Hospitality Leadership & Service Excellence

• Champion a luxury hospitality culture inspired by premium commercial buildings and five-star hotels, setting the benchmark for customer service within the property.
• Lead by example, ensuring every customer interaction demonstrates professionalism, warmth, confidence, discretion and genuine hospitality.
• Understand the building's demographic and adapt services accordingly, ensuring the Front of House experience continues to evolve in line with occupier expectations and the Building App is tailored to their needs.
• Encourage innovation by identifying opportunities to enhance customer touchpoints, improve service delivery and create memorable occupier experiences.
• Position the Front of House team as trusted hosts and ambassadors for the building, delivering proactive service and building lasting relationships with occupiers.

Operational Management

• Maintain full operational oversight of all Front of House environments through regular inspections, quality audits and visible floor presence, ensuring the highest standards are consistently achieved.
• Work collaboratively with Security, Housekeeping, Engineering, Maintenance and all other service partners to ensure seamless service delivery across all customer-facing areas.
• Hold contractors and service partners accountable for agreed service levels, confidently challenging poor standards and ensuring actions are completed to a satisfactory standard.
• Conduct regular soft services inspections, reviewing housekeeping, reception standards, security, waste management, landscaping and customer-facing facilities, increasing the frequency of inspections where necessary.
• Maintain accurate operational records, reports, audits and building logs in accordance with company procedures and client requirements.
• Develop a thorough understanding of building systems, operational procedures and emergency protocols to effectively support the Building Management team when required.

Digital Engagement & Building App Management

• Take full ownership of the building app as a key Front of House responsibility, ensuring it remains engaging, informative and relevant to occupiers.
• Be responsible for enhancing digital occupier engagement by positioning the Building App as a useful, engaging and relevant communication platform, increasing user participation through high-quality content, promoting building news, events, community activities, wellbeing initiatives, local businesses, lifestyle services and concierge offerings.
• Work in partnership with the Building Management team to continuously develop the tenant portal, Visitor Management System and Building App, taking ownership of all Front of House-related content and functionality.
• Maximise the use of ‘Connect’, the FOH Teams Channel and other digital communication platforms to promote best practice, showcase innovative ideas, strengthen connections across Savills community, set the benchmark for service excellence, and raise the profile of the building.
• Monitor app usage, analyse engagement data and implement strategies to increase participation and improve the overall digital customer experience.

Community & Enlivenment

• Create a vibrant workplace community by developing and delivering a structured occupier engagement strategy that enhances the overall workplace experience.
• Produce and manage an annual events calendar incorporating seasonal celebrations, networking opportunities, charity initiatives, wellbeing campaigns, cultural events and pop-up activations.
• Build and maintain relationships with local organisations, retailers, hospitality providers and community groups to deliver innovative events and exclusive occupier benefits.
• Continuously research emerging workplace and hospitality trends, identifying new opportunities to enhance the building's enlivenment programme and customer experience.
• Take ownership of the management and coordination of the Level 9 Pavilion and Terrace, ensuring the spaces are maintained to the highest standards and delivered as exceptional event and hospitality environments. This includes overseeing event set-up, coordinating logistics, liaising with event organisers and occupiers to understand requirements, and ensuring all arrangements are planned and executed seamlessly.
• Manage the full event lifecycle, including gathering event requirements in advance, coordinating with internal teams and service partners, ensuring all relevant documentation is completed and shared with the Building Management team, and maintaining clear and proactive communication throughout the planning and delivery process.
• Ensure all event spaces are fully prepared ahead of time, including room layouts, furniture arrangements, AV requirements, screens, signage and presentation standards, with proactive checks completed before guests arrive.
• Work closely with Housekeeping and operational teams to ensure the Pavilion and Terrace are presented to an exceptional standard before, during and after events.
• Support the promotion of events by ensuring communications and advertisements are shared within agreed timescales through appropriate building channels.
• Proactively engage with event organisers and guests to gather feedback, ensure expectations are exceeded and identify opportunities to further enhance future events and service delivery.
• Maintain a strong focus on hospitality and customer experience, ensuring every event creates a positive and memorable impression while reflecting the premium standards of the building.
• Take ownership of meeting room management, ensuring all bookings are accurately coordinated and that rooms are fully prepared to meet occupier and visitor requirements. This includes confirming room layouts, arranging furniture, checking screen and AV requirements, ensuring all technology is operational prior to meetings, and coordinating with the wider Front of House team to deliver a seamless experience.
• Communicate upcoming meeting requirements clearly with all service partners, delegating tasks effectively and ensuring all team members understand their responsibilities to provide a proactive, efficient and hospitality-led service.

Team Leadership & Development

• Recruit, mentor, coach and develop a high-performing Front of House team that consistently delivers exceptional service.
• Inspire a hospitality-first culture focused on collaboration, accountability, continuous improvement and customer excellence.
• Identify learning opportunities through cross-training with other premium buildings, encouraging knowledge sharing and the adoption of best practice across the wider portfolio.
• Promote employee engagement and wellbeing while supporting individual career development through regular coaching, feedback and development planning.

Compliance & Professional Standards

• Ensure all Front of House operations comply with Health & Safety legislation, fire safety requirements, contractor management procedures and company policies.
• Attend Building Management meetings, monthly service reviews with the Portfolio Operations Manager and contractor performance meetings, providing updates on Front of House operations, occupier feedback, service improvements and operational performance.
• Support the management of operational incidents, emergency situations and business continuity arrangements affecting Front of House services, ensuring timely communication and effective resolution.
• Maintain exemplary personal presentation and professionalism at all times, setting the standard for the Front of House team and ensuring the building consistently reflects the highest standards expected within a premium corporate environment.

Skills, Knowledge and