Position Overview
We are looking for a qualified and experienced Soft Service Coordinator to lead our (Front of House Services) reception, mail and cleaning teams, providing a high-quality experience to all guests and clients in the GPA site office buildings in Coventry. As the Soft Service Coordinator, you will be able to demonstrate a passion for delivering a 5* customer experience. You will be responsible for the management of all Front of House Services including meeting rooms, Mail/Logistics and the Cleaning team, ensuring coordination with other services providers to enable a seamless customer experience. Ancillary to this you will be accountable for achieving and maintaining the standardisation of processes and procedures. The role will also call for the provision of professional support, advice and local knowledge to staff, building users and visitors. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.
Main Role
* Lead the Front of House teams and maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
* To work with the Area Soft Service Manager to handle all requests from clients and customers - ensuring their requests are centrally supported.
* To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
* Liaison with client personnel and end users to ensure a high standard service delivery
* To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
Primary Responsibilities
* Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
* Take ownership of issues and the coordination of service suppliers. This will include stepping into services directly, where required, to ensure undisrupted services
* Ownership of building standards and communication.
* Ensure the meeting room management is being used efficiently and correctly.
* Support the occupancy management and client mapping of floors.
* To be fully conversant with the relevant buildings' Emergency evacuation procedures, including activities associated with GPA's evacuation process (i.e. TagEvac)
* Have a keen eye for detail and share your notes and feedback to all the teams.
* Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
* Assist and liaise with the Commercial Team in developing additional works and variations. Arranging and providing quotations for such work.
* Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
* Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
* To maintain a close working relationship with the relevant Building and Security Management teams
* To ensure any visitor and building user complaints are investigated and responded to immediately.
* Delegate in a way that would encourage development and create a sense of ownership.
* Coach individuals in the team to build a high performing team.
* Reward and recognise individuals on team performance.
* Hold monthly team meetings and regular briefings
Experience
Essential Skills:
* Previous experience in Soft Services or Operations and knowledge of real estate
* Excellent Supervisory and Organisational skills
* Hands on and proactive approach
* Good oral and written communication
* Good interpersonal and Influencing skills
* Ability to communicate clearly and confidently and establish client rapport
* Ability to lead teams
* Competency and understanding of Statutory/H&S Compliance.
Desirable:
* IT literate
* Structured and methodical problem solving
* Health & Safety trained. Minimum requirement - IOSH managing safety & BICS trained
* Knowledge of Building services advantageous
* Previous experience of working in a diverse soft service delivery team
* Health and safety background
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