Front of House Operations Manager

3 weeks ago

South Ruislip, Greater London, United Kingdom ARMY AND NAVY CLUB LIMITED Full time
Job Title: Front of House Manager

We are seeking a highly skilled and experienced Front of House Manager to join our team at the Army and Navy Club Limited. As a key member of our hospitality team, you will be responsible for overseeing the smooth operation of our front-of-house services, ensuring exceptional customer experiences, and maintaining the highest standards of service quality.

Key Responsibilities:
  • Oversee the Front Office, Porter, and Night teams to ensure seamless day-to-day operations.
  • Set, monitor, and continuously improve service standards to enhance member satisfaction and align with the Club's values.
  • Regularly review and update Standard Operating Procedures to reflect the highest service standards and member experience.
  • Conduct routine audits and spot checks to ensure operational consistency, cleanliness, and adherence to SOPs, checklists, and other control aspects across all shifts.
  • Actively engage with members on the floor, providing a lively and approachable presence and addressing issues in real-time.
  • Greet members upon arrival and departure, providing information and assistance with special requests.
  • Resolve member problems quickly, efficiently, and courteously, ensuring continuous service improvement.
  • Ensure accurate room status information is maintained and properly communicated to relevant departments.
  • Supervise team productivity, ensuring work quality is aligned with service standards.
Requirements:
  • Must be able to communicate fluently in English, both in writing and speaking; proficiency in other languages is advantageous.
  • A personable and approachable demeanor is essential, as the Front of House Manager is a key representative of Club management. Charm and excellent interpersonal skills are required to maintain a positive and welcoming environment.
  • Must demonstrate the ability to handle high-pressure and high-stress situations with calmness and professionalism, providing leadership and support during challenging circumstances.
  • Flexibility is required, with the ability to manage a varied schedule, including night shifts and weekend coverage.
  • Proven ability to elevate service quality standards.
Preferred Qualifications:
  • A bachelor's degree and/or diploma in hospitality management or a related field is preferred.
  • Must have strong computer literacy, including proficiency in MS Office programs (Word, Excel, Outlook) and familiarity with front office systems.
  • Project management training or certifications would be considered an asset.
What We Offer:
  • Progression within the Club
  • Additional holidays during the Christmas break
  • Interest-free season ticket loan
  • Long service award scheme
  • Retirement Gift Scheme
  • Free meals on duty
  • Free eye test and glasses vouchers
  • Generous Pension scheme
  • EAP & Employee well-being services

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