Job Description

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Introduction
Dentsu is an integrated growth and transformation partner to the world's leading organizations. Founded in 1901 in Tokyo, Japan, and now present in over 145 countries and regions, it has a proven track record of nurturing and developing innovations, combining the talents of its global network of leadership brands to develop impactful and integrated growth solutions for clients. Dentsu delivers end-to-end experience transformation (EX) by integrating its services across Media, CXM and Creative, while its business transformation (BX) mindset pushes the boundaries of transformation and sustainable growth for brands, people and society.
We're hiring a Front of House Manager to work from our office in London.
Role Purpose
We are looking for an inspirational leader to become a vital part of our Front of House & Facilities team supporting and enhancing our employee and client experience in our UK Head Office.
As a senior ambassador for dentsu, our Front of House Manager is the face and voice of our business and will lead by example, demonstrating the highest levels of service. Playing an integral role ensuring our business remains connected and visitors are looked after pleasantly and efficiently ensuring an exceptional experience every time.
The role has full responsibility for the Front of House, hospitality, and client meeting room areas in our Head Office. Managing a highly skilled & collaborative team ensuring the team is consistently delivering exceptional service whilst using innovation to proactively multi-task in a fast paced, evolving, and exciting environment. They must be energetic, demonstrate a willingness to help, and have a positive can-do attitude with a focus on a seamless client journey within our facilities.
Key Responsibilities
People

• To lead by example consistently demonstrating what great service looks like whilst inspiring our Ambassadors and Team Leader to strive to these 5-star standards.

• Managing a team of 4: currently 3 Front of House Ambassadors, a 1 Front of House Team Leader. Conducting weekly/monthly 1:2:1, monthly trainings, and appraisals.

• Our people being at the forefront of everything we do, creating a robust process that ensures an environment where continuous growth and development is encouraged for our Ambassadors and Team Leader, keeping them inspired and motivated.

• Setting challenging yet achievable goals whilst coaching and mentoring them to ensure they all perform and achieve their goals.

• Future proofing the team by identifying and developing high performers as part of an effective succession planning structure.

• Responsible for the recruiting team members and our onboarding process.

Front of House services

• Overseeing the Team Leader in forward planning to ensure staffing and resources are adequate daily, mitigating risks.

• Working as a key part of a highly skilled Front of House team, supporting the business to ensure a smooth and efficient client journey from arrival, during their visit and through to their departure.

• To manage the reception in our Head Office maintaining a pleasant and welcoming environment for all our visitors.

• To be accountable for the presentation of dentsu Front of House facilities and services, where necessary consulting with the internal Facilities and IT service teams to ensure our services are of a high standard and looking for improvements in ways of working.

• Ensuring our Front of House procedures, policies and systems are implemented and reviewed to ensure our visitors are safe and secure whilst being within our premises.

• Ensuring that the team function to the professional and consistent standards expected to provide a high level of customer focus to meet the business needs.

• Executive/VIP engagement for UK & Global visits.

• Working closely with our EA/PA community to assist with meeting room bookings: finding available spaces; moving meetings; and assisting with furniture and catering requests.

• Managing our in-house catering contract: reviewing annual budget for cafe/hospitality and free issues; raising POs; collaborating on Workplace Experience events and initiatives; and ensuring that they are delivering a 5 star service.

• Ensuring meeting rooms and facilities are presentable and in working order for our employees & clients, conducting daily checks and reporting issues as necessary. dentsu has extensive meeting room and front of house capability and the role is responsible for supporting the business in maximising the efficiency of these services.

Skills/Qualifications

• A management background in front of house/reception, hospitality, or concierge services from a corporate, luxury hotel or high-end retail background.

• Experience in leading and inspiring a team with varying experience, including performance management & managing HR-related matters.

• Experience in managing budgets, SLAs & KPIs.

• Solid administrative skills with a keen eye for detail.

• Strong customer service & people skills.

• Strong IT skills with a good understanding of Outlook, MS Office and Condeco

• Experience working as part of a wider Facilities team.

• Confident, trustworthy (discretion & confidentiality) and dependable.

• Strong listening skills, effective communication, who can influence all levels of people across the business.

• Self-driven, uses initiative, has a positive outlook and a clear focus on high quality service delivery.

• Proactive, takes responsibility, delegates, influences, consults and refers appropriately.

• First Aider/Fire Marshal - Desirable.

What we offer

• This is a permanent role
• The role is based from the London office in NW1 and hours of work are from 8.30 am-5.00pm Monday to Friday

• As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs.

Inclusion and Diversity
Our diverse and inclusive culture enables our employees to bring their best selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.
We are happy to discuss flexible and agile approaches to working for all our roles - we can't promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.
Location: London
Brand: Dentsu
Time Type: Full time
Contract Type: Permanent