Front of House Manager

Greystar (International); Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Pension

Healthcare

Holiday allowance

Job summary

Greystar is seeking a Front of House Manager to lead the front of house team, drive leasing and occupancy targets, and deliver exceptional customer service to residents. You will collaborate with management to shape local leasing strategies, monitor performance data, and ensure compliance with housing regulations.

The role emphasizes leadership, stakeholder relations, and a proactive approach to service excellence.

Qualifications

• Experience leading and motivating a team in a similar role.
• Proficient with Microsoft Office and property operations software.
• Strong English communication and organizational skills.

Responsibilities

• Lead and motivate the team to achieve NPS objectives, leasing goals and occupancy targets.
• Oversee daily property activities and ensure work aligns with company expectations.
• Promote resident satisfaction and retention by timely responses to questions and complaints.

Skills

Team leadership

Customer service excellence

Communication skills

Coaching & mentoring

Tools

Microsoft Office

Property operations software

Job description

The Front of House Manager is responsible for assisting the Community and Assistant Manager in the day-to-day front of house operations. You will be involved in the supervision of the team and ensuring the delivery of exceptional customer service to achieve the sites leasing and occupancy goals to drive projected revenue targets. Leading the team by example you will contribute towards building and encouraging positive and professional relationships and creating a vibrant and welcoming community to our residents.

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values.
• Leads and motivates the team towards achieving NPS objectives, leasing goals and occupancy targets.
• Oversees the daily activities of the property and ensures work is organised and executed in line with Greystar expectations.
• Possesses brand knowledge and awareness, ensuring the team acts as brand ambassadors.
• Works in partnership with marketing to shape local marketing and leasing strategies based on relevant market data and deep market knowledge and ensures marketing campaigns, advertising and promotional activities are effectively implemented.
• Establishes relationships with key stakeholders (sales, marketing, groups, universities) communicating regularly with representatives, ensuring the community’s compliance with pertinent regulations and providing performance data.
• Effectively promotes and leads the Front of House team to achieve effective customer service and contributes to the improvement of customer experience.
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery and customer satisfaction.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.
• Uses the Company’s property systems to generate sales and leasing reports and monitors unit/bed availability data and ensuring it is accurate and up to date.
• Oversees on‑site enquiries, ensuring an appropriate inventory of “ready” apartments, recommending rent pricing and concessions, and monitoring the day‑to‑day sales and leasing activities.
• Builds on knowledge of local area and key features to meet residents needs.
• Actively participates in the leasing process by generating and monitoring traffic, qualifying prospects, preparing tenancy documentation, and completing check‑in/checkout procedures in accordance with established policies and procedures.
• Co-ordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams.
• Develops capability of Team Members in order to meet key performance goals and future succession requirements.
• Work alongside facilities team to ensure the physical aspects of the community meet the Company’s standards for overall appearance and co‑ordinates and inspects show flats for market alignment and touring prospective residents.
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system and completes compliance activities in line with the Company’s policies and procedures.
• Promotes investor satisfaction and retention through timely reporting about the performance of the properties, and responds quickly and with urgency to client/owner concerns, questions, issues, and requests.
• Participates where required in an on‑call roster to provide out of hours emergency support for the Community.
• Ensures the operation of the Community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.

About You

You should have a good level of general education and be proficient in using Microsoft Office packages, including Word, Excel, and Outlook. Additionally, you should possess proficiency in using property operations software, with the understanding that training will be provided. You should have experience in leading and motivating a team, with a proven track record of delivering service excellence in a similar management role or environment. Demonstrating the ability to coach and mentor team members, you should be able to identify key talent, develop capabilities, and facilitate succession planning. While being a strong team player, you should also be capable of working autonomously and taking ownership of your responsibilities. You should adopt a flexible approach to working in a fast‑paced environment, with the ability to thrive in changing conditions. Being self‑aware and culturally aware is essential, as you should be able to adapt your relationship‑building, communication, and negotiation skills to suit various audiences. Fluent verbal and written communication skills in English are a must, along with excellent organizational skills, enabling you to multitask and prioritize effectively. Your numerical skills should be strong enough to handle the necessary tasks, and you should demonstrate a genuine enthusiasm for delivering an exceptional experience to stakeholders while continuously improving your knowledge and the knowledge of others.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystar’s pan – European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria, and Spain.

One of Greystar’s core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience.