Front of House Team Lead

Opportunity

We are seeking a highly motivated and detail-oriented Front of House Team Lead to oversee the daily operations of our reception area. This role involves managing the front desk, ensuring smooth operations, training new team members, managing schedules, and troubleshooting any issues that arise. The ideal candidate will act as the main point of contact with other departments or suppliers as required, ensuring that all internal processes run smoothly.

Our work in Front of House

The Front of House team is responsible for providing a seamless and professional experience for all guests and clients. This includes managing bookings, coordinating room usage, and delivering exceptional hospitality services. As the Front of House Team Lead, you will play a crucial role in maintaining high standards and ensuring the satisfaction of our clients and guests.

Key Responsibilities

• Overall management of the front desk, including training, scheduling, and performance management.
• Ensuring smooth operations of the reception area and troubleshooting any issues that arise.
• Managing bookings: answering calls in a timely manner, booking appointments based on specified requirements, managing and coordinating the use of the 15 rooms to maximise resource utilisation.
• Inspecting rooms and creating work orders for the cleaners and facilities department, following progress to completion to ensure rooms are ready for guests.
• Acting as an ambassador for the company and as a point of contact between the guests and the desk.
• Providing refreshments (making teas and coffees) and serving guests.
• Clearing rooms, restocking minibars, washing cups and glasses, polishing glasses.
• Ordering food and drink from suppliers (reconciling deliveries with orders).
• Morning set up of rooms (restocking mini-bar, fruit bowls, cups and saucers, etc).
• Keeping track of Action Points and ensuring everything is completed in a timely manner.

Knowledge, Skills, and Competencies

• 1 – 2 years previous experience in managing a FOH team.
• Excellent communication skills and the ability to be a clear and effective communicator.
• Keen eye for detail: excellent written and verbal English, observant, and able to spot any issues in the client meeting rooms or floors.
• Strong organisational skills and the ability to manage several tasks at once.
• Demonstrates a high level of professionalism and excellent presentation skills in interactions with clients and colleagues.
• Strong relationship management skills, including handling interpersonal issues, complaints, scheduling conflicts, etc., with diplomacy and professionalism.
• Problem-solving skills: the ability to resolve challenges quickly and efficiently.
• Leadership skills: motivation, guidance, and team-building skills to support and lead others.
• Familiar with reception/housekeeping practices and standards (hospitality and FOH experience).
• Proficiency in using Microsoft Office Suite (Word, Excel, Outlook) and familiarity with booking systems.
• Flexible to company needs.
• A-level educated or equivalent.
• Experience gained in a hotel, working in a 4-star+ hotel, spa, or equivalent.

Our Benefits

In addition to life assurance, group income protection, and employer pension contribution, we offer:

• Annual discretionary bonus based on company and individual performance.
• 25 days’ annual leave entitlement (excluding bank holidays) plus an additional day of leave for your birthday.
• Private Medical Insurance via Bupa for yourself and your dependants, including access to a digital GP service, Bupa Menopause plan and Bupa anytime Healthline.
• Family Leave policies - Maternity, Paternity, Shared Parental & Adoption.
• Employee Assistance Programme.
• Headspace for Work membership.
• Financial wellbeing benefit schemes – Season Ticket Loan, Tenancy Deposit Loan and Cycle to Work.
• Eye Care – annual eye examination and contribution towards glasses.
• Annual Flu Vaccinations.
• Corporate Gym Memberships at discounted rates for local gyms.
• External Partnerships – offers and priority booking through the National Theatre.
• Complimentary artisan coffee, tea and snacks, served by our own barista in our café.
• Daily breakfast and lunch served twice a week in our café.
• Lunch & Learn training sessions.
• Regular social, cultural and charitable activities.

Our Commitment to Diversity, Equity and Inclusion

Maintaining and strengthening a diverse workforce and inclusive workplace are pillars of Brunswick’s culture and key to our future success. Valuing and supporting every colleague as an individual while helping them reach their full potential is critical to attracting and developing our greatest strength – our people. By embracing our differences and diverse perspectives we create richer experiences within our firm and enhance the quality of the ideas and advice that we deliver to our clients.

Brunswick is an equal opportunities employer and our Equal Opportunities Policy is available on request.

About Brunswick Group

Brunswick is a critical issues firm. We advise the world’s leading companies on how to navigate the critical issues they face and engage with their critical stakeholders.

Our purpose is to help our clients play their role in the world more successfully. We help the leaders of the world’s great value-creating organizations operate successfully across the increasingly complex and fast-changing arenas of finance, politics and society at large.

Brunswick is one firm globally, operating as a single profit centre. This allows us to respond seamlessly and effectively to clients’ needs wherever they are in the world.

Background

Founded in London in 1987, Brunswick’s global partnership has grown organically to 27 offices in 18 countries. We began as a M&A and financial communications firm and, over time, expanded our capabilities to provide expert advice to our clients on a range of business critical issues. We invested in new offices, sector teams and practice groups including investor engagement; shareholder activism; governance; regulatory and public affairs, including geopolitical; crisis; litigation; social issues including climate change and diversity, equity and inclusion; cybersecurity, data and privacy; employee engagement; digital communications; opinion research and analysis, and; creative services.

Our CEO is Henry Timms, based in New York. Our Chairman is Sir Alan Parker, based in London.