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- Tasks: Lead the Front Office team to create unforgettable guest experiences at The Marylebone.
- Company: The Doyle Collection is a luxury hotel group known for its warm, thoughtful service.
- Benefits: Enjoy perks like upselling incentives, generous holiday allowance, and discounts at our hotels.
- Why this job: Join a culture of excellence and innovation while making a real impact on guest satisfaction.
- Qualifications: Must have extensive experience in luxury hotel leadership and strong financial acumen.
- Other info: Be part of a diverse team that values inclusion and personal development.
The predicted salary is between 64000 - 84000 £ per year.
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Group Head of Talent @ The Doyle Collection – RL100 Member
The Director of Front Office plays a critical and strategic leadership role at The Marylebone, directly responsible for shaping the first and last impressions of every guest while championing service excellence across the entire Front of House. Managing the Front Office, Guest Experience, Concierge, and Room Control teams, this position is integral to delivering a seamless, anticipatory, and truly personalised guest journey. As a key member of the leadership team, the Director is expected to elevate operational execution, team culture, and guest satisfaction while aligning closely with Forbes Travel Guide standards and the hotel’s ambition to secure and retain 5-star status.
- Act as a cultural leader within the hotel, setting the tone for professionalism, engagement, and guest obsession across all FOH teams.
- Uphold and embed Forbes service standards and luxury brand values across all interactions and touchpoints.
- Drive departmental transformation to shift from task execution to guest experience curation — raising the bar across every guest touchpoint.
- Foster a mindset of proactive service, ownership, and continuous improvement through strong leadership, role modelling, and communication.
- Directly lead and develop the Front Office Manager, Guest Experience Manager, Concierge, and Room Controller, setting clear goals and behavioural expectations.
- Build a strong succession pipeline by identifying talent, creating growth pathways, and championing internal development.
- Champion a high-performance culture through consistent coaching, structured feedback, recognition, and clear accountability.
- Oversee all aspects of the guest journey — from pre-arrival, arrival, in-stay service, to departure and post-stay follow-up.
- Personally engage with guests daily, especially VIPs and repeat clients, and lead the service recovery process where needed.
- Implement and continuously evolve standards based on Forbes, LQA, and brand expectations; conduct mystery audits, training refreshers, and team calibrations.
- Lead the Room Controller function to ensure optimal room allocation, overbooking strategy execution, and delivery of special requests.
- Ensure VIP setups, returning guest preferences, and special occasion moments are communicated and executed to standard.
- Guarantee smooth daily operations across all front-facing areas, ensuring teams are adequately staffed, briefed, and equipped.
- Conduct regular shift walk-throughs, briefing audits, and checklist reviews to monitor standards and consistency.
- Drive upselling and ancillary revenue generation through coaching, incentives, and performance tracking.
- Partner with Revenue, Sales, and Reservations to ensure strong communication around occupancy, group movements, VIPs, and availability strategy.
- Analyse P&L performance monthly and lead improvement plans within areas of responsibility.
- Introduce innovative practices and digital solutions to streamline processes and elevate the guest experience.
- Lead preparation for external inspections and internal audits with a focus on readiness, documentation, and colleague confidence.
Candidate Profile
- Extensive experienve in a senior Front Office leadership role within a luxury 5-star hotel
- Direct experience managing multiple teams across Reception, Guest Services, Concierge, and Room Control
- Proven ability to lead change, elevate team culture, and implement luxury service standards
- Strong financial and commercial awareness with operational P&L ownership
- Excellent interpersonal, presentation, and conflict-resolution skills
- Advanced knowledge of PMS systems (Opera), guest feedback systems, and Microsoft Office Suite
- Experience preparing for and passing Forbes or LQA inspections
- Previous leadership experience in a luxury property
The Perks of working for The Marylebone Hotel:
- Upselling incentives
- Holiday allowance increasing with length of service up to 25 days
- Free meals on duty
- 50% discount when dining with The Doyle Collection
- Discounted rates when staying in our hotels
- Training dedicated to personal development
- Cycle to work scheme
- Discounts in selected stores and online shops
- Life Insurance and Company Pension
- Complimentary uniform and dry cleaning
- One paid volunteering day per year
- Free access to the Employee Assistance Programme
- Hotel Incentives and rewards
- Staff summer parties, Christmas parties and regular team get togethers
- Refer a Friend bonus scheme
The Marylebone, London
Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.
The Doyle Collection
The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos – a real warmth and thoughtfulness.
We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.
Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.
Seniority level
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Seniority level
Director
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Hospitality
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Director of Front Office (London) employer: The Doyle Collection
Contact Detail:
The Doyle Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Front Office (London)
✨Tip Number 1
Network with current and former employees of The Doyle Collection. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations for the Director of Front Office role.
✨Tip Number 2
Familiarise yourself with Forbes Travel Guide standards, as this role heavily emphasises luxury service. Understanding these standards will not only help you in interviews but also demonstrate your commitment to excellence in guest experience.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams in a luxury hotel environment. Highlight your experience in managing multiple departments and driving service excellence, as this is crucial for the position.
✨Tip Number 4
Showcase your financial acumen by being ready to discuss P&L management and how you've previously improved operational performance. This will align with the expectations of the role and demonstrate your strategic thinking.
We think you need these skills to ace Director of Front Office (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in senior Front Office leadership roles, particularly within luxury 5-star hotels. Emphasise your direct management of multiple teams and any specific achievements that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest service excellence and your ability to lead change. Mention how you can uphold Forbes service standards and contribute to the hotel's ambition of maintaining 5-star status.
Highlight Relevant Skills: In your application, clearly outline your strong financial and commercial awareness, as well as your advanced knowledge of PMS systems like Opera. Include examples of how you've successfully prepared for and passed inspections such as Forbes or LQA.
Showcase Leadership Qualities: Demonstrate your leadership skills by providing examples of how you've fostered a high-performance culture, developed talent, and driven departmental transformation in previous roles. This will resonate well with the expectations of the Director of Front Office position.
How to prepare for a job interview at The Doyle Collection
✨Showcase Your Leadership Skills
As a Director of Front Office, you'll need to demonstrate your ability to lead multiple teams effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a high-performance culture.
✨Understand Luxury Service Standards
Familiarise yourself with Forbes Travel Guide standards and luxury service expectations. Be ready to discuss how you would implement these standards at The Doyle Collection and share any relevant experiences from your previous roles.
✨Highlight Financial Acumen
Since the role involves P&L ownership, be prepared to discuss your financial management experience. Bring examples of how you've analysed performance metrics and implemented improvement plans to drive revenue and guest satisfaction.
✨Engage with the Guest Experience
The role is all about enhancing the guest journey. Think of specific instances where you've gone above and beyond for guests, especially VIPs. Be ready to explain how you would ensure a seamless and personalised experience for every guest at The Marylebone.
