Front of House Team Lead

1 week ago

Sydney, Australia Health System Support Group Full time

**Employment Type**: Permanent Full Time
**Position Classification**: Health Manager Level 1
**Remuneration**: $81,581.00 - $108,532.00, plus Superannuation
**Location**: 1 Reserve Road, St Leonards, in a hybrid working environment
**Hours Per Week**: 38
**Requisition ID**: REQ466968
**Closing Date**: 18 February 2024 (11:59PM)

**This position is open to internal NSW Health permanent employees, or temporary employees who have been employed as part of a merit based selection process for more than 3 months.**

**About the role and you**:
We’re looking for a hands-on Front of House Team Lead to join our Corporate Services team.

You will lead a small team with a passion of curating exceptional experiences for employees, visitors and guests. You will be responsible for the administrative functions associated with the day to day operations and ensuring the Front of House premium standards are maintained. You will be a true customer service professional who is passionate about creating a positive and safe workplace experience. You will be able to demonstrate a proven track record for going above and beyond for customers, with a focus on continuous improvement and commitment to service delivery.

If you go above and beyond in everything you do; are self-motivated and flexible; and have the ability to adapt and respond to change, then read on.

**What you'll be doing**
We are after a hands-on Team Lead to manage the day to day-to-day operations of our Front of House team at the NSW Health Corporate office. Reporting to the Corporate Front of House Manager, you will have an energetic hand

As the face of 1 Reserve Road and the NSW Health organisations that occupy the premises, the focus of this role is to deliver to the highest quality of service standards, while operating the Concierge
- managed space at maximum efficiency and productivity.

**Responsibilities of the Team Lead will include, but are not limited to the following**:

- Manage and lead a team of staff to support the front of house functions and to ensure managerial requirements are completed such as rosters, leave requests and to ensure adequate coverage for the business.
- Onboarding and supporting staff by ensuring training systems are in place to maintain a high level of capability.
- Manage and update standard operating procedures (SOP’s) including key operating tasks including opening and closing, booking processes, visitor management, switchboard, customer service standards and back of house.
- Continuously look at ways to improve and optimise front of house services.
- Manage purchasing and invoicing associated with the Front of House function including catering vendors to ensure accuracy of charges and to ensure that payments are made and recouped in a timely manner.
- End to end event management from client engagement to planning, budgeting, scheduling works, and liaising with stakeholders and contractors.
- Support, collaborate and work together with the wider CSBI team and other stakeholders such as the eHealth unified communications and AV teams, building management, security, and cleaning to complete required priorities within a reasonable timeframe.

**Your qualities and skills will include**:

- Proven experience leading, managing and mentoring a diverse team.
- Extensive hospitality and/or customer service industry experience in conference or event operations, client services or Corporate Concierge.
- Excellent communication and interpersonal skills.
- Strong attention to detail, with the ability to manage competing priorities.
- Superior customer service will be at the heart of everything you do.
- Ability to adapt your service style to suit a diverse range of stakeholders, including staff, senior leaders and visitors.
- Experience using a room scheduling or event systems is highly regarded.

**Working hours**
Concierge hours are Monday to Friday from 7:30am to 5:30pm.

The successful applicant will be required to work on a rotating roster, from 7:30am to 4:00pm or 9:00am to 5:30pm, Monday to Friday.

For special events or other business requirements, there may also be occasional early starts from 6:30am, and finishing times up to 8:00pm.

You may be asked to undertake further assessments as part of the recruitment process for this position, which may include, but is not limited to, psychometric assessment (e.g. personality and cognitive abilities assessments) and/or particular work tasks.

**How to apply**
- Responses by addressing the selection criteria below.
- An up-to-date resume of no more than five (5) pages which clearly details your skills and experience as relevant to this role.
- 2x referees will need to be supplied prior to an offer being made.

**Selection Criteria**
- Tertiary qualifications or equivalent in hospitality or event management with people management and supervisory experience in a customer service environment.
- Demonstrated experience working in a corporate food and beverage environment.
- Effective int

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