Front Office Manager in London

Cheval Collection have an exciting opportunity for a Front Office Manager to look after two of our Cheval Residences: Cheval Gloucester Park and Lexham Gardens by Cheval Maison in the prestigious locations of South Kensington.

As Front Office Manager, you will be required to take ownership of front office operations across our distinctive portfolio of luxury residences. You will be a visible leader, championing outstanding service, developing talented teams, and ensuring every guest interaction reflects the highest standards of professionalism and care.

Reporting to the Operations Manager, you will lead and develop a front office team of up to 15 direct reports, across both residences, ensuring operational excellence, seamless collaboration with internal stakeholders, and memorable guest experiences. You will act as the subject matter expert for front office operations, confidently handling guest concerns, colleague performance matters, and maintaining consistently high standards across multiple sites.

Key responsibilities include:

• Oversee and manage front office operations across a multi-site luxury residence portfolio, ensuring seamless day-to-day performance.
• Maintain consistently high professional standards, delivering an exceptional and personalised guest experience across both residences.
• Create a strong culture of service excellence, ensuring customer focus is embedded in every aspect of the front office operation.
• Lead, inspire and develop a high-performing front office team through effective coaching, training and performance management.
• Act as the key point of contact for senior stakeholders, guests, visitors and contractors, building trusted and professional relationships.
• Proactively manage guest feedback and complaints, resolving issues with confidence, empathy and efficiency.
• Identify and address operational challenges to ensure quality, consistency and continuous improvement.
• Support the General Manager / Operations Manager with financial accountability, contributing to annual budget planning and managing expenditure within approved parameters.

Qualifications:

• Are an inspirational leader.
• 5 years or more proven experience managing a front office team within a luxury hospitality environment.
• Multi-site experience is essential.
• Confident leader with excellent communication and conflict-management skills.
• Guest-focused, detail-driven, and commercially aware.
• Passionate about people, service excellence, and high performance.

Benefits:

• A competitive salary + Service Charge.
• 30 days annual leave (increases with every year of service up to year 5).
• Additional day off to celebrate birthday (or employment anniversary).
• Life Assurance.
• Contribution to personal pension (after 3 months).
• Season Ticket Loan.
• Learning and development opportunities.
• Career coaching and progression.
• Health and wellbeing support.
• Discounted stays at Cheval for colleagues, friends and family.
• Discounted stays at properties within the GHA portfolio.
• An inclusive and supportive working environment.
• And many more benefits!

Working with us means taking a leading role within a respected luxury hospitality brand where service excellence, attention to detail and personalised guest care sit at the heart of everything we do. As Front Office Manager, you will be empowered to shape the guest journey, set the standard for front office operations, and lead a professional, engaged team who take pride in delivering consistently exceptional experiences across our residences.

If you're ready to take ownership of a dynamic front office operation and play a key role in delivering outstanding luxury experiences, we would love to hear from you.

Helpful to know:

• Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position.
• A basic disclosure (DBS Check) will be requested in the event of a position being offered.