Head of Front of House
Leading International Law Firm based in London
£75,000
My client, a leading international law firm are looking for an experienced head of front of house to join their team, the head of front of house will be responsible for looking after 2 offices in London and will manage a team of six.
Key duties -
Service Excellence & Client Relationship Management
- Deliver service excellence across reception, hospitality, events and client-facing services within both offices.
- Complete the monthly First Impression Account Review Report and set six-monthly client FOH objectives.
- Fully understand contractual requirements and service level agreements, ensuring compliance and continuous improvement.
- Build strong relationships with partners, managers, and others working in both offices, promoting proactive communication and service enhancements.
- Lead on customer relations, feedback mechanisms, surveys and service reviews.
- Identify and implement opportunities to elevate the FOH offering and add value.
Operational Management
- Ensure best practices and Standard Operating Procedures (SOPs) are maintained, reviewed, and continuously improved.
- Ensure that requests submitted to the FOH teams in each office are handled efficiently.
- Oversee and coordinate catering orders as required, ensuring timely and accurate delivery.
- Manage ongoing hospitality orders to support office needs and events.
- Coordinate internal events, working with the social committee (and others) as appropriate.
- Handle customer complaints effectively, ensuring timely, positive resolutions and preventing re-occurrence.
- Ensure compliance with all health and safety policies and any office-specific requirements.
- Carry out regular service audits, risk assessments and performance reviews across both sites.
Team Leadership & People Management
- Lead, coach and develop FOH team members across both offices, fostering a culture of trust, accountability, service excellence, and continuous improvement.
- Manage the day-to-day activities of the Catering Assistant, ensuring service excellence at all times.
- Build a cohesive, multi-skilled, well-trained team across both locations.
- Manage performance, including conducting 1:1s, appraisals and ongoing feedback sessions.
- Oversee resource planning, ensuring effective rota management, and sickness and holiday cover across both sites.
- Manage FOH recruitment when required, including agency resource as appropriate.
- Organise/provide additional hospitality support when needed
- Provide escalation support and ensure staff concerns are addressed promptly.
Financial Oversight & Commercial Management
- Support in setting FOH service budgets and ensure adherence to financial targets.
- Complete monthly financial variance analysis and ensure compliance with contractual financial obligations.
- Minimise discretionary and controllable costs such as overtime, absence cover and external recruitment spend.
- Contribute to benchmarking exercises and utilise findings to recommend service enhancements or additional FOH services.
- Support the completion of internal processes required for accurate invoicing.
Apply today for immediate consideration!
