Back to search
Purpose of the Role
The role of the Portfolio Operations Manager is to provide leadership and direction to all of their site based direct reports within Front of House+. The Portfolio Operations Manager is also responsible for creating and maintaining a positive culture and drive service excellence.
The Portfolio Operations Manager is responsible for providing leadership to Front of House teams and ensuring all areas of the department run effectively, to a high standard. The Portfolio Operations Manager is expected to visit their teams at location on a monthly basis, taking into consideration there may be times of increased regularity due to new hires and/or issues which require immediate attention. Portfolio Operations Managers are responsible for attending both Monthly/Quarterly service review meetings with site management teams which will be arranged during one of their scheduled team visits.
The Portfolio Operations Manager is responsible for the day to day operations of the Front of House+ service delivery and will provide line management support to their teams, within their roles. The Portfolio Operations Manager will ensure all teams adhere to the Savills front of house + policies and procedures, keep all Front of House+ Manuals and SOP’s up to date, they will ensure that all site documentation is regularly reviewed and revised.
This role is highly visible and so you are always an ambassador, Portfolio Operations Managers are to lead by example and present themselves in a professional manner at all times. Whilst this role is based in London you may be required to travel to regional departments and/or to assist with prospective business opportunities whereby travel may be required.
There will be some travel outside of the M25.
Key Responsibilities
It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.
Management
- Proactively manage your direct reports to develop all aspects of Front of House+ within their buildings.
- Portray yourself in a professional manner at all times and lead from the front. To maintain the visual aspect of the Front of House+ service by managing standards such as Uniform and general presentation, it is your responsibility to ensure all teams are presentable and professional in appearance.
- To stay close to the business at all times making recommendations on improvements and innovations, to always think forward and regularly review technology and service standards.
- To mobilise new contracts as required, you may be required to support TUPE transfers with HR as well as mobilise new and TUPE Staff.
- Manage the onboarding process, creating welcome packs and onboarding information for new employees.
- Issue all standard operating procedures to new employees, ensuring all new joiner guidance documents are signed and returned.
- Manage the training pathway for all Front of House+ employees, with clear bespoke development and feedback opportunities given to those who demonstrate themselves as Front of House+ Ambassadors.
- Identify and escalate any risks arising from direct reports.
Customer Journey
- Where there is a site based Reception Manager, ensure that this individual is confident to chair and take minutes on Monthly & Quarterly meetings. Where there is no site based Reception Manager you will be expected to chair and take minutes where necessary.
- Ensure your direct reports deliver to the client/occupier/building management’s needs, requirements and expectations within the Front of House service delivery.
- Actively encourage ideas and innovations for service improvements, and encouraging your direct reports to do the same and report these within the service review meeting.
- Ensure direct reports are operating at the correct level against any KPIs set.
- Promote a welcoming and engaging environment to our clients/occupier/residents & clients, and site team on the delivery of on events and pop ups in the Front of House area.
- Encourage a sustainable way of working, bringing forward innovative ways of working with sustainability being a key focus of how we deliver our welcome and services.
- To support Senior management in tenders/presentation when required.
Front of House Operations
- Responsible for issuing all Front of House+ Procedures and Policies, ensuring these are signed by all direct reports, you will be required to ensure you and your direct reports are compliant with these at all times.
- Responsible for ensuring your direct reports are reviewing their H&S standards regularly and are compliant with all standards.
- Ensure all on site operational manuals are up to date and include the H&S information referred to in the point above.
- Write job descriptions and personal specifications to company standards.
- Responsible for direct absence management, both operationally and ensuring all absence is correctly registered within the Cascade system to ensure correct data for payroll.
- Ensure all receptions/concierge desks are covered with appropriate resource, if this is covered by agency to ensure the standards are that of the same as Savills in house Front of House Cover Team.
- To manage and take accountability for your own teams P&L, reporting to your line manager on a monthly basis profit/loss and being able to communicate on any overspend and/or vulnerabilities within the their financial reporting provided by the central finance team.
Personal Productivity & Communication
