We’re a fast-moving, global technology group that specializes in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity.
We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realize our vision and maintain our leadership in a rapidly evolving global industry.
We are currently recruiting for an experienced Front of House Manager to join us at King Street Townhouse Hotel.
We are looking for a talented, passionate individual to join our team and create memorable guest experiences. You will be responsible for maintaining the highest standard of professionalism in all areas of operation and carry out all duties to our world-class standards.
Main Duties of the Role:
* Lead and supervise front-of-house teams and concierge staff, ensuring exceptional service at all touchpoints.
* Oversee daily operations to maintain the highest standards of service, ambiance, and guest satisfaction.
* Manage guest experience by ensuring a warm, organized, and welcoming atmosphere throughout the hotel premises.
* Coordinate with different teams to ensure timely and accurate catering to special guest requests.
* Handle guest relations by addressing inquiries, concerns, and special requests with professionalism and discretion.
* Ensure compliance with health, safety, and hygiene regulations, upholding 5-star service standards.
* Assist in recruitment, training, and development of front-of-house staff to maintain a high-performance team.
* Ensure new team members have a smooth onboarding process.
* Take lead in reception team payroll, ensuring time attendance is always up to date and completed.
* Prepare rotas for your team 3 weeks in advance to ensure adequate cover at all times, keeping overtime to a minimum.
* Collaborate with other departments (concierge, housekeeping, and events) to provide a seamless luxury experience.
* Drive revenue opportunities through upselling, VIP services, and personalized guest experiences.
* Produce the night audit and guide the night team to deliver and maintain our 5* standards.
* Conduct appraisals and performance management of staff, including monthly meetings.
* React in the event of an emergency as a manager and take action in the event of first aid or fire.
Requirements:
* Proven experience in a senior front-of-house or reception management role within a luxury hotel establishment.
* Ability to take on duty manager shifts when required.
* Exceptional leadership and organizational skills with the ability to inspire and manage a high-performing team.
* Outstanding communication and interpersonal abilities to engage with our guests.
* Deep understanding of luxury hospitality and personalized guest services.
* Proficiency in reservation and point-of-sale systems.
* Ability to thrive in a fast-paced environment.
* Diplomatic problem-solving skills to handle guest concerns with discretion and resolution.
* Comprehensive knowledge of health, safety, and food service regulations.
* Flexibility to work evenings, weekends, and holidays as needed.
* A passion for customer service and exceeding expectations, with a drive to deliver exceptional standards.
* Excellent communication skills, both verbal and in writing.
* Superb attention to detail but also the ability to see the implications for the bigger picture.
* Resilience and drive to get things right the first time.
* Analytical, problem-solving, and decision-making skills.
* Commercial awareness and sensitivity to the business.
* Good organization, time management, prioritizing, and the ability to handle a complex, varied workload.
* A good knowledge of IT packages.
About THG Experience:
THG Experience is home to our portfolio of prestige event locations and luxury properties - including Hale Country Club & Spa, King Street Townhouse Hotel, Great John Street Hotel, and 100 King Street. Through these venues, we create exceptional experiences, services, and content - all of which ensure that our portfolio of brands and partners make real-world connections with their customers that create a lasting impact.
THG Experience is perfectly positioned to deliver rapid growth for THG’s fast-moving, global brands. It’s an incredibly exciting time to be joining the team.
Benefits include:
* Fantastic bedroom rates for yourself and F&F.
* 20% off dining at the hotel.
* 50% off dining at Hale Country Club & Spa, also 50% discount on monthly club membership.
* Up to 50% discounts on THG brands, including Myprotein, Lookfantastic, ESPA, and many more!
* Onsite GP (avoid the waits!).
* Onsite physiotherapist.
* Annual leave entitlement rising every year with service plus your birthday off.
* Meals provided when on duty.
THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavor to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG, please contact one of our Talent team to discuss further.
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