Client Liaison Supervisor – Operations - Cape Town, South Africa at Bowmans (Law Firm)

Purpose:

• Responsible for supervising and the effective coordination of activities between Client Liaison, Main Kitchen (Cape Town), Outsourced Catering Service Provider (Cape Town / Sandton) Business Development and Stock Controlling (Cape Town) in order to meet the requirements of both internal and external clients.
• Act with the best interest in mind of the firm by maintaining effective relationships with clients.

Experience and Qualifications:

• A minimum of 5 years’ experience in a similar role with at least 3 years at supervisory level in a professional services or hospitality environment
• Senior Certificate
• Diploma in Hospitality or related field essential
• Supervisory/Management qualification advantageous

Key Accountabilities:

Client Liaison, Reception and Switchboard

• Ensure the efficient daily operation of the Reception Desk, Client Liaison Desk by providing guidance to the team/s.
• Ensure that all client facing areas and meeting rooms are well maintained at all times.
• Effectively manage meeting rooms by making use of the meeting room management system.
• Ensure that all technical equipment within these areas are in good working conditions.
• Coordinate with IT to ensure that boardrooms are set up timeously and according to specific requirements.
• Assist with ad-hoc Boardroom bookings
• Operationally ensure that Client Liaison, Reception on and Switchboard is covered at all times
• Receive internal and external client feedback and resolve complaints by providing feedback

Communication

• Ensure that the Client Liaison, Reception and Switchboard teams communicate clearly and concisely using all channels of communication as appropriate
• Follow up with team members if client’s arrival had been announced; inform the client that we have conveyed the message.
• Assist the team/s in continuous follow up communication to ensure a final connection between internal and external clients is made.
• Professionally communicating relevant internal messages as required to team members
• Communicate with all stakeholders such as the catering service provider (Main Kitchen Cape Town) and Business Services to achieve ultimate service delivery.
• Manage incoming and outgoing deliveries and documents which has been delivered to the Client Liaison desk

Relationship Building

• Develop and maintain relationships with all levels of staff as a trusted resource.
• Maintain strong working relationships with and have open and transparent communication between all members of the team
• Develop and maintain relationships with vendors to ensure quality of service delivery

Management and Leadership

• Supervises own teams performance to ensure daily and monthly targets are achieved
• Gives regular, comprehensive and constructive feedback to their team and provides input into their performance appraisals
• Proactively seeks feedback from team members and deals constructively with any criticism
• Adjusts management style to get the best from the individuals within the team
• Delegates work to team members taking into account their capacity, level of skill and exposure to different types of work and complexity; provides clear instructions and direction, with reasonable deadlines
• Compiling and communicating weekly roster/s – this should be in line with operational requirements.
• Manage situations where staffing is required on short notice
• Source, present and get approval and purchasing of staff uniforms
• Conduct monthly team meetings, coordinate time off such as lunchbreaks and special requests
• Manage and approve staff leave in line with HR guidelines

Catering and Events (CPT)

• Support the Hospitality Manager and or Executive Chef regarding catering needs and menus for various firm functions
• Follow up with kitchen with regard to catering for meeting rooms and functions
• Work closely with the Hospitality Manager and Events team from start to finish to make sure all events run smoothly
• Work with Hospitality Manager and Stock Controller to ensure that enough stock is available for functions
• Serve as back-up to the stock controller to ensure that all stock requisitioned is recorded and costed to the various departments.
• Oversee the hospitality team regarding set up and striking of an event
• Ensure effective time management for setting up an event.
• Ensure that equipment is secured after an event
• Coordinate with IT and other support teams to ensure that, technical and other tools and equipment is appropriately set up and ready for functions
• Be visible and present at all functions

Stock Control System Transactions - Point Of Sale (POS) - CPT

• Ensuring that daily allocations for catering and events are done to the Intellipos (POS) System
• Source stock for the kitchen
• Back-Up to HM in sign off of purchase orders and invoices
• Ensure payment of invoices timeously
• Foster and maintain good relationships with suppliers
• Liaise with stock controllers about all stock issues System
• Work closely with the Finance Department with regard to month end reports and cost allocations.
• Load and Maintain access cards, credit to partners , managers and Lawyers for coffee shop purchases
• Open and close Time Out Café with the Intellipos (POS) System – Cashing up

Competencies:

• Achievement Orientation
• Client Focus
• Initiative
• Interactive Communication
• Organisational Awareness
• Teamwork
• Business Perspective
• Project Management
• Using Information Technology