This is the opportunity for a service-driven hospitality professional to oversee and elevate Front of House and Concierge operations across a prestigious portfolio of premium residential and commercial properties as Multi-site Head of Concierge & Front of House Operations Manager.

Location: London – Multi-Site Portfolio
Job Type: Full-Time, Permanent
Sector: Luxury Residential, Build-to-Rent & Premium Property Management
Salary: £50,000 – £60,000

You’ll be joining an established and highly regarded property management company.

They’re recruiting an individual who brings the service standards, attention to detail and customer-focused approach associated with five-star luxury hotels, premium residential developments or Build-to-Rent environments.

Core focus of the role

The successful candidate will be responsible for driving operational excellence, developing high-performing teams, implementing consistent service standards and ensuring an exceptional experience for residents, occupiers and visitors across multiple locations.

This position would suit an experienced Head Concierge, Cluster Front Office Manager, Assistant General Manager or senior hospitality professional who has previously managed operations across multiple properties and is looking to take the next step in their career.

Day-to-day of the role

Multi-Site Operations Management

• Oversee the day-to-day performance of Front of House and Concierge teams across multiple residential and commercial properties.
• Ensure consistent operational standards, service delivery and customer experience across the portfolio.
• Conduct regular site visits, reviewing operational performance, identifying service gaps and implementing improvements.
• Support new property mobilisations, including recruitment, operational readiness, procedures and service implementation.

Leadership & People Management

• Lead, mentor and develop Front of House Managers, Head Concierges and on-site concierge teams.
• Support recruitment, onboarding, training, performance management and succession planning.
• Oversee staffing structures, workforce planning and rota efficiency to ensure appropriate coverage across the portfolio.
• Foster a positive, professional and service-led culture focused on accountability, teamwork and continuous improvement.

Luxury Service & Customer Experience

• Establish and maintain exceptional customer service standards inspired by five-star luxury hospitality.
• Develop and implement Front of House procedures, service standards and Standard Operating Procedures (SOPs).
• Ensure teams consistently deliver personalised, professional and proactive services to residents, occupiers and visitors.
• Manage complex customer complaints and escalations, ensuring timely resolution and positive outcomes.
• Identify opportunities to enhance the customer journey, resident engagement and overall service experience.

Quality Assurance & Training

• Conduct regular service audits, site inspections and operational performance reviews.
• Work collaboratively with Learning & Development teams to identify training needs and support service improvement programmes.
• Implement consistent service standards, coaching initiatives and quality assurance processes across all locations.
• Monitor customer feedback, mystery shopping results and service performance indicators, developing action plans where required.

Stakeholder & Client Management

• Build strong working relationships with property managers, clients, residents and senior operational stakeholders.
• Act as a key point of contact for operational matters, service improvements and escalated customer issues.
• Collaborate with building management, security, maintenance and facilities teams to ensure seamless service delivery.
• Support client meetings, operational reviews and new business mobilisations.

Commercial & Operational Performance

• Support budget management, payroll control, workforce planning and operational cost efficiencies.
• Monitor service KPIs, staffing performance, customer satisfaction and operational expenditure.
• Identify opportunities to improve efficiency without compromising service quality.
• Produce regular operational reports and recommendations for senior management.

Skills you need

We are particularly interested in candidates who have developed their careers within luxury hotels, Build-to-Rent, premium residential developments, serviced apartments or high-end property management environments.

The ideal candidate will demonstrate:

• Proven experience managing Front of House, Concierge or Guest Services operations across multiple sites or properties
•  A strong background within five-star luxury hotels, Build-to-Rent or premium residential environments.
• Previous experience as a Head Concierge, Cluster Front Office Manager, Assistant General Manager, Front of House Operations Manager or similar senior leadership position.
• Experience managing, developing and motivating large or geographically dispersed teams.
• A thorough understanding of luxury hospitality standards, personalised service and customer experience.
• Strong experience implementing SOPs, operational procedures and service improvement initiatives.
• Experience managing staffing budgets, workforce planning, payroll and operational performance.
• Excellent communication, stakeholder management and problem-solving skills.
• The ability to balance strategic oversight with a visible, hands-on operational approach.
• Flexibility to travel regularly between properties across London.

Desirable Experience

• Experience mobilising new residential developments, hotels or premium property instructions.
• Exposure to both luxury hospitality and residential property management.
• Experience implementing quality assurance frameworks, service audits or mystery shopping programmes.
• Knowledge of building operations, health and safety, security procedures and contractor management.
• Experience managing 24/7 concierge or Front of House operations.

Why consider this opportunity?

This is an opportunity to play an influential role within an established organisation that places exceptional customer experience at the centre of its service offering. You will have the opportunity to:

• Oversee a prestigious portfolio of premium properties.
• Influence and develop Front of House service standards across multiple locations.
• Lead and develop high-performing concierge and hospitality teams.
• Introduce innovative service improvements and operational efficiencies.
• Support new property mobilisations and the continued growth of the portfolio.
• Work closely with senior leadership and key clients in a highly visible operational position.

To apply

If you are an experienced multi-site Head Concierge, Assistant General Manager or luxury hospitality operations professional looking for your next career opportunity, we would welcome a confidential conversation.

Submit your CV for the Head of Concierge & Front of House Operations Manager job by clicking on the apply button and filling in the required fields. Your submission will be sent to Ed Tree.