Director of Front Office

The Director of Front Office plays a critical and strategic leadership role at The Marylebone, directly responsible for shaping the first and last impressions of every guest while championing service excellence across the entire Front of House. Managing the Front Office, Guest Experience, Concierge, and Room Control teams, this position is integral to delivering a seamless, anticipatory, and truly personalised guest journey. As a key member of the leadership team, the Director is expected to elevate operational execution, team culture, and guest satisfaction while aligning closely with Forbes Travel Guide standards and the hotel’s ambition to secure and retain 5-star status.

• Act as a cultural leader within the hotel, setting the tone for professionalism, engagement, and guest obsession across all FOH teams.
• Uphold and embed Forbes service standards and luxury brand values across all interactions and touchpoints.
• Drive departmental transformation to shift from task execution to guest experience curation — raising the bar across every guest touchpoint.
• Foster a mindset of proactive service, ownership, and continuous improvement through strong leadership, role modelling, and communication.
• Directly lead and develop the Front Office Manager, Guest Experience Manager, Concierge, and Room Controller, setting clear goals and behavioural expectations.
• Build a strong succession pipeline by identifying talent, creating growth pathways, and championing internal development.
• Champion a high-performance culture through consistent coaching, structured feedback, recognition, and clear accountability.
• Oversee all aspects of the guest journey — from pre-arrival, arrival, in-stay service, to departure and post-stay follow-up.
• Personally engage with guests daily, especially VIPs and repeat clients, and lead the service recovery process where needed.
• Implement and continuously evolve standards based on Forbes, LQA, and brand expectations; conduct mystery audits, training refreshers, and team calibrations.
• Lead the Room Controller function to ensure optimal room allocation, overbooking strategy execution, and delivery of special requests.
• Ensure VIP setups, returning guest preferences, and special occasion moments are communicated and executed to standard.
• Guarantee smooth daily operations across all front-facing areas, ensuring teams are adequately staffed, briefed, and equipped.
• Conduct regular shift walk-throughs, briefing audits, and checklist reviews to monitor standards and consistency.
• Drive upselling and ancillary revenue generation through coaching, incentives, and performance tracking.
• Partner with Revenue, Sales, and Reservations to ensure strong communication around occupancy, group movements, VIPs, and availability strategy.
• Analyse P&L performance monthly and lead improvement plans within areas of responsibility.
• Introduce innovative practices and digital solutions to streamline processes and elevate the guest experience.
• Lead preparation for external inspections and internal audits with a focus on readiness, documentation, and colleague confidence.

Candidate Profile

• Extensive experienve in a senior Front Office leadership role within a luxury 5-star hotel
• Direct experience managing multiple teams across Reception, Guest Services, Concierge, and Room Control
• Proven ability to lead change, elevate team culture, and implement luxury service standards
• Strong financial and commercial awareness with operational P&L ownership
• Excellent interpersonal, presentation, and conflict-resolution skills
• Advanced knowledge of PMS systems (Opera), guest feedback systems, and Microsoft Office Suite
• Experience preparing for and passing Forbes or LQA inspections
• Previous leadership experience in a luxury property

The Perks of working for The Marylebone Hotel:

• TripAdvisor Incentives
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

 

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.