Front of House and Events Manager

**Employment Type**: Permanent Full Time
**Position Classification**: Health Manager Level 2
**Remuneration**: $106,142.00 - $125,241.00, plus Superannuation
**Location**: 1 Reserve Road, St Leonards, in a hybrid working environment
**Hours Per Week**: 38
**Requisition ID**: REQ523082
**Closing Date**: 14 October 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 and Events Manager 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**
The role of the Front of House and Events Manager is to manage the front of house teams that support the corporate sites occupied by NSW Health. The focus of this role is to deliver to the highest quality of customer service, whilst operating the space at maximum efficiency and productivity.

**Responsibilities of the Front of House and Events Manager will include, but are not limited to the following**:

- Responsible for leading, developing and managing a team of Reception, Switchboard and Concierge staff.
- Provide high standards of customer service with a positive, professional, courteous and helpful approach to ensure an effective professional response.
- Develop and maintain processes and procedures that deliver efficient Front of House customer service to help support informed decision-making.
- Timely resolution and problem solving of Reception/Events and customer/stakeholder issues to help respond to issues and inquiries.
- Monitor and maintain utilisation and reporting, include dashboards.
- Develop and maintain stakeholder relationships through effective communication and Manage vendor performance and contracts to maintain effective working relationships and open channels of communication.
- Ensuring that the appropriate tools and software systems are available to perform at a high level.
- 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 ensure that staff and visitors are able to easily interact with the Front of House team.

**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.

**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**
- Experience in managing Front of House and Event function in a large diverse service industry organisation.
- Experience in leading and managing others and developing the capability of staff, whilst always fostering a performance based and customer focused work culture.
- Ability to develop efficient work practices and implement change to achieve optimal business outcomes.
- Organisational skills and experience working in a high volume and demanding professional environment with a capacity to prioritise competing demands and achieve results with a customer focused approach.
- Proven engagement, collaboration and customer service skills with the capability to build and maintain positi