Based in leafy Chiswick, The Hogarth Health Club, part of The Hogarth Group, strives to be West London’s ultimate destination for complete, personalised wellbeing. We are a premium, independent Club that creates a warm and uplifting environment where everyone is supported and inspired to reach their personal best. To expertly combine science-led insight with purposeful innovation across the full spectrum of health and wellbeing, and cultivate a community where we all belong to something truly special.
Role overview
As Front of House Manager, you will be a self-starter, able to lead the entire Front of House operation, spanning Reception, Bar and overall Front of House service, to deliver a consistently premium member experience. You will take full ownership of service standards, team performance, operational compliance, and cost control across all Front of House touch-points. By inspiring, coaching, and setting clear expectations for a unified FOH team, you ensure every interaction supports member retention, strengthens community engagement, and reflects the Club’s commitment to creating a happy and healthy environment for all members.
Responsibilities
MEMBER EXPERIENCE
- Actively review FOH service standards daily, report on this and deliver improvement plans
- Invite member feedback during Club walkarounds, document and follow-up on this
- Overall responsibility for ensuring FOH staff are keeping reception and bar areas clean and tidy
- Provide reviews to Compliance and General Manager
- Ensure FOH deliver smooth check-in process for members or external clients including the Clinic and Medispa
- Own member feedback from the bar and kitchen and share with GM and wider team
- Collaborate with Communications team and other stakeholders on ways to promote the bar and kitchen offering to members.
TEAM MANAGEMENT
- Create monthly rota for FOH staff, ensuring staff levels maintained in accordance with business needs and Working Time Regulations
- Set and monitor probation goals and expectations for new joiners, supported by inclusive induction training
- Maintain accurate records on SafeHR for direct reports, including up-to-date training logs, timesheet management, tracking lateness and absence accurately and consistently – proactively spotting and acting upon trends
- Perform Return to Work meetings and pass on relevant information
- Perform monthly ‘swipe’ analysis for FOH team and provide feedback, spotting any trends and reporting them to senior team and People Team
- Ensure FOH staff are briefed and knowledgeable in all departmental activities, events, Club updates and membership news
- Ensure FOH staff are briefed daily by the Kitchen
- Ensure FOH staff are briefed on any new Club policies and procedures – follow-up on understanding of these
- Hold purposeful development meetings with FOH staff – providing minutes to DGM, GM and People team with clear follow up actions, standards and KPIs
- Assess training requirements and proactively raise ideas to DGM, DM and People Team
- Overall responsibility for ensuring FOH standards are met across bar and reception, including presentation, service standards, safety and security measures
AUDITING, ADMINISTRATION AND REPORTING
- Perform monthly Duty Manager and periodic FOH (working across bar and reception) shifts to maintain knowledge and demonstrate excellence
- Manage all till updates and conduct random till reconciliations across bar and reception, and investigate any discrepancies
- Spot check telephone calls daily, report and provide feedback, utilising this data for training and measuring improvement
- Overall responsibility for various stock item ordering, proactive cost control, minimising waste and providing effective reporting, managing invoices for bar stock ordering
- Hold regular meetings with The Pantry (kitchen contractors) to provide data (e.g. covers, how dishes are performing, wait times, revenue), collaborate on improvements and own internal action points
- Hold monthly meeting with General Manager and Deputy General Manager to deliver analysis on cost control and FOH team trends, including staffing, absence, performance, challenges and own subsequent improvement action points
- Collaborate with finance and management on setting budgets with cost control and profit margins in mind
- Set team KPIs in accordance with business goals
- Ensure legal compliance for alcohol service, maintaining appropriate licenses and security.
ADDITIONAL INFORMATION
- It is a requirement that you complete and keep up-to-date with relevant First Aid, Pool Responder, Fire Evacuation, Food Hygiene & Safety Standards training as indicated by your manager.
QUALIFICATIONS & EXPERIENCE REQUIRED
- Proven managerial experience in front of house, customer experience, or similar, particularly in hospitality, leisure, FMCG, or retail environments.
- Strong team leadership and people management skills, experience managing large teams on varying hours
- Commercial awareness, experience in stock and cost control, with spreadsheet and reporting capability desirable
- Ability to balance service excellence and operational discipline with a human approach
- Ideally already Food Hygiene & Safety; and First Aid trained / qualified.
If you match the above requirements and are excited about this role, please click apply to send your CV. We will always respond to your application within 7 days, via a call or email. We look forward to hearing from you.
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