Front of House Manager (Nigeria) at Tsebo Facilities Solutions

Business Unit / Division: Tsebo Facilities Solutions

Job Description

• The Front of House Manager (FOH Manager) is a performance driven role which requires an individual who fully understands the functions of guest relations outlets in the business.
• The FOH Manager is expected through respective instructions from Facility Manager to assist in developing and fostering stakeholder relationships and to also create and protect the working environment.

Duties & Responsibilities
Floor coordination:

• Take full ownership of the guest relations operations and daily prepares the work schedule of the team which includes timely allocation of newspapers/magazines, pantry room consumables, opening/closing of meeting room partitions, moving of furniture, air freshener replacement and telephone lines opening.
• Manage staffing requirements for the front of house team within the facility (Receptionists, Meeting Room Attendants and Switchboard & Helpdesk) by daily organizing the deployment of staff as per operations needs whilst ensuring strict adherence to operations commencement time - 07:45am.
• Provide a direct stop gap support by physically standing in place of an absentee where required (such as during lunch breaks, annual leave, sick leave and so on) in all the guest relations units (Helpdesk, Both receptions, Switchboard etc.).
• Carry out daily inspection of the floors, report all issues to the FM team via the helpdesk and follow up all service requests or work orders generated for guest relations services.
• Assist the Facility Manager to supervise and coordinate (setup of venue and aid organize events/functions within the building).
• Arrange with the Executive Meeting room host to control the usage and prompt maintenance of the audio visual equipment.
• Deal with customer complains in a professional and friendly manner. Actively follows up requests from guests and goes the extra mile to attend the needs of visitors. Collate feedback, both motivational and formative, from stakeholders and report accordingly to the Facility Manager.
• Take responsibility for the development and delivery of a proactive culture across the entire building.
• Investigate all Front of House incidents, complete report and liaise with relevant parties when necessary and forward completed report to Facility Manager and Human Resources on disciplinary issues.
• Play an active role in fire drills and CSR events organized by the Company or client.
• Ensure that no boxes or large items are left unattended in working areas around the building
• Assist the Facility Manager to ensure the look and feel of the office and meeting areas are maintained to the highest of standards by working with the cleaners.
• Work within GOWS (Global Office Workplace standards) and support of agile working.
• Ensure that the team and the users are kept updated of the progress of the resolution of the issue / problem
• Assist Facility Manager with business unit relocations or ad hoc projects.
• Be familiar with & operate to the Scope of Work of FM team as defined in the Contract.
• Provide backup support for the Facility Manager in times of absence.
• Provide assistance in any other duties as assigned/delegated by the Facility Manager.
• Organize induction training for new team members or on site vendor’s personnel.

Skills and Competencies

• Receive/greet guests with enthusiasm and in a professional manner
• Attend to telephone call enthusiastically
• Establish, determine the nature and purpose of visit and direct to specific destinations.
• Display professional work ethics & conduct
• Self – motivated, has a strong sense of responsibility and ability to independently solve problems
• Record information accurately
• End conversations with the customer/client on a positive note
• Handle difficult and irate customers/callers in a way that does not disturb other guest at the reception.
• Actively seeks to customer/client’s needs
• Displays an attitude of excellence all the time
• Represent the organization positively
• Is assertive (without being rude) when handling the guests
• Able to interact with all levels of staff and management
• Can handle challenging situations
• Good administrative and Interpersonal Skills
• Front of House qualification