Purpose of the Job

• A culture-forward leadership role focused on delivering exceptional front-of-house experiences.  
• This role ensures service excellence, team cohesion, and brand-aligned engagement across reception, hospitality, and guest-facing environments.

Key Performance Areas

Team Leadership and Vendor Performance

• Lead and inspire a diverse team including receptionists, baristas, drivers, cleaners, security personnel and internal landscaping employees.
• Monitor and evaluate service delivery against established SLAs, ensuring consistent excellence
• Identify and address underperformance through coaching and escalation protocols, as required.
• Administer access systems, subscriptions and parking logistics with precision, in tandem with building management.
• Reconcile operational spend and ensure alignment with company policies and budgetary controls.

Facilities and Hospitality Oversight

• Ensure all front-of house areas are welcoming, well maintained, and brand aligned
• Liaise with building management to ensure service reliability and prompt resolution of issues
• Monitor compliance across safety and hospitality protocols and uphold these protocols through regular audits
• Recommend and implement enhancements to elevate the guest experience and service flow.

Culture and Engagement Stewardship

• Coordinate recognition milestones and office engagement activities.
• Support internal events with hospitality planning and execution.
• Foster team morale through inclusive leadership and service pride initiatives 
• Gather and interpret feedback to continuously improve the front-of-house experience.

Communication and Relationship Management

• Maintain a warm, professional and brand-aligned tone in all interactions
• Lead  and facilitate team briefings and ensure service updates are communicated to ensure alignment and transparency
• Handle sensitive issues with discretion and escalate if necessary
• Build rapport with staff, guests, and vendors

Requirements
Knowledge

• Workplace operations and service protocols.
• Health, safety and building compliance.
• Brand experience and corporate culture.

Job Specific Skills

• Guest experience.
• Vendor coordination.
• Ambiance curation.
• Operational spend reconciliation.
• Operational risk awareness.

Competencies

• Coaching.
• Recognition.
• SOP implementation.
• Problem solving & decision making.
• Strong interpersonal skills and stakeholder engagement.
• Strong communication skills.
• Team management and development.
• Planning and organizing.
• Adaptability and resilience.

Experience

• A minimum of 5 years in guest-facing or hospitality roles.
• 1-2 years supervisory experience.
• Proven ability to deliver in high touch environments.
• Experience managing service contracts, SLAs and vendor relationships.
• Experience handling budgets, reconciling spend and ensuring compliance with safety and hygiene standards.
• Exposure to planning internal events.

Education

• Grade 12.
• Qualification in Hospitality/Operations/Business Administration or Facilities Management is advantageous.

Internal Liaison

• GPT all. 
• Receptionists, baristas, drivers, cleaners, security, and internal landscaping.

External Liaison

• All external stakeholders who contact the company. 

Level of Decision-Making

• Interpretive; service-focused problem-solving. Tactical decisions.

Level of Problem Solving

• Ability to resolve operational issues arising in the line of work.  Routine problem solving.