Front of House Manager

Unitemps; Greater London; Presencial; GBP 55 000 - 75 000; Tempo integral

Resumo da oferta

Warwick Business School in London (The Shard) seeks an experienced Front of House & Hospitality Manager to lead the daily operations of its London Base. You will manage a team of FOH and Events Assistants, delivering exceptional experiences to students, delegates, corporate clients, visitors and colleagues.

You will oversee bookings, coordinate hospitality, maintain high standards of service excellence, and drive operational delivery in a busy teaching, meeting and events environment.

Qualificações

• Proven experience managing Front of House, Events, Hospitality or Customer Services in fast-paced environments.
• Ability to lead, motivate and develop high-performing FOH teams to deliver outstanding service.
• Excellent customer service skills with a passion for creating exceptional experiences for clients and visitors.
• Strong leadership with the ability to coach and challenge team members to high standards.
• Hands-on management style; able to work alongside the team and support delivery.
• Experience overseeing operational event delivery, including room setups, catering and AV requirements.

Responsabilidades

• Lead, motivate and manage a team of Front of House and Events Assistants to deliver the highest level of customer service.
• Develop and implement processes to ensure Front of House services meet high standards.
• Oversee room bookings and advise on suitable accommodations for meetings and events, including access for visitors and vendors.
• Manage FOH team rota and contingency planning for adequate cover.
• Coordinate hospitality and catering for events and manage vendor relationships for services.
• Ensure public spaces are tidy, well-maintained and presentable at all times, with proactive liaison for repairs.

Conhecimentos

Front of House Management

Hospitality Leadership

Event Coordination

Staff Development

Customer Service Excellence

Operations Management

Health & Safety

Descrição da oferta de emprego

Warwick Business School is seeking an experienced and customer-focused Front of House & Hospitality Manager to lead the day-to-day operation of its London Base, located within The Shard, one of London's most iconic and prestigious business locations.

This is an exciting opportunity to lead a dedicated team of Front of House and Events Assistants, delivering an exceptional experience for students, delegates, corporate clients, visitors and colleagues. The successful candidate will oversee the smooth running of a busy teaching, meeting and event environment, ensuring the highest standards of hospitality, service delivery and operational excellence are consistently achieved.

Leading from the front, you will inspire and support a small team of Front of House professionals, helping to create a welcoming, professional and world-class environment that reflects the reputation of Warwick Business School.

Duties and responsibilities

Team Management

• Lead, motivate and manage a team of Front of House and Events Assistants to provide the highest level of customer service. Undertake skills enhancement and personal development through monitoring and mentoring, on an individual and team basis.
• Develop and implement appropriate processes and procedures to ensure Front of House services are of the highest standard.
• Establish standard operating procedures to ensure the highest level of customer service to building users. Ensure continuous improvement in systems and procedures by constantly assessing and creating new routines of work which result in the highest possible standards for all stakeholders.
• Oversee the administration of room bookings at the WBS London Base location for teaching and non-teaching-related bookings, and advise staff on suitable accommodation for meetings and events, often high-profile in nature. Responsible for facilitating building access for visitors and vendors in line with landlord requirements.
• Manage the Front of House team rota, including contingency planning to always ensure adequate cover.

Events Management

• Provide hospitality coordination, taking a lead role in facilitating visitor hospitality and catering arrangements.
• Maintain an overview of bookings in The Shard, ensuring appropriate staffing cover is in place to meet fire regulations re adhered to and to ensure an excellent customer service to Shard users.
• Source and negotiate with vendors and suppliers to ensure appropriate catering, and other services, provision for events.

Facilities Services

• Ensure all public spaces in the WBS London Base areas are tidy and maintained to a high standard and are presentable at all times. Ensure all reports for maintenance are proactively referred to the appropriate team and addressed in a timely manner, liaising with the Buildings & Facilities Manager as appropriate.
• Ensure all enquiries to WBS' London base (via email resource account or telephone) receive an appropriate response, liaising as necessary to other teams within WBS as appropriate.
• Maintain and ensure a consistent quality of service is delivered to customers by the FOH team. Administer a professional front-of-house, dealing with visitors in person ranging from executives to current and prospective students. Maintain a professional appearance in keeping with a front-of-house role for a leading business school in a distinctive and cutting-edge location.
• Ensure health and safety requirements are disseminated to, and managed by, the Front of House Team.

Ad hoc

• Other projects and duties, aligned with the role, as directed by the Operations Director.

Skills and experience

• Proven experience managing a Front of House, Events, Hospitality or Customer Services function within a fast-paced environment.
• Demonstrable experience leading, motivating and developing high-performing Front of House teams to deliver outstanding customer service.
• Excellent customer service skills, with a passion for creating exceptional experiences for clients, visitors, delegates and other stakeholders.
• Strong leadership skills, with the ability to support, coach and appropriately challenge team members to achieve high standards of performance.
• A hands-on management style, with the willingness and ability to work alongside the team and step in to support operational delivery when required.
• Experience leading operational event delivery, including overseeing room setups, furniture layouts, catering arrangements and audio-visual requirements.
• Willingness and ability to actively participate in room and event setup activities alongside the team, ensuring spaces are presented to the highest standards and ready for use.
• Excellent interpersonal and communication skills, with the confidence to build effective working relationships at all levels.
• Strong organisational and planning skills, with meticulous attention to detail.
• Ability to manage multiple priorities simultaneously, work under pressure and meet competing deadlines.
• Ability to work independently, exercise sound judgement and make decisions in a fast-paced operational environment.
• Proactive and solutions-focused, with the ability to identify issues, anticipate challenges and implement effective solutions.
• Experience working both independently and collaboratively as part of a wider team.
• Good IT skills, including proficiency in Microsoft Office applications and experience using booking, event management or CRM systems.
• Basic knowledge and experience of audio-visual technology and meeting room/event support.
• Ability to act as an ambassador for the department and organisation, maintaining the highest standards of professionalism, presentation and service delivery.
• Experience managing shift-based teams, including rota planning, absence management and resource allocation.
• Previous experience within a conference centre, events venue, hotel, hospitality setting or corporate Front of House environment.
• Experience managing high-profile meetings, conferences, teaching events or VIP visits.
• Experience driving service excellence initiatives and continuously improving the customer experience.
• Knowledge of event operations, venue management and hospitality service delivery.
• Experience using event management, room booking or hospitality systems.

Location

• WBS - London (The Shard)

Additional information

• Start and end date: ASAP until 31 October 27
• Deadline to apply: Wednesday 14th October 26