Front of House Team Lead

Opportunity

We are seeking a highly motivated and detail-oriented Front of House Team Lead to oversee the daily operations of our reception area. This role involves managing the front desk, ensuring smooth operations, training new team members, managing schedules, and troubleshooting any issues that arise. The ideal candidate will act as the main point of contact with other departments or suppliers as required, ensuring that all internal processes run smoothly.

Our work in Front of House

The Front of House team is responsible for providing a seamless and professional experience for all guests and clients. This includes managing bookings, coordinating room usage, and delivering exceptional hospitality services. As the Front of House Team Lead, you will play a crucial role in maintaining high standards and ensuring the satisfaction of our clients and guests.

Key Responsibilities

• Overall management of the front desk, including training, scheduling, and performance management.
• Ensuring smooth operations of the reception area and troubleshooting any issues that arise.
• Managing bookings: answering calls in a timely manner, booking appointments based on specified requirements, managing and coordinating the use of the 15 rooms to maximise resource utilisation.
• Inspecting rooms and creating work orders for the cleaners and facilities department, following progress to completion to ensure rooms are ready for guests.
• Acting as an ambassador for the company and as a point of contact between the guests and the desk.
• Providing refreshments (making teas and coffees) and serving guests.
• Clearing rooms, restocking minibars, washing cups and glasses, polishing glasses.
• Ordering food and drink from suppliers (reconciling deliveries with orders).
• Morning set up of rooms (restocking mini-bar, fruit bowls, cups and saucers, etc).
• Keeping track of Action Points and ensuring everything is completed in a timely manner.

Knowledge, Skills, and Competencies

• 1 – 2 years previous experience in managing a FOH team.
• Excellent communication skills and the ability to be a clear and effective communicator.
• Keen eye for detail: excellent written and verbal English, observant, and able to spot any issues in the client meeting rooms or floors.
• Strong organisational skills and the ability to manage several tasks at once.
• Demonstrates a high level of professionalism and excellent presentation skills in interactions with clients and colleagues.
• Strong relationship management skills, including handling interpersonal issues, complaints, scheduling conflicts, etc., with diplomacy and professionalism.
• Problem-solving skills: the ability to resolve challenges quickly and efficiently.
• Leadership skills: motivation, guidance, and team-building skills to support and lead others.
• Familiar with reception/housekeeping practices and standards (hospitality and FOH experience).
• Proficiency in using Microsoft Office Suite (Word, Excel, Outlook) and familiarity with booking systems.
• Flexible to company needs.
• A-level educated or equivalent.
• Experience gained in a hotel, working in a 4-star+ hotel, spa, or equivalent.

Our Benefits

In addition to life assurance, group income protection, and employer pension contribution, we offer:

• Annual discretionary bonus based on company and individual performance.
• 25 days’ annual leave entitlement (excluding bank holidays) plus an additional day of leave for your birthday.
• Private Medical Insurance for yourself and your dependants, including access to a digital GP service.
• Family Leave policies - Maternity, Paternity, Shared Parental & Adoption.
• Employee Assistance Programme.
• Headspace for Work membership.
• Financial wellbeing benefit schemes – Season Ticket Loan, Tenancy Deposit Loan and Cycle to Work.
• Eye Care – annual eye examination and contribution towards glasses.
• Annual Flu Vaccinations.
• Corporate Gym Memberships at discounted rates for local gyms.
• External Partnerships – offers and priority booking through the National Theatre.
• Complimentary artisan coffee, tea and snacks, served by our own barista in our café.
• Daily breakfast and lunch served twice a week in our café.
• Lunch & Learn training sessions.
• Regular social, cultural and charitable activities.