Client Host Team Leader

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Job Title

Client Host Team Leader

Department

Office Services

Office Location

London

Reports To

Front of House Manger

Working Hours

40 hours per week, alternating weekly shifts of 07:30 - 16:30, 09:00 - 18:00, 10:00 - 19:00 & 11:00 - 20:00.

Firm Description

Hogan Lovells is one of the leading global law firms.  Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach.  Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa. 

With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally.  Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

Department Description

Office Services is one of the firm's support departments and is responsible for the delivery of operational facilities services and the operation and maintenance of real estate assets for the London Office.

Role Overview

To be part of the Front of House team, providing a high-quality customer focused Client Host service working alongside the Client Host Team, Front of House Manager and the In-House Functions Organiser.

A flexible approach is essential as the post-holder will be required (on occasion) to work any time between the hours of 07:30 and 20:30. Overtime may also be available or required at times.

Key Responsibilities / Accountabilities

• To support the Front of House Manager in providing a high quality, professional Client Host service that is appropriate to business needs.
• To assist in the production of the weekly rota, ensuring all posts have sufficient cover at all times.
• Provide Client Host cover on any of the posts ensuring continuity of service.
• To attend team meetings, record minutes and distribute to the team.
• To support and where necessary act of behalf of the Front of House Manager in holding regular one-to-one meetings with the Client Host team.
• Act as Training Champion, undertaking the 'new joiner' induction process and ensuring the wider training requirements of the team are regularly assessed and met.
• In conjunction the Front of House Manger, continually review and update the Standard Operating Procedure to ensure all procedures are reflective of current business demands.
• Be the primary point of contact and assist when required in the absence of the Front of House Manager.
• Work to establish and maintain excellent levels of communication between the Client Hosts, the In-House Functions Organisers, catering, security, AV and wider Office Services teams.
• Monitor the appearance, standards and performance of the Client Host team, to engender the 'One Team' philosophy is promoted as a core value of the team.
• Ensure appropriate handover processes are undertaken between the security team and/or other Client Hosts, at the beginning and end of the shift, to ensure service continuity.
• To be proficient in the use of room booking systems providing support to the wider team as required.
• Be the main point of contact for the team with the inhouse development team for our room booking system in Service Now.
• Supervise the presentation and upkeep of bookable rooms.
• Ensure that all reasonable client and visitor needs are met ensuring 'Client comes First'.

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services.

All members of the firm participate in our Responsible Business program.

Person Specification

Qualifications, Skills and Experience

Essential

• Educated to GCSE standard or equivalent.
• Experience in a high quality, pressurised customer focused/service environment, such as a 5* hotel, cabin crew, or in a similar role as a corporate receptionist.
• High level of customer service awareness.
• Proven ability to work within a team and to take part in developing operational procedures.
• Able to deal with people at all levels and work effectively as part of a team.
• Have good planning and organisational skills.
• Demonstrable leadership and management skills appropriate to the level of responsibility.
• Have a flexible, cheerful and enthusiastic approach to the role
• Able to work under own initiative.
• Able to demonstrate a courteous and polite disposition, with an understanding of the manner in which to deal with both clients and staff.
• Must have a client focused approach with "can do" attitude.
• Ability to prioritise client requests and deliver within agreed timescales.
• Have the ability to deal with difficult situations and stay calm under pressure.
• A good understanding of the importance of a high-quality client-facing service to the success of a business.
• Able to relate to people at all levels and from different cultures.

Desired

• Demonstrable computer skills however, training will be given in the Hogan Lovells systems.
• Previous experience of a room booking system would be an advantage, however full training will be given in the Hogan Lovells' system Service Now.

General Attributes

• Have a presence that enables the post holder to "stand out" as an effective leader.

• Excellent Interpersonal Skills.

• Build and maintain effective working relationships with colleagues, clients and others at work.
• Stay motivated and enthusiastic, even during quiet periods.
• Work well under pressure.
• Show an interest and understanding in the firm's work generally, as well as in the client services areas.
• Understand the importance of good grooming and a polished appearance.

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex , gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.