Front of House & Guest Experience Leader

cobaltrecruitment; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Cobalt Consulting (UK) Ltd is seeking a Customer Experience Manager to lead the Front of House team and shape an outstanding end-to-end customer journey across our buildings. You will embed a five-star hospitality ethos, deliver a warm welcome and memorable farewell, train staff, analyse feedback, and implement continuous service improvements.

This hands-on leadership role requires strong communication, collaboration with the Building/Facilities team, and a commitment to creating a vibrant

Qualifications

• Experience leading customer-facing teams in hospitality or similar sectors.
• Strong focus on delivering an exceptional customer journey.
• Ability to analyse feedback and drive service improvements.

Responsibilities

• Lead the Front of House team to deliver a five-star hospitality experience across buildings.
• Directly manage attendance, onboarding, and return-to-work processes for FOH staff.
• Develop and implement customer experience strategies and community initiatives.
• Map customer journeys and identify opportunities to enhance service quality.
• Conduct regular training to enhance hospitality and customer interaction skills.

Skills

Front of House leadership

Hospitality excellence

Team training

Communication skills

Organizational skills

Feedback analysis

Job description

Cobalt Consulting (UK) Ltd is seeking a Customer Experience Manager to lead the Front of House team and shape an outstanding end-to-end customer journey across our buildings. You will embed a five-star hospitality ethos, deliver a warm welcome and memorable farewell, train staff, analyse feedback, and implement continuous service improvements.

This hands-on leadership role requires strong communication, collaboration with the Building/Facilities team, and a commitment to creating a vibrant