Front of House Manager

Based – Derby (Multi sites) Hours – 40hrs (Monday to Friday) JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves: Working within the Guest Services team, the Front of House Manager will manage teams across multiple Rolls- Royce corporate sites in Derby. Reporting to the UK Guest Services Manager, you will focus your day-to-day efforts on service delivery, client satisfaction, team development and operational excellence. We believe the most effective teams are built when everyone is empowered to thrive. We embrace the JLL company values and support one another to give the best service possible to our clients. You will work in a collaborative environment where we embrace innovative ways of working and support each other's well-being.

What your day-to-day will look like:

• Drive 5-star customer service excellence through training and day-to-day line management across multiple sites
• Provide day-to-day management including leave requests, absence reporting, weekly updates and 1-2-1s
• Measure, meet, report KPIs with client input. Use output to improve service delivery
• Implement, maintain SOPs with continuous improvement focus across all operations
• Present contract updates to client. Act as escalation point for Front of House issues
• Build and maintain strong stakeholder relationships through onsite initiatives and proactive engagement
• Manage operational activities and liaise with multiple service lines (cleaning, maintenance, catering)
• Streamline visitor management through improved booking procedures and reception protocols
• Grow the customer experience through new initiatives and innovative service delivery methods
• Ensure team follows HR processes including disciplinary procedures and performance management
• Lead cross-training programs across sites and mentor team members
• Maintain all safety documentation and develop QHSE training schedules
• Review incidents, near misses and dangerous occurrences
• Coordinate comprehensive HSE training (evacuation chair, IOSH, manual handling, Fire Leader, First Aid, SIA)
• Foster proactive safety culture and ensure incidents reported within 24 hours
• Audit receptions and meeting spaces monthly to defined standards
• Produce monthly statistics and room utilisations
• Conduct site inductions for new starters and contractors
• Lead Emergency Evacuation procedures
• Raise and escalate requests through Maximo/Corrigo systems
• Assume full management responsibilities during UK Guest Services Manager absences
• Align team to JLL and Client values and drive company culture
• Create reports and Management Information for the contract
• Attend managers forum meetings and Communities of Practice as Workplace Ambassador
• Manage building communications including Wellbeing activities
• Process security clearances for team members

What is required of you?

• Extensive customer service or hospitality experience
• Customer-centric service style, putting the customer first
• Previous management or supervisory experience
• Understanding of Audio Visual and IT systems
• Clear understanding of Health & Safety practices including Risk Assessment
• Experience with building management systems
• Computer literate (Word, Excel, Outlook)
• Strong written and oral communication skills
• Ability to work independently with minimal direction
• Team player with enthusiastic attitude
• Able to remain calm under pressure
• Problem solving ability and good attention to detail
• Desire to continually improve, adapt and self-develop
• Security clearance or ability to obtain clearance
• Experience in multiple site management
• Knowledge of contract management and compliance frameworks

At JLL, we embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career within the UK and beyond. We support each other's wellbeing and champion inclusivity and belonging across teams. What sets JLL apart is our culture of collaboration, both locally in the UK and across the globe. Join us in taking the more inspiring, innovative and optimistic path on our journey towards success as a Front of House Manager in Derby working on our Rolls-Royce contract.