Front of House Supervisor

Front of House Supervisor - Mitie for Lloyds Banking Group, Edinburgh Salary: £28,000 to £30,000, 40 hours per week. Availability required between 7.30am to 5.00pm. Reporting to: Regional Front of House Manager Role Overview: As Front of House Supervisor you will be the right hand support for the Regional Front of House Manager. You will act as a role model for standards, quality checking service delivery and running the daily shifts across the Edinburgh portfolio (approx 10 team members, over 5 sites). Your mission is to ensure the Front of House team deliver a seamless 5-star experience for every visitor and colleague at all times across the lobby area and working floors. You will ensure that we are proactively managing the workspace and that everything is working as intended. You will enjoy being the host with the most, a stickler for detail, an advocate for excellence and continual improvement, and keen to develop your career into a leadership function. You will be based in, and spend most of your time in Edinburgh. You will be able to travel to our sites in other locations to support new site openings, training, quality checking, and deputising in the absence of the manager. Travel outside of Edinburgh will not be required often, but we do require someone able to accommodate this as and when required. Other locations such as; Belfast, Halifax, Leeds, Manchester, London. This may require over night stays on an ad hoc basis. Travel provided. Key Responsibilities:

• Supervision: Supervise and coordinate the work of the Front of House team
• First Point of Contact: Relating to absence planning and reporting, lateness, rota preparation and general team queries
• Escalations: Resolve client feedback and issues, escalating to the Manager as required
• Manage Key Areas: Quality check the Front of House team's service delivery across all touchpoints, stepping in to support, correct, and coach as required
• Efficient Check-ins: Manage visitor check-ins and check-outs, ensuring smooth access and departure processes.
• Facility Coordination: Proactively manage the workspace, ensuring compliance and maintaining high service standards.
• Technical Expertise: Offer first class meeting room and event space AV support. Undertake regular checks of AV kit to ensure it is working at all times.
Main Duties:
• Professional Conduct: Maintain a high level of professionalism, adhering to company policies and procedures.
• Process: Check and ensure the working areas are setup and working as intended
• Routine Checks and Audits: Perform floor walks and service audits, logging any necessary work orders, and seeing through to resolution
• Visitor Engagement: Build rapport with frequent visitors, keeping the team informed about their preferences. Act as a host in the Lobby area.
• VIP Services: Ensure VIP guests receive exceptional service and satisfaction.
• Query Management: Triage and respond to colleague queries via various platforms, ensuring all queries are acknowledged and resolved efficiently
• Visible Support: Act as a tangible and accessible support for the front of house team, and wider colleague base
• Interlock: Coordinate the Front of House Team's work with other workstreams to support and resolve colleague issues
• Team Collaboration: Work closely with client workplace experience teams to support their initiatives, activities and events.
• Administration: Support the manager to maintain accurate and up to date personnel files
• HR: Support with HR processes and investigations
• Training: Provide training to new and existing team members, and support with job chats and development plans
• Process: Ensure that SOPs, checklists and other process documents are always up to date
• Deputise: Step in to support in the absence of the manager
• Communication: Ensure team are engaged and up to date with relevant information, new processes, and opportunities. Collate any issues, feedback or risks and escalate to the manager.
• Role Model: Demonstrate the service standards at all times, aligned with those of a 5 hotel
Qualifications:
• Experience: 1-2 years in a comparable role in high-end hotels, modern workplaces, or hospitality.
• Communication Skills: Exceptional verbal, written, and interpersonal skills.
• Presentation: Immaculate grooming and personal presentation.
• Technical Proficiency: Skilled in Outlook, Word, Teams, and Chrome; experience with visitor management tools like Condeco and ProxyClick.
• Certification: SIA certification (can be provided).
• IT: Ability to handle a high volume of queries over different platforms
• Customer Service: Training to be provided, with an expectation to complete a relevant apprenticeship or other qualification (during working hours)
Core Skills: Accountability and responsibility, problem solving, communication, initiative, prioritisation, engaging with the customer, attention to detail, personal organisation Join us in this exciting opportunity to develop your career!


• Experience: 1-2 years in a comparable role in high-end hotels, modern workplaces, or hospitality.
• Communication Skills: Exceptional verbal, written, and interpersonal skills.
• Presentation: Immaculate grooming and personal presentation.
• Technical Proficiency: Skilled in Outlook, Word, Teams, and Chrome; experience with visitor management tools like Condeco and ProxyClick.
• Certification: SIA certification (can be provided).
• IT: Ability to handle a high volume of queries over different platforms
• Customer Service: Training to be provided, with an expectation to complete a relevant apprenticeship or other qualification (during working hours)
Core Skills: Accountability and responsibility, problem solving, communication, initiative, prioritisation, engaging with the customer, attention to detail, personal organisation Join us in this exciting opportunity to develop your career!