JLL
Facilities Manager and Reception Lead
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Facilities Manager and Reception Lead
Facilities Manager & Reception Lead
Location: Stokenchurch
About The Role
As the Facilities Manager & Reception Lead for our prestigious Work Dynamics client, you will spearhead operational excellence and service delivery while ensuring exceptional front-of-house hospitality. This dual-function leadership position serves as the principal operational lead responsible for the end-to-end delivery of integrated facilities management (FM) services, alongside overseeing reception operations and visitor experience. The role ensures business continuity, operational excellence, financial performance, and leads the operating model on site with a focus on creating outstanding first impressions and seamless workplace experiences.
This leadership role is accountable for building and developing high-performing FM and reception teams, maintaining trusted relationships with client stakeholders, and ensuring that local teams take ownership of their sites while delivering world-class hospitality standards.
Key Responsibilities
Strategic Operational Leadership
Serve as the primary operational interface between the client's senior leadership and our delivery teams, ensuring seamless communication and service alignment. Identify opportunities for service enhancement, cost optimization, and process improvement across both facilities operations and reception services.
Drive workplace experience excellence initiatives that directly impact employee satisfaction, visitor experience, and productivity metrics. Manage integrated service delivery including facilities, hospitality, reception, catering, and event management teams, ensuring cohesive service delivery and consistent brand representation.
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Lead strategic direction and operational excellence across key account support functions including HSSE, Quality & Compliance, Performance Management, Communications, Sustainability. Champion enterprise-wide workplace transformation initiatives supporting global corporate strategy while maintaining exceptional front-of-house standards.
Reception & Front-of-House Leadership
Oversee all reception operations, ensuring professional, welcoming, and efficient visitor management aligned with corporate standards and brand values. Lead the reception team to deliver exceptional customer service, managing visitor check-in procedures, security protocols, and first-impression experiences that reflect organizational excellence.
Develop and implement reception service standards, protocols, and best practices that enhance the visitor journey from arrival through departure. Ensure reception staff are trained in customer service excellence, emergency procedures, building systems, and client-specific requirements.
Manage the scheduling, deployment, and performance of reception personnel, ensuring adequate coverage during business hours and special events. Implement technology solutions and tools that streamline visitor management, meeting room bookings, and front-desk operations.
Client Relationship Management
Cultivate strong strategic partnerships with client stakeholders at all levels, ensuring exceptional service delivery in both behind-the-scenes operations and front-facing interactions. Develop reporting to demonstrate performance, value creation, and continuous improvement across facilities and reception metrics.
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Proactively identify emerging client needs and develop tailored solutions that enhance both operational efficiency and visitor experience. Act as the escalation point for complex service delivery challenges, ensuring swift and effective resolution. Maintain, review and oversee vendor relationships and performance across all service streams.
Qualifications & Experience
Professional Background
Progressive experience in corporate real estate services management with demonstrable expertise in Facilities Management and hospitality/reception operations. Proven track record of successfully managing complex service delivery operations with budgetary responsibility, including front-of-house and visitor services.
Experience leading diverse functional teams including HSSE, Quality & Compliance, and reception/hospitality teams. Demonstrated expertise in vendor management, strategic sourcing, and hospitality service delivery.
Strong financial acumen with comprehensive experience in budget development, financial forecasting, and cost optimization programs. Minimum 2 years of facilities management with demonstrated success in reception or front-of-house leadership.
Experience in customer service excellence, visitor management systems, and creating outstanding first-impression experiences highly valued.
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