Front of House Manager

• Creating exceptional guest experiences by maintaining service standards and resolving issues
• Leading, training, and scheduling the front-of-house team
• Handling staff administration including hiring, records, payroll, and performance management
• Managing daily operations such as reservations and service flow
• Ensuring compliance with safety regulations and company policies
• Coordinating between front and back-of-house teams for seamless service
• Monitoring and maintaining front-of-house standards

• To ensure that all visitors experience service excellence consistently, with the Guest Service Supervisors and Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey

• To ensure accurate information is available for guest services ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts

• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises

• Monitoring mobile reception technology to ensure functionality and guest services ambassadors are delivering service fluently and in harmony with Vgreet

• Ensure that the team take ownership of visitor and client spaces whilst reviewing work order management to ensure client spaces are managed efficiently

• Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution

• Ensure a commitment to service excellence recognising Guest Service Ambassadors and colleagues with service STARs

• Maintain a visible presence in guest areas, greeting and building rapport with patrons
• Address guest concerns promptly and effectively, implementing service recovery when needed
• Ensure all service standards are consistently upheld throughout each shift
• Monitor hospitality areas /reception area flow and guest satisfaction

• Recruit, interview, and hire qualified front-of-house personnel
• Train and develop team members on service protocols, product knowledge, and company policies
• Create and manage staff schedules, ensuring appropriate coverage for all shifts
• Conduct regular performance evaluations and provide constructive feedback
• Foster a positive work environment that promotes teamwork and professional growth

• Maintain accurate employee records including contact information, certifications, and documentation
• Process payroll information
• Manage time-off requests and ensure proper shift coverage
• Document and address performance issues following company protocols
• Coordinate onboarding processes for new team members
• Maintain updated personnel files and confidential employee information
• Organise and facilitate regular team meetings and training sessions

• Oversee opening and closing procedures for front-of-house areas
• Collaborate with service partners to ensure a seamless delivery of services
• Maintain reservation systems & protocols
• To conduct personnel duties including payroll, team rota, one to ones, team meetings, return to work meetings following JLL procedures, ensure correct reporting of all personnel activity
• To organise internal and external audits feeding back to the guest services team to drive service excellence
• To ensure H&S procedures are adhered to and the H&S induction is completed by all reception team members

• Maintain a professional, polite and considerate manner at all times.
• Taking ownership of workspace experience responsibilities to constantly develop service standards.

• At least 5 years of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
• At least 2 years of experience managing and leading a Front of House or similar team.
• Self-motivated individual committed to service excellence.
• Possesses an operational knowledge of all workplace services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods.
• Ability to demonstrate empathy, excellent customer service and practical skills.
• Skilled in guest/client service and confident in striving for excellence
• Operational knowledge of all reception services and standard operating procedures
• Must have excellent organisational skills and good attention to detail.
• Ability to use own initiative and takes ownership.
• Should have an excellent and positive “can do attitude” and a great team player and supporter.
• Able to work in a busy and pressurised environment providing a discreet and personalised service.

Jones Lang LaSalle