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About the Role

Lead a dynamic team across three mixed-use sites (2 Television Centre, 1 Wood Crescent, The Helios, and Wood Crescent apartments) to craft an unforgettable, five-star hospitality experience for occupiers, residents, and visitors. This role involves designing and delivering a seamless customer journey, curating lifestyle events, and motivating the team to provide intuitive service in a high-profile setting.

Responsibilities

Provide strong day-to-day leadership and line management to FOH teams.
Conduct structured performance management, including one-to-ones, reviews, appraisals, absence management, and disciplinary processes.
Lead recruitment, onboarding, and induction programmes for new team members.
Deliver regular team briefings, service refreshers, and coaching sessions.
Manage team development plans, training needs, upskilling, and succession planning.
Act as a role model for professionalism, communication, and engagement.
Control and monitor operational spending to remain within budget targets.
Identify opportunities to reduce unnecessary expenditure.
Collaborate with the Operations Manager on departmental budgets and forecasting.
Oversee consistent, high-quality FOH operations across the portfolio.
Ensure sufficient daily staffing levels through resource planning and rota review.
Conduct FOH quality audits and implement corrective actions.
Ensure all FOH spaces meet five-star presentation standards.
Maintain FOH Standard Operating Procedures, service manuals, and training guides.
Drive service efficiency, innovation, and continuous improvement.
Support escalations from FOH teams.
Ensure sites have necessary team resources and manage allocated breaks and time off.
Cross-train FOH team members across all sites for flexibility.
Ensure FOH operations comply with building H&S policies, fire safety protocols, and training requirements.
Conduct FOH-focused H&S audits and report non-compliance.
Lead emergency-readiness training and FOH scenario drills.
Monitor access control systems and security procedures.
Oversee the response to FOH-related incidents.
Act as the senior point of escalation for occupier and resident queries or concerns.
Build strong relationships with occupiers, residents, and stakeholders.
Lead the occupier and resident engagement and enlivenment programme.
Attend Occupier Association meetings and provide FOH operational updates.
Ensure communal areas are well presented, safe, and operational.
Audit routine site inspections for safety and quality standards.
Work with maintenance, cleaning teams, and contractors to resolve issues swiftly.
Manage access control systems, CCTV monitoring, and related safety protocols.
Lead effective responses to safety incidents or emergencies.
Attend to building management and operational issues related to FOH service delivery.
Conduct planned FOH inspections for safety, standards, and functionality.
Liaise with soft service providers, maintenance teams, and contractors.
Supervise contractors working within FOH areas.
Escalate building-related issues to the appropriate management team.
Build and nurture strong working relationships with occupiers, residents, and stakeholders.
Demonstrate a positive, enthusiastic, and excellence-driven mindset.
Communicate proactively with line manager on HR, training, performance, and emerging issues.
Respond flexibly to reasonable additional requests from management or client representatives.

Requirements

Proven experience managing Front of House teams in luxury corporate and residential, corporate, or high-end hospitality environments.
Demonstrated HR and people-management capability (full employee lifecycle).
Excellent leadership, communication, and coaching skills.
Strong understanding of FOH operations, service standards, and occupier/resident expectations.
Experience conducting FOH quality audits and driving service improvement.
Strong administrative and reporting skills.
Proficiency in MS Office and property management systems.
Solid understanding of building health & safety and fire-safety protocols.
Ability to remain calm, professional, and solutions-focused in high-pressure situations.
Impeccable personal presentation.

Skills

Leadership
Team Management
Performance Management
Recruitment
Onboarding
Coaching
Budget Management
Financial Forecasting
Operational Oversight
Resource Planning
Quality Audits
Service Improvement
Standard Operating Procedures
Health & Safety Compliance
Fire Safety Protocols
Emergency Response
Access Control Systems
Customer Service
Stakeholder Management
Event Planning
MS Office Proficiency
Property Management Systems

Location

London

Work Type

Full-time
Hybrid

Experience Level

Management

Education Level

IOSH Managing Safely Certificate (Desirable)
Valid First Aid at Work Certificate (Desirable)
Fire Warden (Desirable)

Salary/Compensations

£50k

Benefits

Access to Benefits Booklet for more information

About the Company

Television Centre is a landmark that blends rich heritage with modern luxury, reimagined from the former BBC headquarters into a vibrant community of premium residences, offices, restaurants, cultural spaces, and exclusive facilities.