Front of House Manager

London (Central), London (Greater)
22 Jul 2014
22 Aug 2014
Full Time
Contract Type

Company Information

Bell Pottinger is an international full-service communications business. We have worked in sixty countries, advising world leaders in politics and business, supporting communications executives in every industrial and commercial sector, and managing reputations and brands in every communications medium.

Bell Pottinger’s Front of House team is situated at the heart of the company. The team are the face of the brand and present a professional but friendly manner to every guest who enters the floor; be it client, supplier, courier or international employee. We are looking for a well presented and experienced Front of House manager to join our team to run the reception function seamlessly. They will manage the two current receptionists, ensuring we provide a high level service at all times in a challenging and reactive environment.

Reporting to: Hanna Smith, Group Operations Manager

Job Specification

  • Provide and manage a professional Front of House service
  • Management of Front of House processes
  • To act as an efficient and personable first point of contact for incoming calls, Bell Pottinger clients and face-to-face internal enquiries
  • To ensure the reception and client area reflects the corporate image of the company and the highest standards of the brand
  • To constantly seek to improve the FOH experience for guests and colleagues
  • To organise internal and external meetings (including room bookings, hospitality set-up, event set-up and AV assistance).  Responsible for presentation of meeting rooms and condition of equipment
  • Working with the receptionists on a rotational basis to ensure meeting room catering requirements are met
  • To liaise with Office Managers and/or PAs where job responsibilities overlap i.e. meeting rooms bookings, post, ordering/booking taxi, couriers, stationery orders
  • To assist the Operations team with small ad-hoc projects and provide support to facilities management
  • Maintain Front of House manuals to ensure they are compliant with both Bell Pottinger and landlord procedures
  • Flag and follow-up building maintenance enquires with the facility management team
  • Be available to alternate between shifts of 07:30 – 15:30, 10:30 – 18:30 and 09:00 – 17:00 to ensure the core business hours are satisfied
  • Ensure all first aid boxes are well stocked and ensure the fire warden / first aiders lists are up to date and adequate training is completed

Management Duties

  • Act as Line Manager to both FOH staff and oversee the FOH operations
  • Monitor work performance, timekeeping, general discipline and implement staff dress code
  • Escalate any personnel or operational issues to the central operations team
  • To recruit new staff and carry out training sessions
  • Analyse current best practices and as manager, taking a lead in implementing improvement and change where necessary
  • Management of team resource and documentation of annual leave and sickness
  • Managing the relationship with preferred suppliers such as catering and IT to ensure all meeting room set up requirements are met
  • Manage the relationship with the company cleaners; ongoing quality control in reception and meeting room areas
  • Ensure any major facility / building issues are escalated to Hanna Smith in a timely fashion
  • Proactive management of meetings rooms; identifying booking patterns, confirmation procedure etc.
  • Ensuring all new admin staff in the wider business are trained on switchboard to ensure cover in emergencies.
  • Operate as an extension of the operations team

This is not an exhaustive list and may be amended from time to time.

Person Specification


  • Proven supervisory/management skills
  • Experience of managing conflicting deadlines / priorities
  • A professional, welcoming and flexible approach
  • A clear communication style, to ensure good relationships with team, clients and senior management
  • Confidence to deal with difficult personalities and situations under pressure
  • Professional presentation and styling
  • Polite and approachable
  • Calm and confident approach
  • Reliable with a strong work ethic
  • Good organisation skills
  • Can do attitude
  • Ability to take detailed notes, records & messages
  • Experience of Microsoft Outlook and Microsoft Office packages
  • A* - B English Language GCSE or equivalent
  • Switchboard experience


  • PR / Banking / professional services environment
  • Good elocution
  • Previous 5 star environment experience


  • 28 days holiday (3 days must be taken during Christmas)
  • Single Cover Private Medical
  • 5% Employer contribution pension scheme
  • Life Assurance
  • Permanent Health Insurance
  • Interest free season ticket loan (optional)