Front of House Manager - Elephant Park, London

Purpose of the Role

Elephant Park is a vibrant, award-winning mixed-use regeneration development in the heart of Elephant & Castle, London, featuring a major new central park, high-quality homes, and innovative retail, dining, and community spaces. Managed by Savills on behalf of the client, the portfolio includes key sites: Park & Sayer, Trafalgar Place, West Grove, and South Gardens, with a focus on exceptional resident experience, operational excellence, health & safety, and seamless multi-site service.

We are seeking a dynamic and experienced FOH Manager to provide clear leadership, coaching, performance management, and strategic oversight of all Concierge and Senior Concierge staff. Working collaboratively with the FOH Account Manager and Building Management, the role ensures smooth day‑to‑day operations, high-quality presentation across all FOH spaces, compliance with health & safety requirements, and continual service improvement.

As a key ambassador for Savills and the development, you will build strong stakeholder relationships and lead by example with a professional, positive approach. Flexibility is required, including one weekend day every two weeks and shift coverage as needed to maintain service excellence.

Key Responsibilities

Leadership and Team Management:

· Provide strong day-to-day leadership and line management to Concierge and Senior Concierge teams across all sites.

· Conduct structured performance management, including: one‑to‑ones, probation reviews, annual appraisals, absence management and return‑to‑work meetings, performance improvement plans, investigations and disciplinary processes

· Lead recruitment, onboarding and full induction programmes for new team members.

· Deliver regular team briefings, service refreshers, and coaching sessions to ensure delivery of Savills’ FOH standards.

· Ownership of team development plans, training needs analysis, upskilling, and succession planning.

· Act as a role model for professionalism, personal presentation, communication, and resident engagement

· To control and monitor operational spending, ensuring all costs remain within monthly and annual budget targets while continually identifying opportunities to reduce unnecessary expenditure.

· To work closely with the FOH Account Manager in preparing future departmental budgets and ensuring accurate forecasting for upcoming financial periods

Operational Leasership:

· Oversee consistent, high‑quality FOH and concierge operations across the portfolio.

· Ensure sufficient daily staffing levels through resource planning and rota review (final rota approval may sit with FOH Account Manager depending on structure).

· Conduct FOH quality audits, implementing corrective actions and monitoring improvement.

· Ensure all FOH spaces meet five‑star presentation standards at all times.

· Own and maintain FOH Standard Operating Procedures, service manuals, and training guides.

· Drive service efficiency, innovation, and continuous improvement.

· Support escalations from Senior Concierges and Concierges

Health and Safety & Compliance:

· Ensure FOH operations comply with building H&S policies, fire safety protocols, and mandatory training requirements.

· Conduct FOH‑focused H&S audits and report non‑compliance to Building Management.

· Lead emergency-readiness training and FOH scenario drills.

· Monitor CCTV, access control systems, and security procedures at an oversight and audit level (operational monitoring remains with Duty Managers/Concierge).

· Oversee the response to FOH‑related incidents, ensuring accurate logs and escalation pathways are followed

Resident experience:

· Act as the point of escalation for resident queries, service requests, or concerns related to FOH delivery.

· Act as the senior point of escalation for resident queries, service requests, or concerns related to FOH delivery.

· Build strong relationships with residents and stakeholders, contributing to a sense of community.

· Lead the resident engagement and enlivenment programme, including events planning and delivery.

· Attend Resident Association meetings, providing FOH operational updates.

· Ensure communal areas, including lobbies, lounges, gyms, and guest‑facing spaces, are well presented, safe, and fully operational.

Premises and building oversight & Safety Management:

· Audit routine site inspections to confirm safety, and quality standards.

· Work with maintenance, cleaning teams, and contractors to resolve issues swiftly, over contractors on-site to minimise disruption while ensuring compliance.

· Manage access control systems, CCTV monitoring, and related safety protocols.

· Lead effective responses to any safety incidents or emergencies.

· Attend to building management and operational issues as required when directly related to FOH service delivery.

Administrative & Reports:

· Conduct planned FOH inspections to ensure safety, standards, and functionality.

· Liaise with soft service providers, maintenance teams, and contractors to resolve issues efficiently.

· Supervise contractors working within FOH areas when required.

· Escalate building-related issues to the appropriate management team while ensuring timely updates and follow‑up.

Stakeholder & Personal Leadership Expectations

· Build and nurture strong, professional working relationships with residents, concierge/FOH teams, building management, tenants, contractors, and key stakeholders (including clients and Savills teams).

· Demonstrate a positive, enthusiastic, and excellence-driven mindset, always leading by example with impeccable personal presentation.

· Communicate proactively with your line manager on HR, training, performance, and any emerging issues.

· Respond flexibly to reasonable additional requests from the FOH Account Manager, Building Manager, or client representatives.

Working Arrangements

· The role operates primarily on a standard weekday schedule, with the requirement to attend one day per weekend every two weeks (e.g., Saturday or Sunday on a rotating basis) to support operational oversight, team presence, and resident service during higher-demand periods.

· Flexibility in working hours and patterns is essential, including the ability to adjust schedules, cover additional shifts, or respond to urgent needs to maintain uninterrupted high standards of service across the portfolio.

Skills, Knowledge and Experience

Must Have:

· Proven experience managing Front of House or concierge teams in luxury residential, corporate, or high‑end hospitality environments.

· Demonstrated HR and people‑management capability (full employee lifecycle).

· Excellent leadership, communication, and coaching skills.

· Strong understanding of FOH operations, service standards, and resident expectations.

· Experience conducting FOH quality audits and driving service improvement.

· Strong administrative and reporting skills, with proficiency in MS Office and property management systems.

· Solid understanding of building health & safety and fire‑safety protocols.

· Ability to remain calm, professional, and solutions‑focused in high‑pressure situations.

· Impeccable personal presentation.

Desirable:

· Valid CCTV license

· IOSH Managing Safely Certificate

· Valid First Aid at Work Certificate

· Fire Warden

· A working knowledge od Dwellant (Concierge Assistant), Traka, ParcelSafe, Data Station,

The candidate attributes detailed above are considered to be non essential although training will be provided on more technical aspects of the role.

Working Hours - 37.5 hours per week

Salary - £45-50k

#LI-DNI

Please see our Benefits Booklet for more information.