Front of House Manager

The role

The Front of House Manager is responsible for builds a culture of service excellence, fosters team growth, and partners with all hotel departments to elevate the guest journey.

• Champion a guest-first culture by ensuring every interaction is personalised, genuine, and memorable
• Actively use guest feedback, CRM tools, and service platforms to tailor experiences and anticipate guest needs
• Lead by example on the floor, engaging directly with guests and empowering the team to resolve issues with empathy and ownership
• Oversee guest complaints and turn challenges into opportunities immediately and effectively to deepen loyalty
• Attend all daily, weekly and monthly meetings as required and provides input and information
• Foster open communication, trust, and collaboration while promoting inclusion within the team and across departments
• Monitor the standards of service provided by the Night Team, by working with the Night Manager and If required, assist with Night team by covering Night Manager role
• Manage scheduling, holidays, and payroll with a focus on fairness, efficiency, and alignment with budgets.

If you're our ideal Front of House Manager, you will have:

• Hotel PMS experience, ideally Opera PMS
• Excellent communicator, both verbal and written, with confidence in adapting to different audiences
• Organised, proactive, and able to balance guest priorities with operational demands
• Resilient under pressure and solutions-focused when challenges arise

About us

Located in the heart of Kensington, the Royal Garden Hotel is a five-star luxury property overlooking Kensington Palace and Gardens, and only moments from London's most iconic landmarks. Just a five-minute walk from High Street Kensington underground station, the hotel blends an exceptional location with world-class hospitality.

At Royal Garden Hotel, we take pride in creating memorable guest moments through tailored luxury experiences, delivered by a warm, friendly, and empowered team. More than just a workplace, we provide an environment where team members can build rewarding careers, supported by dedicated learning and development opportunities.