Front of House Lead

Front of House Lead

Location: London

Salary: -58,000 - -70,000
Contract Type: Permanent
Working Pattern: Full Time

Our client is seeking a dynamic and passionate Front of House Manager to elevate their guest experience and lead a talented team. This role is perfect for an individual who thrives in a fast-paced environment and has a proven track record in people leadership and customer service excellence.

What This Job Involves:

As the Front of House Manager, you will be the heartbeat of the organisation''s guest services. Your responsibilities will include:

• Operational Management:

- Ensure seamless coverage of all reception and guest-facing duties across the Front of House operation, including main building reception and the Guest Services Hub.
- Strategically manage team rotas to align with VIP events and critical business activities.
- Maintain impeccable standards in meeting rooms and guest areas, ensuring readiness at all times.
- Oversee the effective use of visitor-facing technology to guarantee smooth service delivery.

• Customer Focus & Service Excellence:

- Provide every visitor with a warm, courteous, and prompt welcome throughout their journey.
- Proactively address enquiries, requests, or complaints in a professional manner, ensuring swift resolutions.
- Gather and act on customer feedback to continuously improve service quality.
- Equip FOH colleagues with accurate local area knowledge to enhance guest interaction and satisfaction.

Standards, Controls & Continuous Improvement:

- Set and uphold Front of House standards for service delivery, appearance, and workplace presentation.
- Conduct excellence audits to maintain cleanliness and organisation in reception and guest areas.
- Support operational discipline and adherence to standard operating procedures.

Systems, Reporting & Administration:

- Provide administrative support with proficiency in visitor management and booking systems.
- Communicate updates effectively to the management team, ensuring accuracy and attention to detail.
- Address potential issues promptly to maintain a smooth operation.

Stakeholder Management & Collaboration:

- Build strong relationships with guests, colleagues, and service partners to ensure a seamless experience.
- Collaborate with workplace teams to support wider goals and deliver market-leading service.

Skills Required:

• Proven people leadership abilities, including coaching and performance management.
• Outstanding customer service mindset with a knack for anticipating needs.
• Excellent communication skills, both written and verbal.
• Strong organisational skills and attention to detail, with the ability to perform under pressure.
• Professionalism, discretion, and sound judgement, especially when dealing with VIPs.
• Familiarity with workplace systems and MS Office, with the capability to multi-task effectively.
• Flexibility and adaptability to meet changing business demands.

Experience Required:

• Experience in a Front of House role within a corporate setting, 5-star hotel, members'' club, or flagship airline.
• Demonstrable experience in leading a reception or guest services team to achieve high service standards.
• Familiarity with reception SOPs, meeting reservation processes, and visitor management systems (experience with Asure and Corrigo is a plus).

This is a fantastic opportunity for an individual who is not only passionate about hospitality but also dedicated to leading a team to deliver exceptional service. If you are ready to take your career to the next level and make a significant impact, this role could be the perfect fit.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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