Front Office Experience Lead

2 weeks ago

Sandton, Gauteng, South Africa Growthpoint properties Full time R900 000 - R1 200 000 per year

Job Title

Front Office Experience Lead

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

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.

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