Front of House Team Leader

Hours: Monday to Friday - shift rota basis between 8.00 am -5.00pm (Flexibility is however required in order to support the needs of the business).
As the winner of two Working Families' awards for 'Best UK employer for Flexible Recruitment 2022' and 'Best UK employer for Flexible Working Award 2020', we are happy to consider flexible working opportunities to help you balance your work and home life., The role of the front of house team leader (London) is line management for our FOH team, to ensure the highest level of client care and customer service is provided to all clients, colleagues and visitors. The Front of House Team Leader is responsible for overseeing the daily tasks in reception, switchboard, and hospitality, including event support in liaison with the events team, to ensure a seamless service for clients in our London office. Our team leader must be highly interpersonal and empathetic and have a philosophy of leading by example.
Introduction to the team:
The front of house team are the face of Hill Dickinson and offer outstanding events and impeccable client service to visitors and colleagues. You will be joining a team who have won awards for their hard work, commitment, friendliness and overall client service. Being part of the team offers an opportunity to meet new people and to be a part of a team delivering successful meetings and events for our clients.,

• Promote a professional and pro-active image for the FOH team at all times through supporting and maintaining the core values of the firm.


• Build respect and effective relationships with our fee-earners to understand the work and proactively support with clients.


• Encourage an excellent customer service environment, ensuring that our processes reflect this.


• Ensure that all Hill Dickinson policies, procedures, and standards are correctly implemented, maintained and exceeded where possible


• Delivering training to team members and ensuring that staff are given the skills needed to successfully carry out their role.


• Coach and develop your team, including probations, performance reviews, annual appraisals, mid year reviews, setting objectives and regular one to ones


• Report any relevant information and issues to the front of house supervisor and designated facilities management team.


• Work closely with the events team to assist with client and internal events, making sure catering, registration desk, rooms and times are booked and FOH team support is available on the day.


• Undertaking other reasonable duties assigned by your manager or the client.


• Undertake any administrative duties which include but are not limited to the following;



• Invoicing keeping accurate records of expenditure on all meetings and events.


• Stationery orders- including supply of branded items and marketing packs for meeting rooms and reception areas.


• Arranging payment of catering and other invoices


• Regular updating of information in the telephone directory lists and company directories within the telephone system and Hill Dickinson Intranet


• Maintenance of daily holiday lists


• Rota Management

Daily responsibilities: oversee the day to day running of the front of house team, including but not limited to the following:

• 
  Give a warm welcome, answering queries in a caring and helpful way, making sure everyone feels valued and liaising with Hill Dickinson hosts, offering hospitality as directed.
  
• Answer and redirect all calls on switchboard (both internal and external) as per the Hill Dickinson Telephone Standard


• Maintain visitor log and issue visitor passes.


• Maintaining reception email inbox to ensure it remains organised and clear. To ensure prompt service from internal and external communications, responding to queries and requests in a timely manner.


• Coordinate meetings, conference calls, legal hearings, events, training sessions and arrange and deliver catering where required while demonstrating a keen attention to detail to all elements of service and presentation.


• Support set up of MS Teams enabled rooms ensuring all the correct links are in for each meeting.


• Assist with audio visual requirements for meetings and events.


• Carry out regular meeting rooms checks including the reception area to ensure that all front of house areas are well presented, clean and tidy at all times to an impeccable standard.


• To be diligent when booking rooms and ensure that all meeting room bookings / queries / changes and requests for the day are dealt with promptly and in a courteous manner.


• Liaise with facilities in relation to the set up of rooms.


• Liaise with hospitality assistant team member regarding last minute requests / changes to ensure the smooth operation of catering within the business.


• Prepare any catering request, including serving of refreshments and food for client meetings; ensure the smooth running of the kitchen and that the kitchen is kept clean and to an acceptable hygiene level.


• Communicate all food & beverage changes to the relevant people promptly.


• Adhere to strict uniform guidelines and present a professional image of the firm at all times whilst maintaining a friendly and helpful manner when dealing with clients, potential clients, stakeholders and colleagues.


• Act as Fire Marshal for client facing areas.
  
  Previous experience in a similar role - events and/or front of house


• Management or supervisory experience


• Excellent communication and telephony skills.


• Well-practised organisational skills including the ability to prioritise.


• Proficient listening skills.


• A degree of IT literacy and familiarity with systems typically used in events and front of house environment.


• Be able to work well under pressure, must have strong organisational skills and proven experience in managing a team in a demanding, fast-paced environment.


• The ability to work as part of a team.


• The ability to work under their own initiative.


• Exceptional customer focus and care, with the flexibility, energy, and desire to understand the company culture.


• A calm and professional manner


• Flexibility in approach and willingness to work outside of normal hours if business needs dictate.


• Experience of motivating and developing a team


• A high attention to the finer details without losing focus on the bigger picture.


• Experience of staff appraisals/HR processes


• Innovative and proactive approach


Desirable:

• Previous experience in a busy law firm reception environment preferred, with responsibility for delivering on a variety of business projects/events.


• Ability to add creativity to support the concept for an event.


• Food hygiene and food allergen course.
  
  Hill Dickinson is committed to providing fairness and equal opportunity for all regardless of age, gender, gender identity, ethnic origin, disability, sexual orientation, marital or transgender status, nationality, religion or belief.

We understand that our power as a firm comes from empowering our people and that it is only by encouraging and enabling individuals to be themselves at work that we can truly benefit from their rich and varied strengths.
Hill Dickinson is an equal opportunities employer. All applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background.
Disability Support
We are a Disability Confident employer, which means if there is anything that we can do to make your visit easier, so you are able to perform at your best, please let us know. You can contact the HR team at hrteam@hilldickinson.com should you require any adjustments to the application or interview process.
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At Hill Dickinson we understand that incentives go far beyond a good salary, so we have created a comprehensive benefits package tailored around our people.
Here are some examples of what we offer:

• 25 days' annual leave


• Birthday privilege day and Christmas shutdown


• Holiday buy, sell and carryover scheme


• 2 charity volunteering or pro bono days


• Flexible, agile and home working


• BUPA


• Permanent health insurance


• Flexible pension scheme


• Medicash


• EAP with access to counselling


• Enhanced family leave policies


• Access to 10 days fully subsidised emergency or back-up care per year


• Life assurance


• Annual travel season ticket loan


• Dress for your day policy


• Bespoke training and development opportunities


• Financial contribution towards home working equipment