Front of House Manager

**About THG Ingenuity**

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

We are seeking an experienced **Front of House Manager** to join our prestigious 5-star Country Club - home to world-class fitness, spa, dining, and leisure experiences.

As the first point of contact for our members and guests, you'll embody the warmth, professionalism, and excellence that define our club. You will oversee all front-of-house operations, ensuring seamless service across our reception, concierge, and member-facing areas while upholding the highest standards of luxury hospitality.

***Key Responsibilities**:
**Leadership & Team Management**
- Lead, motivate, and develop front-of-house and concierge to deliver exceptional experiences across all touchpoints.
- Conduct recruitment, onboarding, and continuous training to maintain a polished, knowledgeable, and high-performing team.
- Manage performance reviews, appraisals, and ongoing development initiatives to ensure a culture of excellence and accountability.
- Prepare and manage rotas to ensure consistent coverage and efficiency while maintaining labour budgets.

**Operational Excellence**
- Oversee the smooth daily operation of the club's reception and member-facing services, including guest check-ins, spa reservations, fitness and class bookings, and dining enquiries.
- Ensure a welcoming and organised environment throughout the club — from the entrance to the gym, spa, and pool areas.
- Maintain 5-star service standards and ensure compliance with all health, safety, and hygiene regulations.
- Take responsibility for front-of-house payroll accuracy, attendance tracking, and team scheduling.

**Member & Guest Experience**
- Champion a personalised approach to member engagement, ensuring every visit feels special and memorable.
- Resolve member and guest enquiries, concerns, and requests swiftly and with discretion.
- Coordinate with other departments — Spa, Fitness, Food & Beverage, and Housekeeping — to ensure seamless delivery of all services.
- Drive member retention and satisfaction by anticipating needs and proactively enhancing their experience.

**Commercial & Service Innovation**
- Support membership sales, renewals, and service promotions through excellent communication and an eye for detail.
- Identify opportunities for upselling premium services, treatments, and experiences.
- Collaborate with F&B, Spa, and Fitness teams to enhance cross-departmental service and drive revenue growth.
- Maintain high levels of presentation and ambiance throughout all areas of the club, ensuring every detail aligns with the brand's luxury identity.

**Crisis & Safety Management**
- Act as Duty Manager when required, ensuring the safety, security, and wellbeing of all members, guests, and staff.
- Lead in emergency or first-aid situations with confidence and professionalism.

***Requirements**:

- Proven experience in a **Front of House or Guest Experience Manager role** within a 5-star hospitality, private members' club, or luxury leisure environment.
- Strong leadership, coaching, and team management abilities.
- Exceptional interpersonal and communication skills with a natural ability to connect with high-profile members and guests.
- Deep understanding of premium customer service, discretion, and brand representation.
- Proficiency in reservation, membership, and POS systems.
- Excellent organisational and time management skills in a fast-paced, dynamic environment.
- Sound knowledge of health, safety, and hygiene practices.
- Flexible availability to work evenings, weekends, and holidays.
- A confident, professional, and polished presentation aligned with luxury standards.

**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
- Competitive salary
- Company pension scheme

**THG Ingenuity 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.