Front of House Manager

Nestled in a quiet cul-de-sac in the heart of Mayfair, St. James's Hotel and Club is a timeless sanctuary where British heritage meets contemporary luxury. Since its inception in 1857 as an elite gentleman’s club, it has served as a sophisticated "home away from home" for diplomats, authors, and stars of the silver screen.

Stepping through its doors, you leave the bustle of London behind for an atmosphere of refined intimacy. The hotel is renowned for its modern English elevated cuisine by Executive Chef William Drabble, whose menus celebrate the finest seasonal British ingredients with meticulous technique. The collection of suites feels more like private residences than hotel rooms, many featuring rare private terraces overlooking the St. James’s skyline.

What truly defines the "St. James’s story" is its blend of history and heart. Whether you are sipping a signature cocktail in the elegant bar or enjoying the celebrated Masterpiece Afternoon Tea, you are participating in a legacy of hospitality that has spanned over 160 years. It remains a hidden gem for those who seek the quintessential London experience: discreet, opulent, and utterly unforgettable.

About the Role

We are seeking an experienced, passionate, and
service-driven Front of House Manager to lead the guest-facing
operations of our 5-star boutique hotel.

With 60 beautifully appointed bedrooms, our hotel is
renowned for delivering exceptional service. As Front of House
Manager, you will lead a team of 14 across Reception and Concierge, ensuring
every guest enjoys a seamless and memorable experience from arrival through to
departure.

This is an exciting opportunity for a confident leader who
thrives in a luxury hospitality environment and is passionate about developing
people, maintaining exceptional standards, and creating unforgettable guest
experiences.

Key Responsibilities

• Lead,
  motivate, and develop a team of 13 across Reception and Concierge.


• Deliver
  consistently outstanding guest service, ensuring all interactions reflect
  LQA standards.


• Oversee
  the day-to-day operation of Reception, ensuring smooth and
  efficient service at all times.


• Recruit,
  train, coach, and mentor team members to achieve their full potential.


• Manage
  departmental rotas, payroll, staffing levels, and holiday planning.


• Handle
  guest feedback and resolve any concerns professionally and efficiently,
  turning challenges into positive experiences.


• Work
  closely with Housekeeping, Reservations, Food & Beverage, and
  Maintenance to ensure seamless guest journeys.


• Monitor
  departmental performance, service standards, and operational procedures,
  identifying opportunities for continuous improvement.


• Ensure
  compliance with health and safety, security, and company policies.


• Drive
  upselling opportunities and contribute to achieving departmental revenue
  targets.


• Maintain
  excellent knowledge of hotel facilities, local attractions, and guest
  services.

About You

We're looking for someone who brings:

• Previous
  experience as a Front Office Manager, Front of House Manager, or Assistant
  Front Office Manager within a luxury or 4/5-star hotel.


• Strong
  leadership skills with a proven ability to inspire, motivate, and develop
  high-performing teams.


• A
  genuine passion for exceptional guest service and luxury hospitality.


• Excellent
  communication and interpersonal skills.


• Strong
  organisational skills with the ability to manage multiple priorities in a
  fast-paced environment.


• Confidence
  in handling guest relations and resolving issues with professionalism and
  empathy.


• Experience
  using hotel property management systems is desirable.


• Flexibility
  to work a variety of shifts, including weekends and bank holidays.

Your hours of work:

• Reporting
  to the General Manager, the role is full-time, 40-hours per week. Working
  to a flexible rota with a 30-minute unpaid break.

What We Offer

• 50% off
  from room and F&B outlets for friends and family
• Continuous
  training and development for all staff of all levels
• TFL monthly
  travel card for zone 1 -2 paid after successful completion of probation
• Staff meals
  provided on shift
• Discretionary
  service charge
• Laundry
  service all formal uniform
• Introduce a
  friend scheme
• Employee
  Assistance Programme
• Holiday entitlement for full time is 28 days per year, including
  public and bank holidays, increasing to 36 days, every two
  holiday years to a maximum of eight with long service
  anniversaries, pro-rata for part-time staff.

If you are a passionate hospitality professional with a
commitment to delivering exceptional guest experiences and leading a
high-performing team, we'd love to hear from you.