Job Title

Reception and Hospitality Team Leader Salary: £27,000 - £30,920 per annum depending on experience, plus company benefitsLocation: Newcastle Upon Tyne, NE1 3DXTravel to Leeds and Manchester once a month, paid for by the company.Contract: Full time, permanentShifts: 37.5 hours per week, Monday-Friday shifts between 8am and 6pm with 1-hour unpaid breakFlexibility required to be able to work events out of hours (time in lieu/paid overtime will apply)Work model: Fully onsiteWilliams Lea seeks a Reception and Hospitality Team Leader to join our team!Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.Purpose of role A Reception and Hospitality Team Leader will be the first people to meet the clients and guests so are the first impression of our clients firm and depends on our friendliness and efficiency. The team need to be ambassadors for the brand and company, the reception team should be providing a service and welcome to guests turning their welcome into a positive and memorable experience.Key responsibilities To be proactive and effective in the monitoring of meeting room bookings, ensuring maximum utilisation while taking into consideration practicalities and demands of room usersTo be responsible for the efficient running of all client areas and to carry out regular floor walks and ensure all areas are tidy and presentable as outlined in the SOPsTo be the “owner” MS room booking system, ensuring its effective useTo go the extra mile to ensure the provision of a consistently high standard of support, where necessary, for all clientsTo prepare and submit any documentation which includes the Client Experience rota and monthly reportsTo supervise and oversee all health and safety procedures as they affect the team including taking responsibility for any risk assessments and related actions and proceduresTo act as team leader, supervisor and role model to the Client Experience team and to effectively manage the departmental manpower requirements to ensure appropriate levels of staffingTo inspire, engage and guide the team towards achieving the Williams Lea required level of excellence and to be responsible for the appearance and presentation of the teamTo define job role expectations for the teams and to train, support and manage them in achieving those expectationsTo manage staff related matters for the teams including (but not limited to) the continuous feedback, performance reviews, return to work and disciplinary interviewsTo be responsible with the recruitment process within your teamTo work effectively with others, seeking input and feedback. Sharing information, contributing ideas and innovative suggestionsTo be responsible for the training and buddy process for any new member of staffTo chair regular team meetings communicating changes of procedures where applicableTo develop and keep up-to-date, in conjunction with the Account Director, the departmental SOPsTo be aware of cost control as it affects the team and to assist the Account Director when compiling yearly departmental budgetsTo take any actions or make any reasonable decisions consistent with the departmental standards operating procedures which do not contravene any of the company’s policiesOperationally manage the Newcastle service and oversee the management of the Leeds and Manchester Front of House servicesPersonal attributesPrevious experience working in reception and hospitality services is essentialHave previous experience working on a reception desk for a blue chip company/high-end hotel within a busy office environmentMust possess a professional presentationOutstanding guest services skills, sophisticated verbal and written communication skillsGood time management skillsGood knowledge and understanding of a telephone systemHave great interpersonal skills and an outgoing personalityHave an excellent command of the English language, both in verbal and written communicationHave passion to achieve excellent guest service in everything that they doBe able to work well under pressure and can act pro-actively and intuitivelyExcellent leadership skills and experience in managing a teamAbility to prioritise and work under pressure and plan ahead and anticipate problemsExcellent communication skills both written and verballyA welcoming positive manner and an understanding of what good customer service looks likeA team player who is willing to go the extra mileTo always act with integrity and embrace the company philosophyCustomer focus: ability to understand the needs of the client and provide customer service and superior client serviceRelationship management and communication: ability to create and maintain strong relationships and channels of communication with key interfaces and the businessIT Knowledge: Knowledge MS Office, and working knowledge of A/V equipment an advantageAdministrative skills: ability to multitask, prioritise workload and provide administrative supportHave operational experience working at prestigious events (this is beneficial, but not critical)Rewards and BenefitsWe believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:25 days holiday, plus bank holidays(pro-rata for part time roles)Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral SchemeYou will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!Equality and DiversityThe Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at (we do not accept applications to this email address).View our Privacy Notice