Job Title

Front of House Operations Coordinator

Job Description Summary

Job Description

Cushman & Wakefield are recruiting for a Front of House Operations Coordinator as part of our Asset Services Front of House management team. The purpose of this role is to provide operational and administrative support to the management team, coordinating and communicating all cover arrangements with relevant stakeholders and ensuring accurate records and documentation are in place for all properties and contracts.

The role holder will be expected to take ownership of the directory of operational trackers and team records, ensuring standard operating procedures are maintained and all records are kept accurate and up to date daily. They will act as the escalation point for all issues and queries, making sure all matters are addressed and resolved promptly to the satisfaction of clients, occupiers, and internal stakeholders.

Key Responsibilities:

Facilitate Temporary Coverage Needs: Manage and coordinate ongoing coverage for the portfolio, ensuring seamless front-of-house service during team absences by communicating and addressing temporary cover arrangements promptly.Deliver Exceptional Customer Service: Monitor and uphold high standards of customer service for Colleagues, Clients, Occupiers, and Guests, addressing any queries or complaints promptly with effective resolutions.Attention to Detail and Organisation: Maintain accurate and up-to-date operational trackers and spreadsheets, ensuring consistent service delivery to clients and occupiers.Invoice and Payroll Management: Reconcile cover partner invoices monthly and manage time sheet/payroll submissions for flex team members.Communication and Reporting: Facilitate clear and effective communication between the FOH management team, reception teams, and cover partners.Independent Problem-Solving: Work independently to find appropriate solutions in a fast-paced environment, ensuring operational continuity.Service Standards and Feedback: Support the FOH management team to conduct regular audits and gather feedback from occupiers and stakeholders to monitor and enhance service standards.Complaint Resolution: Address and resolve queries or complaints from clients, occupiers, and guests promptly and professionally.Innovation in Front of House Services: Support the development of initiatives to meet and exceed occupier expectations, enhancing the Front of House experience.

Qualifications:Strong command of both spoken and written English (mandatory).Degree in a relevant discipline (desirable).

Knowledge & Experience:

Previous business admin/operational support experience.Record keeping and document management.An awareness and understanding of customer service standards in a Hospitality environment.Experience of resource allocation/managing rotas/staff scheduling.

Skills & Personal Qualities:

Exceptional attention to detail and organisational skills.Proven ability to work efficiently in a fast-paced and dynamic environment.Strong communication and interpersonal skills to effectively manage relationships with internal and external stakeholders.Ability to problem solve and address operational issues as they arise.Proficiency in Microsoft Office Suite, for managing data and operational trackers.Ability to manage multiple priorities and deadlines with a proactive approach.

INCO: “Cushman & Wakefield”