Front of House Manager - Television Centre & Helios, London

Purpose of the Role

Step into one of London’s most iconic destinations - Television Centre, a landmark that blends rich heritage with modern luxury. Once the beating heart of the BBC, this Grade II-listed site has been reimagined into a vibrant community of premium residences, world-class offices, independent restaurants, cultural spaces, and Soho House’s exclusive facilities.

As Front of House Manager, you will be the face of this prestigious estate, leading a dynamic team across three mixed-use sites: 2 Television Centre, 1 Wood Crescent, The Helios, and Wood Crescent apartments.

Your mission?

To craft an unforgettable experience for every occupier, occupiers and residents and visitor, setting the standard for five-star hospitality in a corporate and occupiers and residential environment.

This is not just a management role - it’s an opportunity to create moments that matter. You will design and deliver a seamless customer journey, blending the sophistication of a luxury hotel with the energy of a thriving business hub. From personalised welcomes for VVIPs and HNW clients to curating lifestyle events and community activations, you will ensure every interaction leaves a lasting impression.

You will lead with confidence, discretion, and creativity - motivating your team to deliver boutique, intuitive service while collaborating with security, cleaning, and other partners to maintain a flawless environment. If you thrive in high-profile settings, love elevating experiences, and want to make your mark at one of London’s most celebrated addresses, this role is for you.

Key Responsibilities

Leadership and Team Management:

· Provide strong day-to-day leadership and line management to FOH teams across occupiers and residential and commercial teams.

· Conduct structured performance management, including: one‑to‑ones, probation reviews, annual appraisals, absence management and return‑to‑work meetings, performance improvement plans, investigations and disciplinary processes.

· Lead recruitment, onboarding and full induction programmes for new team members.

· Deliver regular team briefings, service refreshers, and coaching sessions to ensure delivery of Television Centre FOH standards.

· Ownership of team development plans, training needs analysis, upskilling, and succession planning.

· Act as a role model for professionalism, personal presentation, communication, and occupiers and residents engagement.

Financial

· To control and monitor operational spending, ensuring all costs remain within monthly and annual budget targets while continually identifying opportunities to reduce unnecessary expenditure.

· To work closely with the Operations Manager in preparing future departmental budgets and ensuring accurate forecasting for upcoming financial periods

Operational Leadership:

· Oversee consistent, high‑quality FOH operations across the portfolio.

· Ensure sufficient daily staffing levels through resource planning and rota review (final rota approval may sit with Operation Manager depending on structure).

· Conduct FOH quality audits, implementing corrective actions and monitoring improvement.

· Ensure all FOH spaces meet five‑star presentation standards at all times.

· Own and maintain FOH Standard Operating Procedures, service manuals, and training guides.

· Drive service efficiency, innovation, and continuous improvement.

· Support escalations from FOH teams

· Ensure all sites have the necessary team resources according to business needs and allocated breaks and time off according to business needs.

· Cross train FOH team members across all sites to maximise flexibility and adaptability to peak demands.

Health and Safety & Compliance:

· Ensure FOH operations comply with building H&S policies, fire safety protocols, and mandatory training requirements.

· Conduct FOH‑focused H&S audits and report non‑compliance to Building Management.

· Lead emergency-readiness training and FOH scenario drills.

· Monitor access control systems, and security procedures at an oversight and audit level.

· Oversee the response to FOH‑related incidents, ensuring accurate logs and escalation pathways are followed.

Occupiers & Occupiers and Residents Experience:

· Act as the senior point of escalation for occupiers and residents queries, service requests, or concerns related to FOH delivery.

· Build strong relationships with occupiers and residents and stakeholders, contributing to a sense of community.

· Lead the occupiers and residents engagement and enlivenment programme, including events planning and delivery.

· Attend Occupiers and residents Association meetings, providing FOH operational updates.

· Ensure communal areas, including lobbies, lounges, gyms, and guest‑facing spaces, are well presented, safe, and fully operational.

Premises and Building Oversight & Safety Management:

· Audit routine site inspections to confirm safety, and quality standards.

· Work with maintenance, cleaning teams, and contractors to resolve issues swiftly, over contractors on-site to minimise disruption while ensuring compliance.

· Manage access control systems, CCTV monitoring, and related safety protocols.

· Lead effective responses to any safety incidents or emergencies.

· Attend to building management and operational issues as required when directly related to FOH service delivery.

Administrative & Reports:

· Conduct planned FOH inspections to ensure safety, standards, and functionality.

· Liaise with soft service providers, maintenance teams, and contractors to resolve issues efficiently.

· Supervise contractors working within FOH areas when required.

· Escalate building-related issues to the appropriate management team while ensuring timely updates and follow‑up.

Stakeholder & Personal Leadership Expectations

· Build and nurture strong, professional working relationships with occupiers and residents, concierge/reception teams, building management, tenants, contractors, and key stakeholders (including clients and Savills teams).

· Demonstrate a positive, enthusiastic, and excellence-driven mindset, always leading by example with impeccable personal presentation.

· Communicate proactively with your line manager on HR, training, performance, and any emerging issues.

· Respond flexibly to reasonable additional requests from the Operation Manager, Building Manager, or client representatives.

Working Arrangements

· The role operates primarily on a standard weekday schedule, with the requirement to attend weekend work on a Saturday and/or Sunday as per operational and team management requirements but as a minimum at least once in two months on a rotating basis to support operational oversight, team presence, and occupiers and residents service during higher-demand periods.

· Flexibility in working hours and patterns is essential, including the ability to adjust schedules, cover additional shifts, or respond to urgent needs to maintain uninterrupted high standards of service across the portfolio.

Skills, Knowledge and Experience

Must Have:

· 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 occupiers and residents expectations.

· Experience conducting FOH quality audits and driving service improvement.

· Strong administrative and reporting skills, with 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.

Desirable:

· IOSH Managing Safely Certificate

· Valid First Aid at Work Certificate

· Fire Warden

The candidate attributes detailed above are considered to be non-essential although training will be provided on more technical aspects of the role.

Working Hours - 40 hours a week – business hours – mainly Mo - Fri.

Weekend work on a Saturday and/or Sunday as per operational and team management requirements but as a minimum at least once in two months.

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Please see our Benefits Booklet for more information.