Front of House Manager

FRONT OF HOUSE MANAGER – LOCKE CAMBRIDGE & HYATT CENTRIC CAMBRIDGE 

We are seeking an experienced and guest-focused Front of House Manager to lead our on-property front of house and guest services team. This role is responsible for ensuring smooth daily operations, exceptional guest experiences, and high service standards across reception, concierge, and guest relations.

The successful candidate will be a confident leader with strong operational knowledge and a passion for hospitality excellence.

THE STAGE IS SET

The stage is set for something different. We don’t run conventional hotels; we build places with character and intent.

What began as a small UK aparthotel portfolio has grown into a European collection recognised for design and atmosphere - and we’re now entering a new chapter. As we redefine the brand and evolve our identity, we’re focused on creating spaces that feel compelling, contemporary, and truly distinctive. Locke leads with bold expression; Cove by Locke refines that same spirit into a quieter, more streamlined approach.

Guests come to rest, work, or escape. Comfort is a given - great beds, hot showers, genuine service. But we aim to create moments that feel memorable and a little unexpected, bringing back the sense of mood hospitality often lost.

This is our backdrop. We’re on an exciting journey step on stage and play your part.

THE WORK IN YOUR HANDS

Guest Experience & Service Leadership

• Champion a guest‑first culture, ensuring every guest interaction aligns with our brand personality and service expectations
• Lead by example on the floor - being visible, hands‑on, and approachable during peak times
• Resolve guest concerns with empathy, urgency, and creativity
• Maintain high standards of cleanliness, ambience, and arrival experience in the lobby and front of house spaces

Operational Management

• Oversee daily front of house operations including reception, housekeeping, maintenance and Food & Beverage (where applicable)
• Manage room inventory, availability, and rate controls in collaboration with Revenue Management
• Ensure efficient check‑in/check‑out processes and a smooth flow of operations
• Maintain strong relationships with Housekeeping and Maintenance to ensure room readiness and quality
• Implement and monitor SOPs, ensuring compliance with brand and legal standards

Team Leadership & Development

• Recruit, train, coach, and inspire the front of house team to deliver standout service
• Create a positive, inclusive team culture that reflects lifestyle hospitality
• Conduct regular performance reviews and support career development
• Schedule, plan, and manage workforce budgets and payroll

Financial & Rooms Performance

• Drive upselling, room category optimisation, and non-room revenue opportunities
• Monitor departmental budgets and control operational costs without compromising guest experience
• Review daily, weekly, and monthly performance reports and identify improvement opportunities

Systems, Technology & Compliance

• Oversee the functionality and use of key systems (PMS, POS, payment solutions, mobile guest platforms)
• Ensure compliance with health & safety standards, data protection, and cash handling procedures
• Identify opportunities to use technology to enhance the guest experience and team efficiency

General Operations & Team Support

• Work flexibly across multiple areas depending on business needs
• Support events, activations, and lifestyle programming
• Ensure public areas remain clean, inviting, and on-brand
• Maintain a positive, supportive, and inclusive team environment
• Follow all hotel policies, safety procedures, and brand standards

Naturally this is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.

THE FIRE YOU CARRY

• Passionate about rooms operations and delivering exceptional guest experiences
• A natural people leader with strong communication, coaching, and problem‑solving skills
• Energetic, adaptable, and comfortable working in a fast‑paced, guest‑focused environment
• Ability to work under pressure and adapt to changing priorities
• Strong commercial awareness with the ability to influence rooms performance

YOUR PROVEN TRACK

• Minimum 5 years of experience in hotel operations, with at least 2 years in a managerial role
• Proven experience in a front of house leadership role within lifestyle, boutique, or design‑led hotels
• Knowledge of PMS, POS and operational software

WHAT WE LOOK FOR

We’re here to rethink what a modern lifestyle hotel can be. That takes pace, creativity, and people who enjoy working with purpose.

If you’re comfortable with change, motivated by ideas, and focused on crafting meaningful guest experiences, you’ll do well here. We value individuals who can hold a vision, appreciate atmosphere, and want their work to have impact.

Skills can be taught. Mindset can’t. There’s no single template for success here - just the right approach and willingness to grow.