Front of House Manager

Overview

The Front of House Manager will supervise teams across multiple Rolls-Royce corporate sites in Derby. Reporting to the UK Guest Services Manager, you will focus on service delivery, client satisfaction, team development and operational excellence. We support a collaborative environment that embraces innovative ways of working and wellbeing for the team.

What this job involves:

• Drive 5-star customer service excellence through training and day-to-day line management across multiple sites.
• Provide day-to-day management including leave requests, absence reporting, weekly updates and 1-2-1s.
• Measure, meet, report KPIs with client input. Use output to improve service delivery.
• Implement, maintain SOPs with continuous improvement focus across all operations.
• Present contract updates to client. Act as escalation point for Front of House issues.
• Build and maintain strong stakeholder relationships through onsite initiatives and proactive engagement.
• Manage operational activities and liaise with multiple service lines (cleaning, maintenance, catering).
• Streamline visitor management through improved booking procedures and reception protocols.
• Grow the customer experience through new initiatives and innovative service delivery methods.
• Ensure team follows HR processes including disciplinary procedures and performance management.
• Lead cross-training programs across sites and mentor team members.
• Maintain all safety documentation and develop QHSE training schedules.
• Review incidents, near misses and dangerous occurrences.
• Coordinate comprehensive HSE training (evacuation chair, IOSH, manual handling, Fire Leader, First Aid, SIA).
• Foster proactive safety culture and ensure incidents reported within 24 hours.
• Audit receptions and meeting spaces monthly to defined standards.
• Produce monthly statistics and room utilisations.
• Conduct site inductions for new starters and contractors.
• Lead Emergency Evacuation procedures.
• Raise and escalate requests through Maximo/Corrigo systems.
• Assume full management responsibilities during UK Guest Services Manager absences.
• Align team to JLL and Client values and drive company culture.
• Create reports and Management Information for the contract.
• Attend managers forum meetings and Communities of Practice as Workplace Ambassador.
• Manage building communications including wellbeing activities.
• Process security clearances for team members.

What is required of you:

• Extensive customer service or hospitality experience.
• Customer-centric service style, putting the customer first.
• Previous management or supervisory experience.
• Understanding of Audio Visual and IT systems.
• Clear understanding of Health & Safety practices including Risk Assessment.
• Experience with building management systems.
• Computer literate (Word, Excel, Outlook).
• Strong written and oral communication skills.
• Ability to work independently with minimal direction.
• Team player with enthusiastic attitude.
• Able to remain calm under pressure.
• Problem solving ability and good attention to detail.
• Desire to continually improve, adapt and self-develop.
• Security clearance or ability to obtain clearance.
• Experience in multiple site management.
• Knowledge of contract management and compliance frameworks.

At JLL, we embrace innovative ways of working and prioritise opportunities to strengthen and advance your career. We support wellbeing and champion inclusivity and belonging across teams. Join us as a Front of House Manager in Derby working on our Rolls-Royce contract.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.

Privacy and Equal Opportunity: JLL is an Equal Opportunity Employer and is committed to providing reasonable accommodations to individuals with disabilities.