Director of Front of House
We have an exciting opportunity for a Director of Front of House to join the Rooms division at Shangri-La The Shard, London . You will lead Front Office, Service Centre, Concierge and Guest Relations, taking a hands-on approach to delivering the Shangri-La Experience. As a visible leader and a key point of contact for guests, you will set the standard for how we listen, respond and make each stay personal, whether guests reach us in person, by phone or by email.
As the Director of Front of House you will coach department heads, develop future leaders and plan staffing around business levels. You will use guest feedback to improve service and strengthen guest loyalty, work with Housekeeping and Engineering to maintain standards across guest floors and public areas, and partner with Revenue & Customer Sales to drive occupancy, average daily rate and Rooms profitability.
What we are looking for?
A warm, approachable leader with senior Front of House or Rooms division experience in a luxury hotel.
Strong operational knowledge across Front Office, Concierge, Guest Relations and guest communications.
A track record of recruiting, coaching and developing teams, including department heads.
Excellent communication skills and the judgement to handle complex guest enquiries with care and discretion.
Commercial awareness and experience with budgeting, forecasting, labour planning and upselling.
You will:
Lead by example in guest interactions, using feedback and guest preferences to make each stay more personal.
Support department heads through regular one-to-ones, performance reviews and career development planning.
Manage staffing and operating costs, and work with Revenue & Customer Sales to deliver monthly upselling targets.
Carry out quality checks and coordinate with Housekeeping and Engineering on preventive maintenance and service standards.
Uphold Shangri-La's standards for quality, hygiene, safety and security, and ensure teams are trained to respond to emergencies.
Demonstrate humility, courtesy, respect, helpfulness and sincerity in your work with guests and colleagues.
Who are we?
We are Shangri-La, The Shard, London, the first elevated luxury hotel in the city and Western Europe's tallest building. Our guests dine with unparalleled views across London, capturing the city's most historic area, inclusive of Tate Modern, St. Paul's Cathedral, and Borough Market. Our award-winning restaurants and bars, offer an incredible world of dining in the clouds. As a valued member of our team you will be integral to our guests experience from the off-set and our team will ensure you have everything you need to succeed in your career with us.
In joining the Shangri-La Hotel London, we will offer you an array of exclusive benefits and lifestyle options such as, but not limited to:
Comprehensive benefits package that includes private medical, dental cover and life assurance.
Competitive and generous pension contribution scheme.
50% discounts in our exclusive award-winning luxury Restaurants and Bars.
Staff rates at properties worldwide.
Complimentary dining whilst at work.
Complimentary dry-cleaning service for your work attire.
Annual season travel ticket loan to support you in your journey to work.
Exclusive discounts across London Bridge area via the "Shard Card "membership scheme.
Loyalty benefits- such as complimentary stays, monetary recognition for long service
Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates.
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Director of Front of House in London employer: Shangri-La Hotel at The Shard
Shangri-La The Shard, London is an exceptional employer that values its team members by fostering a supportive and dynamic work culture. As a Night Chef, you will benefit from opportunities for professional growth within a prestigious establishment, while enjoying the unique advantage of working in one of London's most iconic locations, known for its commitment to excellence in hospitality.
Contact Details:
Shangri-La Hotel at The Shard Recruitment Team
