Front of House Manager
13 days ago
London
Role Purpose The FOH Manager will lead and elevate the Front of House experience across a high‑profile mixed‑use estate comprising premium residential and commercial buildings. This role requires a leader with a 5‑star hotel or luxury hospitality background, capable of transforming service standards, unifying teams, and delivering an exceptional guest and resident experience in a high‑profile environment. The FOH Manager will oversee a diverse team across residential and commercial settings, ensuring a seamless, one‑team approach and consistent service excellence across all touchpoints. Key Responsibilities Leadership & Team Management • Lead, motivate, and develop FOH teams across residential and commercial buildings., • Implement a one‑team culture, removing the existing divide between residential and commercial teams., • Cross‑train staff and deploy team members dynamically based on operational needs., • Address performance issues, uplift standards, and instil a luxury service mindset., • Elevate service levels to 5‑star standards across all FOH operations., • Ensure a polished, professional, and welcoming environment in all lobbies and reception areas., • Oversee the guest, resident, and visitor journey, ensuring consistency and exceptional service delivery., • Manage FOH operations across three buildings, ensuring smooth coordination and communication., • Review staffing levels and redistribute resources to avoid inefficiencies (e.g., overstaffing in one area while another experiences queues)., • Maintain high standards of appearance, behaviour, and professionalism across the team., • Build strong relationships with high‑profile residents, commercial tenants (including fashion and media clients), and on‑site partners., • Represent the FOH function confidently in a premium, high‑visibility environment., • Commercial: 3 full‑time + 1 part‑time, • Residential:, • 2 Duty Managers (4 on / 4 off), • 2 Night Receptionists, • 2 Day Receptionists, • 1 Parcel Porter Candidate Profile Essential Experience • Strong background in 5‑star hotels or luxury hospitality., • Experience managing FOH teams in high‑profile, premium environments., • Confident working with VIPs, high‑net‑worth individuals, and media‑profile residents., • Ability to uplift underperforming teams and implement new service standards. Desirable Experience • Exposure to both residential and commercial FOH environments., • Experience in mixed‑use estates or luxury residential developments., • Previous involvement in events or community‑focused activations. Personal Attributes • Visionary, proactive, and energised by the opportunity to transform a service culture., • Confident, polished, and comfortable in high‑profile settings., • Strong leadership presence with the ability to inspire and unify teams., • Highly organised, adaptable, and able to identify and act on operational opportunities., • Balanced approach to work/life demands, with willingness to engage with night teams or occasional weekends when needed. Why This Role Matters This is a rare opportunity for a hospitality professional to make a significant impact by reshaping the FOH experience across a prestigious, high‑profile estate. The successful candidate will have the autonomy to build a unified, high‑performing team and deliver a service culture that reflects the standards of a luxury hotel environment.