effective and inclusive environment to drive operational excellence.
- Identify and nurture high potential team members for future leadership roles through targeted training, mentorship and project assignments ensuring that these emerging leaders are fully prepared for their next steps within the organisation.
- Foster a learning environment where team members are empowered to excel and contribute effectively to the organisation’s objectives.
- Create open and effective communication between all team members, onsite and central, ensuring sharing of best practice to create excellent service delivery.
- Strengthen the KPI measures to ensure transparency in service delivery and to dovetail into centralised reporting requirement.
- Support with creation and management of operational budgets. Maintain a profitable margin, while simultaneously upholding the highest standards of service quality. Ensure that the operations managers are aware of operational expenditure against budget ensuring that they are operating to budget levels.
- Attend regular meetings to discuss operational performance and where required provide reporting on this.
- Working with the Safety+ Team implement compliance audits and develop an ongoing review of targeted plans that address identified risks, focusing on immediate and long-term solutions.
- Cultivate relationships with suppliers to foster collaboration and alongside Supply Partner+ oversee and evaluate supplier partnerships to ensure compliance with governance standards.
- Accountable for ensuring that all sites have current and relevant assignment instructions, operating procedures, and risk assessments, and that the Front of House+ Handbook/Manual, operational checklists and policies and procedures are regularly updated and maintained by the operational teams.
- Ensure the implementation and overview of a detailed annual training calendar to include all H&S and other mandatory learning topics, customer service training and tool box talks, and leadership topics.
- Adhere to Savills code of conduct as well as all relevant policies and procedures to maintain a professional and ethical working environment.
- Participate regularly in Savills, Workforce+, and industry awards with the FOH team.
- Ensure you are up to date with all market trends, innovations, technology, and bring this know how through regular innovation suggestions to our instructions and the FOH team.
Skills, Knowledge and Experience
ESSENTIAL
- Proven track record in managing Front of House or similar customer facing teams with a focus on operational excellence and team development.
- Experience in developing managing and controlling budgets to achieve operational goals and achieving and maintaining targeted revenue and profit margins.
- Ability to identify business development opportunities
- Demonstrated ability to build and maintain strong relationships with both internal and external stakeholders.
- Exceptional written and verbal communication skills, including the ability to lead meetings, workshops and presentations.
- Proven experience in cross functional team collaboration and ability to drive collective decision making.
- Strong understanding of customer service trends, compliance standards and technology platforms applicable to the front of house sector.
- Ability to adapt to rapidly changing business conditions and client requirements including technology adoption and improvements.
- Strong organisational and project management skills with the ability to oversee multiple initiatives simultaneously.
- 5 hospitality background essential and passion for the highest service standards
DESIRABLE SKILLS
- Familiarity with time and attendance software, visitor management systems, CRM systems and a willingness to learn and understand Savills specific systems.
Working Hours - Mon – Fri. Business hours (37.5 hours) as required, mostly 9am – 5:30pm.
Some evening or weekend work may be required to ensure operational oversight in the 24/7 residential portfolio.
Please see our Benefits Booklet for more information.
