Front of House Manager

Rhodium; London; On-site; GBP 35,000 - 56,000; Full time

Job summary

A leading property management firm in London seeks a Front of House Manager to deliver exceptional service and support the senior management team. The role entails managing the Front of House staff, ensuring exemplary standards, and providing a remarkable experience for residents and their guests. The ideal candidate will possess strong organizational and communication skills, with a passion for service excellence in a high-pressured environment.

Qualifications

• Experience in guest-facing roles, preferably management in hospitality or 5-star hotels.
• Strong organizational and communication skills.
• Ability to build relationships with high-net-worth clients.

Responsibilities

• Manage Front of House staff and ensure exceptional service delivery.
• Handle guest inquiries and complaints professionally.
• Develop strategies for smooth operation of front-of-house services.

Skills

Organisational skills

Communication skills

Customer service skills

Attention to detail

Job description

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The role

The Front of House Manager will act as an ambassador for Park Modern, delivering an unparalleled level of service in an intuitive and bespoke manner. They will assist the senior management in creating and updating company procedures specific to Park Modern and provide supervision, training and support to all front of house staff. They will need to create a memorable experience for residents and their guests and have a strong passion for delivering great service in a professional manner whilst being able to work well under pressure.

The role

The Front of House Manager will act as an ambassador for Park Modern, delivering an unparalleled level of service in an intuitive and bespoke manner. They will assist the senior management in creating and updating company procedures specific to Park Modern and provide supervision, training and support to all front of house staff. They will need to create a memorable experience for residents and their guests and have a strong passion for delivering great service in a professional manner whilst being able to work well under pressure.

Duties include:

• Act as line manager for the Front of House staff
• Report to the General Manager
• Develop strategies and processes to ensure the smooth running of the front of house elements of the scheme and impeccable service is delivered at all times
• Build trustworthy, professional relationships with all residents and aim to exceed expectations when dealing with any lifestyle requests
• Always ensure reception area and common parts of Park Modern remain pristine
• Ensure that all residents and visitors are greeted promptly and courteously, in a warm and friendly manner
• Be readily available at all times to deal with issues or complaints
• Ensure the privacy and confidentiality of residents, their guests and visitors
• Provide cover at the concierge desk during lunch breaks or in the event of staff shortages
• Circulate regularly throughout all Front of House areas, maintaining a high profile with residents and staff
• Ensure effective liaison between front office personnel and other departments (e.g. facilities management)
• Ensure that parcels and other items are delivered to and collected from apartments without delay, upon request
• Ensure that incoming and outgoing telephone calls are handled promptly and courteously, following company standards
• Ensure maximum security of the development and report any breach of security to the senior management or the relevant authorities
• Carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay
• Attend Management Meetings as required
• Develop partnerships with local businesses to raise the profile of the development and ensure the highest level of service is provided to residents of Park Modern.
• Ensure accurate and timely submission of all reports and administrative work
• Monitor trends within the industry and make suggestions how these could be implemented
• Understand and strictly adhere to the Rules & Regulations established in the Emergency Procedures, Standard Operating Procedures and the development's policy on Fire, Hygiene, Health and Safety.
• Ensure a positive work relationship with colleagues, management and representatives of the client
• Project at all times a positive and motivated attitude and to exercise self-control
• Report all incidents to the General Manager in a timely professional manner
  
  

Duties as a line manager:

• Ensure that all Front of House staff are always impeccably dressed, as per company grooming standards
• Ensure that all Front of House Staff are fully conversant with fire and health & safety procedures
• Ensure that all Front of House staff are fully briefed on daily activities and strategies
• Hold regular performance appraisals with Front of House staff, identifying areas for development and training needs and ensuring that this training is actioned
• Carry out or ensure that regular On-the-Job training is taking place to agreed standards
  
  

Requirements:

• Previous experience in a guest facing role, preferably a management position within a hospitality environment / 5-star hotel or super-prime residential.
• Must have good organisational skills, excellent communication skills and customer service skills, and good understanding of Health and Safety
• Service driven, understand the importance of going the extra mile
• Experience dealing with high-net-worth clients
• Good knowledge of the central London area and surrounding local area
• Strong list of contacts within the hospitality industry preferred
• High standard of written and spoken English, additional language skills beneficial
• Must be assertive, show initiative and have a very keen eye for detail
• Efficient in multi-tasking in high pressure environments
• Ability to communicate high end quality service and deliver bespoke service
• Ability to build and develop positive working relationships
• An interest in UHNW resident lifestyles
• Enthusiastic and motivated to help internal and external partners
• Always wear correct uniform and maintain impeccable standards of appearance, personal hygiene, behaviour and discipline
• Eligible to work in the UK
  
  

About Rhodium

Rhodium was established to solely focus on the new build super prime residential market in London. Identifying a gap in the property management industry, Rhodium has created a unique business model not based on scale which provides a level of continuity and focus for each scheme we manage. Part owned by the Monaco Royal Family, Rhodium have a completely unique understanding of the ultra-high net worth individual, how they live and operate within their homes. Rhodium has a contracted portfolio of £12bn across forty schemes and is involved with some of London's most prestigious developments and clients.

Each scheme we manage has been individually selected in order to preserve our brand and ensure we only manage developments of the highest calibre. Discretion, integrity and transparency transcends through our entire organisation. We truly believe there is no other company that can match our desire and intent to perform at this level.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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