Front of House Team Leader

People 

• To lead by example consistently demonstrating what great service looks like whilst inspiring our Ambassadors to strive to our 5-star standards. 

• Our people being at the forefront of everything we do, reviewing and streamlining a robust process that ensures an environment where continuous growth and development is encouraged for our Ambassadors, keeping them inspired and motivated.  

• Future proofing the team by identifying and developing high performers as part of an effective succession planning structure.  

• Responsible for communicating goals and deadlines to our Ambassadors. 

• Planning workload, rota, desk and telephone coverage, and delegating tasks. 

• Creating a productive and fun work environment for our Ambassadors using trust and appropriate strategies. 

• Assisting the Front of House Manager with hiring and training new joiners. 

• Leading the weekly Team Meetings and, in Front of House Manager’s absence, lead the Front of House updates during Workplace Experience meetings. 

Front of House services 

• Forward planning to ensure staffing and resources are adequate daily, mitigating risks such as weekly rota. 

• Working as a key part of a highly skilled Front of House team, supporting the business to ensure a smooth and efficient client journey from arrival, during their visit and through to their departure.  

• To manage multiple reception desks maintaining a pleasant and welcoming environment for all our visitors.  

• To represent Front of House and support our Events team with attendee registration coordination. 

• To be accountable for the presentation of Front of House facilities and services, where necessary consulting with the internal Workplace and IT teams to ensure our services are of a high standard and looking for improved ways of working. 

• Ensuring our Front of House procedures, policies and systems are implemented and reviewed to ensure our visitors are safe and secure whilst being within our premises.  

• Responsible for the daily Front of House operations, meeting room checks, reception appearance, and Ambassadors first impressions standards. 

• Act as escalation point to address and resolve any issues or concerns raised by clients, visitors, or employees courteously and professionally. 

Client Hospitality 

• Ensuring meeting rooms and facilities are presentable and in working order for our employees & clients. dentsu has extensive meeting rooms and Front of House capability, and the role is responsible for supporting the business in maximising the efficiency of these services.  

• Collaborating with our people and clients to support the Hospitality delivery functions, ensuring orders are placed in advance and proportionate to the numbers attending. 

• Supporting the Hospitality team and host by offering suitable alternatives for last‑minute orders that may not be fulfilled. 

• Managing client visits and meeting room bookings to minimise client conflict is an important part of this role and the success of our business. 

• Being the voice of our brands, connecting client calls to the correct individuals in a professional and efficient manner, assisting with any enquiries whilst adhering to company policies. 

Other responsibilities 

• Liaising with the Events team to ensure smooth coordination pre-event of small, medium, and large‑scale events, including attendees’ registration coordination, contractor oversight, and management of spaces. 

• Obtain relevant Health & Safety & Insurance certifications required to support brand activations and other events safely and effectively. 

• Providing on‑site support to Events team during internal and external small, medium, and large‑scale events to ensure a seamless visitor journey by acting as a Front of House support, monitoring the guest flow and attendee arrival experience. 

• Manage our switchboard service to the business ensuring internal SLAs in call answering are met and exceeded. 

• Responsible for the accuracy our meeting room booking system ensuring that the meeting room facilities, setup, and catering requests are fulfilled in a timely manner. 

• Assisting the Front of House Manager to manage all WX projects. 

• Providing concierge services where necessary to our clients, visitors, and our people with a focus on exceeding high expectations. 

• To act as an extension of the central Facilities team ensuring policies and procedures are followed to provide a safe and secure working environment for our people and our visitors. 

• To monitor the working environment and notify Facilities/IT of any issues that may arise in our Head Office and where necessary support them in resolution. 

• Continuously support the safe environment for employees and visitors to our buildings by having regard for all Health and Safety legislation, plus company policy and procedures. 

• Ensuring our Front of House procedures, policies and systems are implemented and reviewed to ensure our offices and services meet business objectives. This will include supporting agile working practices e.g. assisting with the implementation and management of the various locker systems. 

• Representing the business as a First Aider, Fire Marshal, and DSE Assessor (training can be provided). 

• Contribute to the overall performance of the wider Workplace team and its ongoing continuous improvement. 

This is a non-exhaustive list. 

Qualifications & Skills 

• A management background in front of house/reception, hospitality, or concierge services from a corporate, luxury hotel or high-end retail background. 

• Experience working in marketing, creative, media or technology sectors. 

• Experience in leading and inspiring a team with varying experience. 

• Solid administrative skills with a keen eye for detail. 

• Strong customer service & people skills. 

• Strong IT skills with a good understanding of Outlook, MS Office and Engage. 

• Experience working as part of a wider Facilities team. 

• Confident, trustworthy (discretion & confidentiality) and dependable. 

• Strong listening skills, effective communication, who can influence all levels of people across the business. 

• Self-driven, uses initiative, has a positive outlook and a clear focus on high quality service delivery. 

• Initiative-taking, takes responsibility, delegates, influences, consults and refers appropriately. 

• A natural forward planner who is highly organised and able to multitask. 

• Professionally presented and well mannered. 

• Client/customer centric with high attention to service needs. 

• Ability to innovate and consider improved ways of working. 

• Demonstrate curiosity and proactively explore opportunities to enhance our processes. 

• To work in a flexible manner in line with the needs of the business. 

• First Aider/Fire Marshal – Desirable. 

Inclusion & Diversity 

At Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities.

We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic. Beyond recruitment, we strive to create an environment where everyone feels respected, supported, and empowered to bring their authentic selves to work.

We recognize the importance of work-life balance and are open to discussing flexible working arrangements for all roles. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at accommodations@dentsu.com, quoting the reference number of the role that you are applying for. Your needs will be handled with respect and confidentiality to ensure an inclusive and accessible experience.

About dentsu 

Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society. 

Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.