Purpose of the Role
To lead and manage the Front of House team to deliver a consistent, high-quality guest experience, ensuring smooth day-to-day operations, effective team coordination, and strong service standards. This role combines operational leadership with hands-on execution, acting as the link between guest experience, team performance, and operational efficiency.
Key Performance Areas
Guest Experience & Operations Management
- Lead the delivery of exceptional guest experiences across all touchpoints.
- Ensure daily operations run smoothly, including guest flow management, reservations and bookings, and service standards and presentation.
- Resolve guest queries and issues promptly and professionally.
- Monitor and improve service delivery through feedback and observation.
Team Leadership & Capability Building
- Manage, schedule, and supervise FOH staff.
- Provide coaching, training, and ongoing performance feedback.
- Ensure team adherence to service standards, SOPs, and brand guidelines.
- Support recruitment and onboarding of new team members.
Coordination Across Departments
- Act as key liaison between FOH, Kitchen, Banqueting, and Operations.
- Ensure clear communication of daily requirements, bookings, and events.
- Coordinate staffing and resource allocation based on demand.
Administrative & Reporting Responsibilities
- Maintain accurate records of attendance and rosters, daily reports, and service logs.
- Monitor operational KPIs and flag any risks or issues.
- Support reporting on guest experience metrics and performance trends.
Stakeholder Management
Work closely with Operations, Banqueting, Kitchen, and Marketing. Engage directly with guests to ensure satisfaction.
Key Success Measures
- Guest satisfaction scores and feedback.
- Smooth daily operations and service delivery.
- Team engagement and performance.
- Adherence to service standards.
- Achievement of all AP targets.
Experience & Capability Requirements
- 5+ years’ experience in hospitality or guest experience management.
- Strong leadership and people management skills.
- Excellent communication and problem-solving ability.
- Ability to operate in a fast-paced, guest-facing environment.
HEINEKEN Behavioural Alignment
- Deliver: Consistent excellence in service delivery.
- Shape: Champions guest-first thinking.
- Connect: Builds strong, motivated teams.
- Develop: Grows team capability and self.