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.
• 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.