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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

We are looking for a Front of House Manager who will oversee all guest-facing operations in our clients Global HQ.

Their primary responsibilities include:

• Creating exceptional guest experiences by maintaining service standards and resolving issues
• Leading, training, and scheduling the front-of-house team
• Handling staff administration including hiring, records, payroll, and performance management
• Managing daily operations such as reservations and service flow
• Ensuring compliance with safety regulations and company policies
• Coordinating between front and back-of-house teams for seamless service
• Monitoring and maintaining front-of-house standards

The role combines leadership, hospitality expertise, customer service, and administrative skills to ensure smooth operations while creating a welcoming environment for guests and a positive workspace for staff.

Reporting to                                       Senior Workspace Experience Lead

HSBC – 8 Canada Square

Working hours/pattern

Core service hours of the Guest Services team are 07.00-18.00.  These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.

Key Responsibilities

Customer Focus

•To ensure that all visitors experience service excellence consistently, with the Guest Service Supervisors and Ambassadors providing a warm, courteous, and prompt welcome on arrival and throughout the client journey

•To ensure accurate information is available for guest services ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts

•Liaising with PA/EA teams, clients & visitors and providing excellent customer service – encouraging the team to deliver “wow” moments when the opportunity arises

•Monitoring mobile reception technology to ensure functionality and guest services ambassadors are delivering service fluently and in harmony with Vgreet

•Ensure that the team take ownership of visitor and client spaces whilst reviewing work order management to ensure client spaces are managed efficiently 

•Proactively deal with enquiries, requests or complaints in person, via the telephone or email, in a timely and professional manner ensuring effective problem resolution

•Ensure a commitment to service excellence recognising Guest Service Ambassadors and colleagues with service STARs

Guest Experience

• Maintain a visible presence in guest areas, greeting and building rapport with patrons
• Address guest concerns promptly and effectively, implementing service recovery when needed
• Ensure all service standards are consistently upheld throughout each shift
• Monitor hospitality areas /reception area flow and guest satisfaction

Team Leadership

• Recruit, interview, and hire qualified front-of-house personnel
• Train and develop team members on service protocols, product knowledge, and company policies
• Create and manage staff schedules, ensuring appropriate coverage for all shifts
• Conduct regular performance evaluations and provide constructive feedback
• Foster a positive work environment that promotes teamwork and professional growth

Staff Administration

• Maintain accurate employee records including contact information, certifications, and documentation
• Process payroll information
• Manage time-off requests and ensure proper shift coverage
• Document and address performance issues following company protocols
• Coordinate onboarding processes for new team members
• Maintain updated personnel files and confidential employee information
• Organise and facilitate regular team meetings and training sessions

Operations Management

• Oversee opening and closing procedures for front-of-house areas
• Collaborate with service partners to ensure a seamless delivery of services
• Maintain reservation systems & protocols
• To conduct personnel duties including payroll, team rota, one to ones, team meetings, return to work meetings following JLL procedures, ensure correct reporting of all personnel activity
• To organise internal and external audits feeding back to the guest services team to drive service excellence
• To ensure H&S procedures are adhered to and the H&S induction is completed by all reception team members

Personal Presentation and Responsibilities

• Maintain a professional, polite and considerate manner at all times.
• Taking ownership of workspace experience responsibilities to constantly develop service standards.

Person Specification/Requirements

• At least 5 years of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
• At least 2 years of experience managing and leading a Front of House or similar team.
• Self-motivated individual committed to service excellence.
• Possesses an operational knowledge of all workplace services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods.
• Ability to demonstrate empathy, excellent customer service and practical skills.
• Skilled in guest/client service and confident in striving for excellence
• Operational knowledge of all reception services and standard operating procedures
• Must have excellent organisational skills and good attention to detail.
• Ability to use own initiative and takes ownership.
• Should have an excellent and positive “can do attitude” and a great team player and supporter.
• Able to work in a busy and pressurised environment providing a discreet and personalised service.

Location:

On-site –London, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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