Building a Brand Starts with a Story

Learn more at www.firstagency.com

What You Would Get To Do

The Team Lead, Guest Services will assume a key role within the organization by leading and motivating colleagues in a way that enhances working relationships and encapsulates FIRST values and our client’s brand. The individual will ensure the guest services team delivers exceptional service to our clients through best-in-class customer service and positivity, and delivers world-class events that exceed client expectations. Along with other FIRST team members, the Guest Services Team Lead will represent the FIRST Solutions brand on-site within a well-known tech company. This position is ideal for a corporate event planning professional with prior experience managing and motivating team members.

Your Contributions

• Manage the team, including receptionists and hospitality ambassadors
• Manage team scheduling day-to-day and as needed for large-scale events and full-venue buyouts.
• Handles guest-related escalations
• Develop, mentor, and provide feedback to team members on an ongoing basis
• Oversee the workload of the team, ensuring day-to-day understanding of capacity/pressure points, and assisting/offering guidance on event registration and guest services
• Manage vacation schedules, ensuring appropriate team coverage, and review all expense reports
• Oversee the onboarding/offboarding process and training for all employees
• Ensure team adheres to standard operating procedures and compliance processes
• Manage and promote communications to all team members to ensure maximum efficiency
• Partner with FIRST People & Culture on all company initiatives, recruiting, and employee relations matters
• Ensure the team maintains positive relationships with clients and anticipate and address potential risks
• Ensure the team is providing value to clients and seeking value-adds where possible
• Partner with the client on various strategic initiatives and projects
• Encourage and motivate the team to be knowledgeable of best practices and services, and to be proactive with ideas and creative solutions
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency.
• Demonstrate confidence, professionalism, responsiveness and exceptional customer service skills.

What We Are Looking For

• 5-7 years of experience in a similar role
• Strong people management skills with the ability to lead by example
• Excellent written and oral communication skills at all levels
• Decision maker and problem solver with a collaborative/team-player attitude
• Positive and caring approach to team management
• Experience working cross-functionally with all levels of stakeholders in a fast-paced environment
• Creative problem solver, resourceful, team player
• Adaptability to situations and ever-changing demands
• Highly organized with the ability to handle multiple tasks to meet strict deadlines
• Excellent time management and multi-tasking skills
• Ambitious and proactive with a calm and flexible approach to handling pressure
• Experience working on large and complex databases
• Assume responsibility for own environment, ensuring adherence to health and safety policies while having clean smart surroundings
• Work intelligently and ensure management is aware of problems or issues which negatively affect productivity
• Build excellent relationship with team through positive communications
• Ensure knowledge is shared within the team to enable them to work smarter and more efficiently
• Work on ad hoc requests from clients as required
• This role may require some travel too

At FIRST, we believe that the passion, creativity, and commitment of our teams drive our success. That's why we offer a range of benefits and perks to support your personal and professional growth

• Private Medical Insurance with BUPA from day one
• 28 Days Annual Leave PLUS Bank Holidays
• Personal Volunteer Day
• 20 Days of Sick Pay each Year
• Enhanced Parental Leave (Maternity & Paternity)
• Wellness Stipend
• Complimentary access to Headspace, Rocket Lawyer & Maven
• Life Insurance
• Employee Assistance Program (EAP)
• Cycle to Work Scheme
• Season Ticket Loan
• Mobile Phone Allowance
• Pension Scheme Enhancements
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

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