Front of House Manager at Williams

London, England, United Kingdom

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£60,000 – £60,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Business Services, Professional ServicesIndustries

Requirements

Strategic mindset and strong leadership capability
Exceptional attention to detail
Flexibility and visibility across both sites (EC2N and SW1Y)
Commitment to maintaining high service standards, professionalism, and a customer-first mindset
Ability to work fully onsite, 40 hours per week (09:00-18:00 with 1-hour unpaid lunch), including participation in late-shift rota performing frontline receptionist duties

Responsibilities

Deliver service excellence across reception, hospitality, events, and client-facing services in both offices
Complete monthly First Impression Account Review Report and set six-monthly client FOH objectives
Ensure full understanding and compliance with contractual requirements and service level agreements, driving continuous improvement
Build strong relationships with client stakeholders, promote proactive communication, and lead customer relations, feedback, surveys, and service reviews
Identify and implement opportunities to elevate FOH offering and add value to the client
Maintain, review, and continuously improve best practices and Standard Operating Procedures (SOPs)
Oversee and coordinate catering orders, ongoing hospitality orders, and support for office needs and events
Handle customer complaints effectively, ensuring timely resolutions and preventing reoccurrence
Ensure compliance with health and safety policies and client-specific requirements
Carry out regular service audits, risk assessments, and performance reviews across both sites
Coordinate cross-site initiatives, events, and projects
Lead, coach, and develop FOH team members, fostering a culture of trust, accountability, service excellence, and continuous improvement
Build a cohesive, multi-skilled, well-trained team across both locations
Manage performance, conduct 1:1s, appraisals, and ongoing feedback sessions
Oversee resource planning, rota management, sickness, and holiday cover across both sites
Work closely with Facilities, Hospitality, and Cleaning teams to align services with contractual obligations and client expectations
Contribute to development and delivery of service strategies, policies, and best practices, supporting Account Manager in achieving operational, financial, and customer satisfaction targets