Job Description

Assistant Director of Front Office

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Contract:

Permanent

Salary:

Excellent salary & benefits

The

Assistant Director of Front Office

is a pivotal leadership role at The Marylebone Hotel, responsible for overseeing the day-to-day performance of the Front Office and Guest Experience teams. Reporting directly to the Director of Front Office, you will ensure luxury service standards are consistently delivered across all guest touchpoints, while developing a motivated, high-performing team culture in line with Forbes and brand expectations. You will act as the operational lead for the front-facing departments and be a key figure in shaping first and last impressions, leading from the floor, and ensuring that every guest receives a warm, personalised, and seamless experience.

Key Responsibilities

Team Leadership & Departmental Oversight

Directly lead and support the Front Office Manager and Guest Experience Manager, providing guidance, coaching, and performance feedback. Ensure daily alignment across Reception, Guest Experience, Concierge, Duty manager and Rooms, driving consistent standards and communication. Deliver daily briefings, ensure pre-shift readiness, and conduct live coaching and post-shift reviews. Foster a unified Front of House culture that is proactive, guest-obsessed, and focused on excellence. Operational Execution

Guest Experience & Service Excellence

Personally engage with VIPs, long-stay guests, and returning visitors to ensure loyalty, recognition, and elevated service. Supervise the execution of all guest preferences, welcome amenities, and special occasions across departments. Monitor and respond to feedback through ReviewPro and internal channels, leading service recovery and follow-up efforts working with our Quality manager on these areas. Support mystery audits, Forbes readiness, and service culture initiatives by facilitating refreshers and on-the-floor coaching. Be a champion for Quality for the department. Monitor and drive GHA program excellence ensuring members are recognised, their benefits delivered, and their loyalty rewarded with warmth and consistency.

People Development & Succession

Support recruitment, onboarding, probation reviews, and performance development plans for the Front Office and Guest Experience teams. Build bench strength by mentoring junior managers and identifying future talent for succession planning. Drive a culture of recognition, motivation, and accountability with regular 1:1s, check-ins, and team celebrations. Systems, Compliance & Reporting Ensure data accuracy and guest profiling in Opera PMS and relevant systems. Manage daily reporting, rota oversight, payroll checks, and briefings on occupancy, VIPs, and guest movements. * Ensure GDPR compliance,