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Front of House & Hospitality Manager

Details


1118994


University of Warwick


30/09/2026


Other - See Job


36.5 hours per week (5 over 7 days) which may include evenings, weekends and/or bank/customary/statutory holidays.


Smart Casual

Pay


£18.76


£2.26

Description

Role

Warwick Business School is seeking an experienced and customer-focused Front of House & Hospitality Manager to lead the day-to-day operation of its London Base, located within The Shard, one of London's most iconic and prestigious business locations.

This is an exciting opportunity to lead a dedicated team of Front of House and Events Assistants, delivering an exceptional experience for students, delegates, corporate clients, visitors and colleagues. The successful candidate will oversee the smooth running of a busy teaching, meeting and event environment, ensuring the highest standards of hospitality, service delivery and operational excellence are consistently achieved.

Leading from the front, you will inspire and support a small team of Front of House professionals, helping to create a welcoming, professional and world-class environment that reflects the reputation of Warwick Business School.

Duties and responsibilities

Team Management

  • Lead, motivate and manage a team of Front of House and Events Assistants to provide the highest level of customer service. Undertake skills enhancement and personal development through monitoring and mentoring, on an individual and team basis.
  • Develop and implement appropriate processes and procedures to ensure Front of House services are of the highest standard.
  • Establish standard operating procedures to ensure the highest level of customer service to building users. Ensure continuous improvement in systems and procedures by constantly assessing and creating new routines of work which result in the highest possible standards for all stakeholders.
  • Oversee the administration of room bookings at the WBS London Base location for teaching and non-teaching-related bookings, and advise staff on suitable accommodation for meetings and events, often high-profile in nature. Responsible for facilitating building access for visitors and vendors in line with landlord requirements.
  • Manage the Front of House team rota, including contingency planning to always ensure adequate cover.

Events Management

  • Provide hospitality coordination, taking a lead role in facilitating visitor hospitality and catering arrangements.
  • Maintain an overview of bookings in The Shard, ensuring appropriate staffing cover is in place to meet fire regulations re adhered to and to ensure an excellent customer service to Shard users.
  • Source and negotiate with vendors and suppliers to ensure appropriate catering, and other services, provision for events.

Facilities Services

  • Ensure all public spaces in the WBS London Base areas are tidy and maintained to a high standard and are presentable at all times. Ensure all reports for maintenance are proactively referred to the appropriate team and addressed in a timely manner, liaising with the Buildings & Facilities Manager as appropriate.
  • Ensure all enquiries to WBS’ London base (via email resource account or telephone) receive an appropriate response, liaising as necessary to other teams within WBS as appropriate.
  • Maintain and ensure a consistent quality of service is delivered to customers by the FOH team. Administer a professional front-of-house, dealing with visitors in person ranging from executives to current and prospective students. Maintain a professional appearance in keeping with a front-of-house role for a leading business school in a distinctive and cutting-edge location.
  • Ensure health and safety requirements are disseminated to, and managed by, the Front of House Team.

Ad hoc

  • Other projects and duties, aligned with the role, as directed by the Operations Director.

Skills and experience

Essential:

  • Proven experience managing a Front of House, Events, Hospitality or Customer Services function within a fast-paced environment.
  • Demonstrable experience leading, motivating and developing high-performing Front of House teams to deliver outstanding customer service.
  • Excellent customer service skills, with a passion for creating exceptional experiences for clients, visitors, delegates and other stakeholders.
  • Strong leadership skills, with the ability to support, coach and appropriately challenge team members to achieve high standards of performance.
  • A hands-on management style, with the willingness and ability to work alongside the team and step in to support operational delivery when required.
  • Experience leading operational event delivery, including overseeing room setups, furniture layouts, catering arrangements and audio-visual requirements.
  • Willingness and ability to actively participate in room and event setup activities alongside the team, ensuring spaces are presented to the highest standards and ready for use.
  • Excellent interpersonal and communication skills, with the confidence to build effective working relationships at all levels.
  • Strong organisational and planning skills, with meticulous attention to detail.
  • Ability to manage multiple priorities simultaneously, work under pressure and meet competing deadlines.
  • Ability to work independently, exercise sound judgement and make decisions in a fast-paced operational environment.
  • Proactive and solutions-focused, with the ability to identify issues, anticipate challenges and implement effective solutions.
  • Experience working both independently and collaboratively as part of a wider team.
  • Good IT skills, including proficiency in Microsoft Office applications and experience using booking, event management or CRM systems.
  • Basic knowledge and experience of audio-visual technology and meeting room/event support.
  • Ability to act as an ambassador for the department and organisation, maintaining the highest standards of professionalism, presentation and service delivery.

Desirable:

  • Experience managing shift-based teams, including rota planning, absence management and resource allocation.
  • Previous experience within a conference centre, events venue, hotel, hospitality setting or corporate Front of House environment.
  • Experience managing high-profile meetings, conferences, teaching events or VIP visits.
  • Experience driving service excellence initiatives and continuously improving the customer experience.
  • Knowledge of event operations, venue management and hospitality service delivery.
  • Experience using event management, room booking or hospitality systems.

Location
WBS – London (The Shard)

Additional information

  • Start and end date: ASAP until 31 October 27
  • Deadline to apply: Tuesday 29th September 26

Please povide a CV and cover letter with your application. If the application questions below do no allow you to add any comments, please include the below questions and answers in your cover letter to include your response there instead:

1. Do you have experience managing a Front of House, hospitality, customer service or venue operations team?

Yes / No 

If yes, please briefly describe the size of the team and the environment.

2.Have you worked in a hospitality, hotel, conference centre, events venue, higher education or similar customer-facing environment?

Yes / No

If yes, please provide details.

3. This role is based at Warwick Business School's London Base in The Shard and requires flexibility to work a 36.5-hour week over 5 days from 7, including evenings and weekends. Are you able to meet this requirement?

Yes / No

Please note upon applying for this role you are consenting to your contact details being shared directly with the hiring manager.

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