Front of House Manager

Location: City Of London

Front of House Manager Salary: £40,000 per annum plus company benefits

Location:

London, EC2V

Contract:

12 month Fixed Term Contract, Full Time

Shifts:

37.5 hours per week, Monday to Friday on rotational shifts rotational shifts between 07:45 and 19:00, with 1 hour unpaid lunch break.

Work Model:
Fully Onsite Williams Lea seeks a Front of House Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role Working on behalf of a prestigious international law firm, the Front of House Manager is responsible for the leadership and day-to-day management of the Front of House and Hospitality operation within the London office.

The role is responsible for ensuring an exceptional, consistent and professional experience for clients, visitors, employees and senior stakeholders, while maintaining high standards of operational delivery, compliance and customer service.

As the senior representative of the Front of House function, you will provide visible leadership across reception, hospitality, meeting room services, events and other client-facing activities. You will set the tone for service excellence and ensure that every interaction reflects the professionalism, values and brand standards of the client.

The role will operate across a full rotating shift pattern between 07:45 and 19:00, Monday to Friday, with flexibility required to support business requirements, events and client activity.

You will work closely with the Account Manager, client stakeholders and wider onsite service teams to ensure contractual obligations, Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and client expectations are consistently achieved.

The successful candidate will be a highly visible, proactive and commercially aware leader who is passionate about creating exceptional experiences, developing people and continually improving the service proposition.

Key responsibilities
1. Service Excellence & Client Experience Take overall day-to-day ownership for the Front of House and Hospitality service.

Set and maintain consistently high standards of professionalism, presentation, hospitality and customer service.

Act as a visible and approachable ambassador for the service, ensuring a welcoming and seamless experience for clients, visitors and employees.

Ensure reception, hospitality, meeting room and event services are delivered in accordance with agreed service standards and client expectations.

Work with the Account Management team to complete the monthly Account Review Report, identifying trends, opportunities and areas requiring improvement.

Develop strong working relationships with key client contacts, senior stakeholders and frequent users of the service.

Proactively seek customer feedback and use insight to improve service delivery.

Lead the resolution of customer complaints, ensuring issues are addressed promptly, professionally and with appropriate follow-up.

Identify opportunities to introduce new ideas, initiatives and value-added services that enhance the client experience.

Ensure the Front of House environment consistently reflects the client's brand, culture and expected standards.
2. Operational Management Provide effective operational leadership onsite, ensuring consistent standards and processes.

Maintain, review and continuously…