Front of House Manager

The Imperial London Hotels Limited; Greater London; On-site; GBP 38,000 - 60,000; Full time

Job summary

Imperial London Hotels is seeking a Front of House Manager in London to lead the Front of House team and ensure seamless guest experiences across the reception and guest services. You will set the tone for hospitality, guiding staff to deliver high standards on every shift.

Based in central London, you’ll manage busy periods with calm leadership, handle guest queries effectively, and collaborate with reservations, housekeeping and maintenance to keep service flowing smoothly while maintaining

Qualifications

• Experience in a customer-facing hospitality role (front office, reception, guest services or similar).
• Proven ability to lead a team and maintain high standards under pressure.
• Strong communication skills, with a confident but warm approach to guests.
• Good judgement and calm problem-solving—especially during busy periods or escalations.
• A proactive attitude and an eye for detail.

Responsibilities

• Lead the Front of House team by example—coaching, motivating, and ensuring staff deliver confident, professional service.
• Own the guest experience, from arrival to departure, ensuring queries are handled promptly, kindly, and effectively.
• Maintain exceptional standards across reception, concierge/guest services, and communal guest touchpoints.
• Ensure operational excellence—monitoring daily routines, managing shift coverage, and keeping service flow smooth.
• Handle escalations calmly and confidently, turning challenges into opportunities for recovery and delight.
• Support planning and performance by tracking standards, reviewing feedback, and addressing issues early.
• Collaborate across departments to ensure guest needs are met seamlessly (reservations, housekeeping, maintenance, and beyond).
• Uphold brand and compliance standards, including attention to detail, health & safety awareness, and secure working practices.

Skills

Leadership

Customer-facing

Communication

Problem solving

Attention to detail

Job description

Front of House Manager – Imperial London Hotels

Are you at your best when the doors open? If you thrive in a busy, guest-facing environment and enjoy turning great moments into great reviews, we’d love to meet you.

As a Front of House Manager, you’ll be the steady hand that keeps everything running smoothly—welcoming guests, leading from the front, and ensuring our service feels effortless. You’ll manage the day-to-day operation of reception and guest services, set the tone for hospitality, and support your team to deliver consistently high standards across every shift.

What you’ll be doing

• Lead the Front of House team by example—coaching, motivating, and ensuring staff deliver confident, professional service.
• Own the guest experience, from arrival to departure, ensuring queries are handled promptly, kindly, and effectively.
• Maintain exceptional standards across reception, concierge/guest services (where applicable), and communal guest touchpoints.
• Ensure operational excellence—monitoring daily routines, managing shift coverage, and keeping service flow smooth.
• Handle escalations calmly and confidently, turning challenges into opportunities for recovery and delight.
• Support planning and performance by tracking standards, reviewing feedback, and addressing issues early.
• Collaborate across departments to ensure guest needs are met seamlessly (reservations, housekeeping, maintenance, and beyond).
• Uphold brand and compliance standards, including attention to detail, health & safety awareness, and secure working practices.

Why this role will suit you

This is for someone who enjoys pace, variety, and responsibility. You’ll bring strong people skills, a service mindset, and the confidence to lead in real time—whether it’s managing arrivals during peak check-in, handling an unexpected guest request, or supporting team members when the day gets busy.

You don’t just “manage the desk”—you help create an atmosphere where guests feel truly looked after and colleagues feel proud of the team they work with.

About The Environment

Based in London, you’ll relish working in the heart of central London, in a fast-paced and lively area. Bloomsbury’s energy brings a steady rhythm of guests—leisure travellers, visiting professionals, and people exploring the city. It’s vibrant, it’s demanding, and it’s incredibly rewarding when you get it right.

What we’re looking for

• Experience in a customer-facing hospitality role (front office, reception, guest services or similar).
• Proven ability to lead a team and maintain high standards under pressure.
• Strong communication skills, with a confident but warm approach to guests.
• Good judgement and calm problem-solving—especially during busy periods or escalations.
• A proactive attitude and an eye for detail (small touches matter).
• Flexibility to work shifts in line with operational needs.

Your career, your growth

You’ll have the chance to develop in a supportive environment, with opportunities to build your skills and progress within hospitality. With a wider range of opportunities across seven hotels within the Bloomsbury area, you can explore what comes next—without losing the momentum that comes from being part of a real team.

From day one, you’ll be encouraged to learn, share ideas, and grow—because great front of house isn’t just about running the shift; it’s about continuously raising the bar for yourself and for others.

What it feels like to be successful here

• Guests feel welcomed from the moment they arrive.
• Your team is confident, well-supported, and proud of the service they deliver.
• Issues are resolved quickly, with empathy and professionalism.
• Standards remain consistent, even when the day gets hectic.

Ready to lead from the front?

If you’re motivated by service excellence, enjoy guiding people, and want to build a rewarding career in hospitality in one of London’s most exciting locations, we’d like to hear from you.

To understand the brand and tone of voice, please visit our careers page: https://www.imperialhotels.co.uk/careers.