Team Lead - Buckingham Green at St James… · London

Team Lead - Buckingham Green

Location: London, London, City of

Overall Purpose

We are seeking an exceptional Team Lead - Front of House to join a prestigious mixed-use commercial and residential estate. This high-profile site enjoys significant visibility and welcomes residential tenants, senior clients, and visitors on a regular basis.

The successful candidate will be a natural people person with a passion for delivering outstanding customer service and building positive relationships with occupiers, visitors, and clients. You will lead by example, ensuring the highest standards of professionalism, hospitality, and service excellence at all times.

Duties and Responsibilities

• Oversee Front of House operations across three reception areas within the estate.
• Act as the primary point of contact for occupiers, visitors, clients, and service providers, responding to enquiries promptly, professionally, and efficiently.
• Deliver a welcoming and seamless visitor experience, following all Stand and Greet procedures in line with St James standards.
• Manage high volumes of visitors in a calm, professional, and customer-focused manner.
• Handle incoming telephone calls, directing enquiries appropriately, taking accurate messages, and resolving issues effectively.
• Support residential back-of-house operations, including the management and distribution of deliveries when required.
• Lead, motivate, and manage a team of 4 Front of House professionals, ensuring exceptional service standards are maintained at all times.
• Support and develop team members through regular performance reviews, probation meetings, return-to-work interviews, coaching, and counselling where required.
• Manage and maintain reception rotas, monitor planned absences, and coordinate cover arrangements with management.
• Ensure all team members are professionally presented, correctly attired, and adhere to company standards and policies.
• Build and maintain strong relationships with commercial and residential occupiers, clients, visitors, and landlords.
• Assist guests, occupiers, and visitors with queries, comments, and requests in a knowledgeable and professional manner.
• Manage difficult situations and distressed callers or visitors with confidence, empathy, and professionalism.
• Promote occupier engagement initiatives, events, and building amenities in a professional and engaging manner.
• Produce and distribute daily handovers, weekly reports, monthly reports, and other management information as required.
• Maintain and regularly update operational resources, including the St James Manual, occupier procedures, reception folders, contact databases, and telephone directories.
• Carry out general administrative duties, including word processing, photocopying, stationery ordering, and facilities administration.
• Collate and deliver accurate operational reports for clients and senior management.
• Review and enhance Front of House standards, procedures, and best practices to ensure service excellence.
• Support the implementation of new systems, software upgrades, and process improvements.
• Create, coordinate, and manage the building events calendar, including pop-up events, occupier activities, and Freebie Fridays.
• Ensure events, promotions, and occupier engagement activities are presented and delivered to a high standard.
• Ensure full compliance with all St James policies, procedures, codes of conduct, and Health & Safety requirements.
• Be fully conversant with emergency procedures and support the implementation of health, safety, and environmental legislation.
• Report accidents, incidents, and concerns promptly and in accordance with company procedures.
• Maintain a professional presence and be in position to welcome guests at the agreed operational times.
• Respond flexibly to changing business needs and client requirements.
• Maintain positive working relationships with colleagues and service partners.
• Undertake any other duties reasonably required to support clients, customers, colleagues, and the wider business.

Knowledge and Skills:

• Previous experience managing teams, rotas, and performance processes.
• Excellent communication and relationship-building skills.
• Strong administrative and reporting capabilities.
• Experience managing occupier engagement initiatives and events is desirable.
• Highly organised, proactive, and customer focused.
• Able to remain calm under pressure while maintaining exceptional service standards.
• Confident using workplace technology, databases, and engagement platforms.
• Strong organisational and administrative abilities, with excellent attention to detail.
• A professional, positive, and proactive approach to work.
• Excellent timekeeping, reliability, and punctuality.
• Innovation and creativity.
• Tact and diplomacy.