PORTFOLIO MANAGEMENT

Foster a culture of aspirational leadership, acting as the figurehead ambassador for your portfolio and team.
Proactively manage all aspects your portfolio, ensuring operational and commercial success.
Ensure compliance with Savills and FOH specific SOPs.
Drive the KPIs within your portfolio towards continuous improvement.
Deliver timely reports and insightful management information from your portfolio.
Mobilise new contracts as required, including support with TUPE transfers.
Support senior management in tenders/presentation when required.

TEAM MANAGEMENT

Proactively manage your direct reports to develop all aspects of Front of House within their buildings.
Stay close to the business at all times making recommendations on improvements and innovations, always thinking forward and regularly reviewing technology and service standards.
Manage the onboarding process, creating welcome packs and onboarding information for new employees.
Support and develop your direct reports and on-site teams, including performance management, training, succession planning and mentoring.
Responsible for recruitment and talent management within the managed team.
Portray yourself in a professional manner at all times and lead from the front. To maintain the visual aspect of the Front of House service by managing standards such as uniform and general presentation.
Manage the onboarding process, creating welcome packs and onboarding information for new employees.
Issue all standard operating procedures to new employees, ensuring all new joiner guidance documents are signed and returned.
Manage the training pathway for all Front of House employees, with clear bespoke development and feedback opportunities given to those who demonstrate themselves as Front of House Ambassadors.
Write job descriptions and personal specifications to company standards.
Responsible for direct absence management, both operationally and ensuring all absence is correctly registered within the Cascade system to ensure correct data for payroll.
Responsibility for onsite induction and managing probationary periods of employees in line with company policies.
Carry out annual appraisals in a timely manner with all direct reports, providing constructive feedback and support for professional growth.

QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE

Candidates will be required to demonstrate the following:
At least 2 years’ experience of managing front of house operations, ideally have previous experience in managing multiple sites and/or multi teams across different locations
Experience within luxury hotels or other 5 settings, or the corporate business environment
Excellent interpersonal skills and a natural ability to positively influence business decisions
Commercial and financial understanding and ability to manage a portfolio P&L
Able to demonstrate ability to manage and lead a team of people.
Highly organised with an eye to detail
Passion to achieve excellence in everything they do
Ability to handle a large number of projects alongside managing a portfolio of reception/concierge teams and administrational duties
Experience conducting HR related meetings, ideally to include disciplinary hearings, investigations and general sensitive meetings
Knowledge of Microsoft Office programmes, such as Word, Excel, PowerPoint, Teams etc.
A positive attitude, a visible and natural passion for customer services
Ability to adapt and adjust to a number of clients, contracts and team styles
A strong sense of responsibility and highly professional presentation.
At least three years’ experience managing and mentoring people.
As you manage, supervise and/or employ individuals who perform licensable activities in their job you will be required to hold an non front line SIA licence which is subject to limited vetting.
You will be required to hold IOSH managing safely qualification.
Working Hours - Mon – Fri 09:00 – 17:30 (37.5 hours). 7 month FTC maternity cover.
This role will include some travel outside of the M25

PURPOSE OF THE ROLE

Savills manage a wide range of commercial and residential real estate assets across UK, including multi occupied office buildings. Savills FOH is the inhouse service provider for Front of House services in a number of these commercial assets. Our ambition is to be the supplier of choice for our internal customers, delivering a service to match the best in the market.
The commercial team is headed by a dedicated senior manager who is responsible for the performance of the commercial portfolio and the team of portfolio managers. Our team includes a dedicated absence cover team and administration and operations support.
FOH is currently recruiting for a Front of House Portfolio Operations Manager on a fixed term maternity cover contract to oversee the front of house operations across a number of different locations and clients, based in London with travel required to other sites outside of London. The portfolio is mixed and includes buildings with one and multiple team members; the leadership style needs to be adapted to meet the requirements of each receptionist, supervisor or manager.
The role of the Portfolio Operations Manager is to look after a portfolio of front of house operations, providing guidance and direction to all direct reports, whilst creating and cultivating a culture of service excellence to strengthen customer satisfaction, team leadership to optimize employee engagement, as well as owning the financial success within the commercial portfolio, ensuring that all aspects of the business reflects Savills’ brand and values. A regular site visit schedule alongside control of the portfolio’s KPIs in terms of financial, team, and quality performance will require high organisational abilities, diplomacy, a drive and motivation towards excellence, and outstanding relationship building skills.
Key areas of responsibly are Operational Excellence, Client Relationship, Contract Budget, People Management, Health & Safety.
It is essential that the successful candidate has several years’ experience in a management role, looking after multiple team members within a front of house environment, as well as complex client/stakeholder relationships.

KEY RESPONSIBILITIES

It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.