Job Description

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.