Front of House Operations Manager

Lrm Prime specialise in delivering exceptional bespoke residential management services to upscale residential and mixed-use developments, primarily in the prestigious heart of London. With unmatched expertise in managing prime and super-prime properties, we bring our clients' brands and values to life, offering bespoke solutions that elevate luxury living to the next level.

The residence!

Location: London

Hours: Primarily office hours, with flexibility based on business demand

Department: 24/7 Front of House Operations

As the Front of House Operations Manager you will be the main point of contact for all front-of-house operations. Acting as a role model to colleagues, residents, guests, and visitors, you will be responsible for delivering an exceptional, intuitive service that enhances the residential experience.

This role requires a proactive and service-oriented approach, ensuring a safe, enjoyable, and welcoming environment while maintaining the highest level of customer care . You will uphold and exceed agreed service standards and procedures, ensuring each resident receives a personalised and anticipatory service at every interaction.

Key Responsibilities:

• Oversee the smooth operation of front-of-house services , ensuring residents, guests, and visitors receive outstanding hospitality.
• Lead and support the concierge and front desk teams , providing guidance, training, and motivation.
• Ensure a consistent, luxury-level service that meets and exceeds resident expectations.
• Act as a problem-solver , handling resident requests promptly, professionally, and gracefully.
• Maintain clear communication with residents and stakeholders, ensuring their needs are met with efficiency and discretion.
• Be flexible and available to support the team , ensuring the operation runs seamlessly 24/7.
• Implement continuous improvements , always adapting services to enhance the resident experience.

This role primarily follows office hours but requires flexibility in response to business demands to ensure adequate support for the 24-hour operation.

Further responsibilities;

• Assist with the delivery and support of the Building Safety Act 2022 where appropriate; ensuring that the building is safe and feel safe for all.To ensure consistent knowledge of our vision & roots and all other service standards or operating procedures and assist in their implementation ensuring our residential & guest experiences at the property.
• Leading the team in order to consistently provide a sincere, courteous, bespoke and prompt welcome – for all stakeholders.
• Professionalism, accountability and integrity in all dealings for, and on behalf of all stakeholders.
• Motivation, training, development and encouragement of the team through service innovation, and continuous improvement.
• Proactive planning and action of the leadership plan to meet statutory, legal, contractual, contingency, and service requirements – at all times.
• Ensure compliance with the Landlord Tenancy Act 1985, and completion of all obligations relative to the lease and service agreements, including all aspects of lifestyle and managing agent services as identified by the stakeholders.
• Coordinate daily operations, ensuring quality-standards, and surpassing the expectations of all stakeholders.
• Closely support and deputise on behalf of the General Manager as required – ensuring One Crown Place brand standards are advocated.
• Maintaining awareness of cultural differences which are needed to meet individualistic requests and obligations.
• Anticipating stakeholder needs, including asking questions to better understand preferences – reading non-verbal communication cues, and acting on them, whenever possible.
• Following up on requests to ensure that expectations are always met, and when possible, surpassed.
• Acting as the building and Residents representative.

What can you bring?

We are looking for a highly efficient and motivated individual with the following skills and attributes:

• Curious and Solution-Driven – A proactive approach to problem-solving and a keen desire to learn.
• Strong Organisational Skills – Ability to manage multiple tasks effectively and maintain attention to detail.
• Cultural Understanding – Awareness and sensitivity to diverse backgrounds, ensuring inclusive communication.
• Dependability – Reliable, responsible, and able to work independently as well as part of a team.
• Exceptional Communication Flair – Strong verbal and written communication skills in English, with the ability to engage and persuade effectively.
• Service-Driven Mentality – A passion for delivering high-quality service and ensuring customer satisfaction.
• Persuasiveness – Confident in influencing and negotiating when needed.
• Team Mentality – A collaborative mindset, contributing positively to a team environment.
• Adaptability – Ability to thrive in a fast-paced and ever-changing environment.
• Assertiveness & Initiative – Proactive in decision-making, with a keen eye for detail.
• Additional Language Skills Beneficial – Mandarin-speaking candidates are particularly welcomed.
• Eligibility to Work in the UK – Candidates must have the right to work in the United Kingdom.

If you thrive in a dynamic setting and meet the above criteria, we would love to hear from you!