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- on approach with an eye for detail and ability to think on your feet. The ideal candidate will be a strong and passionate leader, not afraid to roll up their sleeves and working alongside their team to provide a professional workplace.
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:
1. 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.
2. Onboarding and supporting staff by ensuring training systems are in place to maintain a high level of capability.
3. 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.
4. Continuously look at ways to improve and optimise front of house services.
5. 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.
6. End to end event management from client engagement to planning, budgeting, scheduling works, and liaising with stakeholders and contractors.
7. 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:
8. Proven experience leading, managing and mentoring a diverse team.
9. Extensive hospitality and/or customer service industry experience in conference or event operations, client services or Corporate Concierge.
10. Excellent communication and interpersonal skills.
11. Strong attention to detail, with the ability to manage competing priorities.
12. Superior customer service will be at the heart of everything you do.
13. Ability to adapt your service style to suit a diverse range of stakeholders, including staff, senior leaders and visitors.
14. 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.
Candidate Assessment
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 ( personality and cognitive abilities assessments) and/or particular work tasks.
15. Responses by addressing the selection criteria below.
16. An up-to-date resume of no more than five (5) pages which clearly details your skills and experience as relevant to this role.
17. 2x referees will need to be supplied prior to an offer being made.