JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Front of House Team Leader

Based – Kings Cross, London N1 (On client site Rolls-Royce)

Hours – 40hrs Monday to Friday (with flexibility as required)

Reporting Line: 
Direct Reports: Front of House and Cleaning Team members

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. 

What this job involves:

The Front of House Team Leader is a pivotal leadership position responsible for managing high-performing front-of-house and cleaning teams in a prestigious corporate environment. You will ensure exceptional customer experiences, maintain the highest facility standards, and deliver measurable outcomes against agreed KPIs and SLAs.

What your day-to-day will look like:

Leadership & People Management

Lead and inspire front-of-house and cleaning teams to consistently deliver 5-star customer service through effective coaching and daily managementConduct regular one-to-one meetings focusing on performance, development, wellbeing, and career progressionComplete comprehensive performance reviews aligned with JLL's performance management frameworkSet clear, measurable objectives linking individual performance to business strategy and operational KPIsCreate actionable development plans with specific goals and timelinesAddress performance issues promptly and fairly in accordance with company policiesDevelop team schedules ensuring adequate coverage while balancing operational requirements with employee preferencesProcess annual leave requests maintaining service continuity and SLA complianceMonitor attendance patterns, conduct return-to-work interviews, and address concerns proactivelyEnsure compliance with working time regulations and employment legislationFoster an inclusive team culture where diversity is valued and everyone feels they belongChampion JLL values in all decisions and daily operations

Customer Experience Excellence

Drive exceptional customer service standards for all internal and external visitorsBuild and maintain strong professional relationships with clients and stakeholdersAnticipate client and visitor needs proactively before they are expressedRespond to complaints within agreed SLA timeframes ensuring swift resolutionOversee all reception operations including professional meet-and-greet servicesManage the Visits Diary ensuring appropriate arrangements for all scheduled visitsProvide VIP concierge services creating memorable experiences for important guestsCoordinate visitor parking, security access, and building navigation seamlesslyCover reception duties during holidays, and staff absencesConduct building orientation sessions for new guests explaining facilities and proceduresMaintain comprehensive knowledge of building services, local amenities, and transportation options

Meetings & Events Management

Oversee and coordinate all meeting room bookings, set-up, and logisticsEnsure rooms are prepared to defined standards including furniture configurationsConduct quality checks before meetings ensuring perfect preparationProvide audio-visual and IT support for meetings, conferences, and eventsConduct proactive technology checks before important meetings to prevent failuresCollaborate with catering and hospitality providers for seamless event deliveryCoordinate event logistics from setup through breakdown according to specifications

Cleaning & Facilities Standards

Ensure cleaning schedules are strictly adhered to and all areas meet defined standardsConduct regular quality auditsMonitor cleaning supplies inventory and coordinate timely replenishmentEnsure compliance with health, safety, and hygiene regulations at all timesAddress quality issues immediately through coaching or corrective actionMaintain pristine presentation of front-of-house areas, washrooms, and common spacesCoordinate deep cleaning activities and special projectsRespond to urgent cleaning requirements within 30-minute SLA

Commercial Awareness & Performance Management

Monitor and report on all contractual KPIs and SLAs ensuring consistent achievement of performance targetsMonitor complaint resolution ratesTrack staff absence ratesManage operational budgets ensuring expenditure remains within agreed parametersIdentify cost-saving opportunities without compromising service qualityOptimise resource allocation to maximize efficiency and demonstrate value to clientPrepare business cases for service improvements with clear ROI analysisTrack overtime and agency costsDemonstrate commercial understanding of contract value and profitability driversPrepare comprehensive monthly performance reports with KPI dashboards for management reviewAnalyse service data identifying trends, risks, and improvement opportunitiesPresent performance updates at client meetings demonstrating commercial understandingImplement corrective actions when KPIs fall below target with documented recovery plans

Health, Safety & Compliance

Champion health and safety within teams and across all operationsEnsure all team members receive appropriate safety training and understand proceduresConduct risk assessments for team activities and implement effective control measuresMonitor compliance with PPE requirements and safe working practicesReport incidents, near-misses, and hazards promptly through appropriate channelsEnsure compliance with all relevant legislation including employment lawMaintain accurate records and documentation as required by regulations

Continuous Improvement

Analyse complaints, feedback, and service data to identify improvement opportunitiesImplement corrective actions and track effectiveness through measurable outcomesShare lessons learned and best practices with teams and stakeholdersStay informed about industry best practices and emerging trendsTrial innovative approaches to enhance service delivery and customer experience

Experience required

Experience & Skills

Proven experience leading front-of-house or customer service teams in corporate environmentsDemonstrated ability to manage performance against KPIs and SLAs consistentlyStrong commercial awareness with understanding of budget management and cost controlExcellent people management skills including coaching and performance managementExperience managing cleaning/FoH operations and maintaining high quality standardsStrong communication and interpersonal skills with ability to engage at all levelsExcellent organizational and analytical capabilitiesProblem-solving mindset with ability to remain calm under pressureProficiency with MS Office, reporting tools, and booking systems

Personal Attributes

Professional appearance representing JLL and client brand excellentlyMeticulous attention to detail with commitment to excellenceSelf-motivated with strong commercial acumenFlexible and adaptable to changing prioritiesResults-oriented with focus on measurable outcomesStrong work ethic, integrity, and reliability

What you can expect from us

At JLL UK, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritise opportunities to strengthen and advance your career within the UK and potentially across our global network. Join us in taking the more inspiring and optimistic path on our journey toward success in the dynamic UK facilities management landscape.

#LI-DW2

Location:

On-site –London, GBR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.