Director of Front Office at The Marylebone

London W1G 8DN, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

10 Oct, 25

Salary

0.0

Posted On

10 Jul, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Continuous Improvement, Front Office, Occupancy, Daily Operations, Service Standards, Strategy Execution, Operational Execution, Team Culture, Revenue, Ownership, Teams, Task Execution, Incentives, Coaching

Industry

Hospitality

Description

Responsibilities

Act as a cultural leader within the hotel, setting the tone for professionalism, engagement, and guest obsession across all FOH teams.
Uphold and embed Forbes service standards and luxury brand values across all interactions and touchpoints.
Drive departmental transformation to shift from task execution to guest experience curation — raising the bar across every guest touchpoint.
Foster a mindset of proactive service, ownership, and continuous improvement through strong leadership, role modelling, and communication.
Directly lead and develop the Front Office Manager, Guest Experience Manager, Concierge, and Room Controller, setting clear goals and behavioural expectations.
Build a strong succession pipeline by identifying talent, creating growth pathways, and championing internal development.
Champion a high-performance culture through consistent coaching, structured feedback, recognition, and clear accountability.
Oversee all aspects of the guest journey — from pre-arrival, arrival, in-stay service, to departure and post-stay follow-up.
Personally engage with guests daily, especially VIPs and repeat clients, and lead the service recovery process where needed.
Implement and continuously evolve standards based on Forbes, LQA, and brand expectations; conduct mystery audits, training refreshers, and team calibrations.
Lead the Room Controller function to ensure optimal room allocation, overbooking strategy execution, and delivery of special requests.
Ensure VIP setups, returning guest preferences, and special occasion moments are communicated and executed to standard.
Guarantee smooth daily operations across all front-facing areas, ensuring teams are adequately staffed, briefed, and equipped.
Conduct regular shift walk-throughs, briefing audits, and checklist reviews to monitor standards and consistency.
Drive upselling and ancillary revenue generation through coaching, incentives, and performance tracking.
Partner with Revenue, Sales, and Reservations to ensure strong communication around occupancy, group movements, VIPs, and availability strategy.
Analyse P&L performance monthly and lead improvement plans within areas of responsibility.
Introduce innovative practices and digita