Job Description
Lrm Prime specialise in delivering exceptional bespoke residential management services to upscale residential and mixed-use developments, primarily in the prestigious heart of London. With unmatched expertise in managing prime and super-prime properties, we bring our clients' brands and values to life, offering bespoke solutions that elevate luxury living to the next level.
The residence!
Location: London
Hours: Primarily office hours, with flexibility based on business demand
Department: 24/7 Front of House Operations
As the Front of House Operations Manager, you will be the main point of contact for all front-of-house operations. Acting as a role model to colleagues, guests, and visitors, you will be responsible for delivering an exceptional, intuitive service that enhances the residential experience.
This role requires a proactive and service-oriented approach, ensuring a safe, enjoyable, and welcoming environment while maintaining the highest level of customer care. You will uphold and exceed agreed service standards and procedures, ensuring each receives a personalised and anticipatory service at every interaction.
Key Responsibilities:
* Oversee the smooth operation of front-of-house services, ensuring guests and visitors receive outstanding hospitality.
* Lead and support the concierge and front desk teams, providing guidance, training, and motivation.
* Ensure a consistent, luxury-level service that meets and exceeds expectations.
* Act as a problem-solver, handling requests promptly, professionally, and gracefully.
* Maintain clear communication with stakeholders, ensuring their needs are met with efficiency and discretion.
* Be flexible and available to support the team, ensuring the operation runs seamlessly 24/7.
* Implement continuous improvements, always adapting services to enhance the experience.
This role primarily follows office hours but requires flexibility in response to business demands to ensure adequate support for the 24-hour operation.
Further responsibilities:
* Assist with the delivery and support of the Building Safety Act 2022 where appropriate; ensuring that the building is safe and feels safe for all.
* Lead the team to consistently provide a sincere, courteous, bespoke, and prompt welcome for all stakeholders.
* Demonstrate professionalism, accountability, and integrity in all dealings on behalf of all stakeholders.
* Motivate, train, develop, and encourage the team through service innovation and continuous improvement.
* Proactively plan and act on the leadership plan to meet statutory, legal, contractual, contingency, and service requirements at all times.
* Ensure compliance with the Landlord Tenancy Act 1985 and complete all obligations relative to the lease and service agreements, including all aspects of lifestyle and managing agent services as identified by the stakeholders.
* Coordinate daily operations, ensuring quality standards and surpassing the expectations of all stakeholders.
* Support and deputise on behalf of the General Manager as required, ensuring One Crown Place brand standards are advocated.
* Maintain awareness of cultural needs to meet individualistic requests and obligations.
* Anticipate stakeholder needs, including asking questions to better understand preferences and reading non-verbal communication cues.
* Follow up on requests to ensure that expectations are always met and, when possible, surpassed.
* Act as the building representative.
What can you bring?
We are looking for a highly efficient and motivated individual with the following skills and attributes:
* Curious and Solution-Driven – A proactive approach to problem-solving and a keen desire to learn.
* Strong Organisational Skills – Ability to manage multiple tasks effectively and maintain attention to detail.
* Cultural Understanding – Awareness and sensitivity to diverse backgrounds, ensuring inclusive communication.
* Dependability – Reliable, responsible, and able to work independently as well as part of a team.
* Exceptional Communication Flair – Strong verbal and written communication skills in English, with the ability to engage and persuade effectively.
* Service-Driven Mentality – A passion for delivering high-quality service and ensuring customer satisfaction.
* Persuasiveness – Confident in influencing and negotiating when needed.
* Team Mentality – A collaborative mindset, contributing positively to a team environment.
* Adaptability – Ability to thrive in a fast-paced and ever-changing environment.
* Assertiveness & Initiative – Proactive in decision-making, with a keen eye for detail.
* Additional Skills Beneficial – Mandarin-speaking candidates are particularly welcomed.
* Eligibility to Work in the UK – Candidates must have the right to work in the United Kingdom.
If you thrive in a dynamic setting and meet the above criteria, we would love to hear from you!
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