Front of House Team Leader

2 weeks ago

Cape Town, South Africa Zest Hospitality Full time

**Role Profile: Team Leader**

**Minimum Experience**:

- Minimum of 2 years’ proven team management experience
- 4 years’ frontline customer service experience, 2 of which as a Team Leader or Supervisor
- Computer literate on MS Office packages, including Outlook, Word and Excel
- Experience in managing a highly pressured Sites
- Experience in dealing with irate clients

**Minimum Qualification/Requiremetns**
- Matric
- Post Matric Qualification in Hospitality, Customer Management will be advantageous

**Outputs**

**Customer**
- Develop, enhance and sustain strong working relationships with the Clients, direct reports and other Outsourced Business Partners
- Ability to manage multiple sites
- De-escalate irate customers and ensure they are attended to by the relevant consultant timeously
- Understand client requirements and ensure daily communication is maintained with the client in terms of operational service delivery requirements

**Operational excellence**
- To ensure all Front of House(FOH) team members are providing world class client services
- Setting and maintaining of service standards and continually improving processes
- Overall management of Team Rosters
- Adhere to and ensure team adhere to the processes, procedures and standards set out in the SOP manual and another procedures and policies which are implemented
- Assisting with disciplinary, grievance and counselling procedures
- Assisting Management with the daily operations and contract management
- To ensure that all client requests and enquiries are fulfilled in the designated timeframe and exceed client expectations by ensuring that a first class service is delivered at all times
- To ensure that all visitors/callers to the client site and internal clients experience excellent service upon visiting the site and when accessing the FOH team’s services
- To ensure all front of house operations at sites are managed effectively and efficiently
- To be proactive in all Visitor Management, Switchboard and Room Bookings duties
- To raise the profile of the FOH team in the business, leading by example
- To be proactive in client/supplier relationships
- To ensure that all client site documents are completed accurately and on a daily basis
- Delivery of service levels as per SLA
- To monitor productivity of all staff members
- Familiarise self-front of house tasks, so that you can undertake duties of any team member as required.
- Address all instances of non-compliance to processes and procedures are proactively and appropriately
- Produce accurate reports timeously

**Competencies**

**BEHAVIOURAL Competencies**
- Customer Centric
- Highly self-motivated and team oriented
- Good Problem solving and analytical abilities
- Excellent Communication (Written and Oral) Skills
- Innovative
- Approachable and presentable
- Excellent Conflict handling skills
- Ability to work under pressure

**TECHNICAL Competencies**
- Ms Office knowledge (Outlook, Word, Excel)
- Ability to create reports
- Ability to adapt and learn new systems

**Job Type**: Contract

Pay: R10 000,00 - R15 000,00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- People Management: 2 years (required)
- Front of house: 4 years (preferred)

Expected Start Date: 2024/07/01

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