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.
* Provide visible leadership across all sites, including occasional engagement with night teams (8pm–8am).
Service Excellence
* 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.
* Support the delivery of events in the forecourt and commercial lobby areas in partnership with the community manager.
Operational Oversight
* 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.
* Work closely with the regional account manager during the transition period.
Stakeholder & Resident Engagement
* 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.
* Collaborate with the site leadership team to support community initiatives and events.
Team Structure
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
Salary description
£45000.00 - £50000.00 per year