Employment type: Full Time permanent position (37.5 hours per week excluding breaks) on a rota basis including Monday to Sunday.

Based at: The Royal Over-Seas League

Reports to: Director of Rooms and Membership

About the Royal Over-Seas League (ROSL):

We are a unique not-for-profit organisation, and a private members’ club. Founded in 1910, HM the King is as our Patron, and we have a Royal Charter mandate to promote international friendship. We run a highly renowned music and arts programme and have an extensive events calendar including a flagship Public Affairs series with prominent global figures. Our priority is the member experience, when both visiting our historic London Clubhouse and staying overnight, we aim to provide an exceptional home-away-from-home experience. We are a significant meeting place for our global and UK members, as well the diplomatic community in London.

Overview of the role:

This is a great opportunity for an outstanding customer focused Front of House Manager, who has experience in leading and developing successful teams in 4/5-star hotels or private members clubs.

Directly reporting to the Director of Rooms & Membership, we are looking for a confident and hands-on Front of House manager to lead the front of house team, which includes Reception, Reservations, Porters and the Night Team. You must have proven track record working in a similar role as an inspiring, effective, and efficient leader who can motivate, develop and work collaboratively within the Front of House and crucially the Housekeeping and Maintenance teams and other departments to ensure we provide a warm and welcoming experience to our members, guests, team members and suppliers.

We are seeking a Front of House Manager who will be the face of ROSL who will use your natural charm to build relationships with our members, exceed their expectations and ensure they have an amazing stay or visit to the Club - every time. The ideal candidate will have a business minded approach to maximise the club’s potential.

Will be a key stakeholder in the full refurbishment of the Club House’s Lobby, planned for 2026. This is a rare opportunity to be part of the new vision in how the Club House Lobby will be designed and function to ensure members are provided with a “wow” experience when they arrive.

This position is full-time working 5 days out of 7, including weekdays and weekends. Flexibility is expected to meet the needs of the business and to support the Club.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Key Responsibilities:

• To be the face of ROSL and first point of contact for members and guests arriving at the club house.
• To provide a warm and welcoming experience to all members and guests, ensuring a consistently high level of service is provided.
• Encompasses ROSL’s vision and values to ensure a positive company culture.
• To be fully cognisant of the Club Rules and ensure they are followed and enforced.
• To ensure bedroom revenue is maximized and budgets are met together with the support of the Director of Rooms & Membership.
• To attend to any member comments/complaints efficiently and in a timely and courteous manner.
• Ensure member queries and complaints are recorded and passed on to the relevant departments and followed up to ensure they have been actioned.
• To deal with member complaints, in the first instance before escalating to the Director Rooms & Membership when necessary.
• To ensure Standard Operating Procedures are updated and all team members in the Front of House team are trained and fully competent in the procedures.
• To be fully conversant, together with your team, with The ROSL Team Member Handbook.
• To liaise, book and make relevant arrangements for group bookings once the rates are agreed by the Director Rooms & Membership.
• To operate and ensure the team operates switchboard ensuring ROSL telephone etiquette is followed, and calls are answered in a timely manner.
• To follow up and retrieve any monies lost through unpaid invoices and incorrect transactions.
• Plan promotional ideas to increase revenue and occupancy with the support of the Director of Rooms & Membership.
• To ensure stock take is done and orders are placed following the PO procedure.
• To ensure bills do not exceed the credit limit in place and to report immediately to the Director of Rooms & Membership if breached, for further action.
• To ensure the daily operational duties are carried our consistently.
• To organize and cover Duty Manager shifts when required.
• To assist and liaise with the Housekeeping/Maintenance team and to deputise in the absence of the Director of Rooms & Membership.
• Compile and maintain member history profiles.
• To always maintain a high level of service to members, guests, team members and suppliers.
• To maintain the correct standard of appearance and personal grooming as per ROSL’s policy and ensure that team members maintain it as well.

Management:

• Develop and maintain relationships with all members, guests, team members and suppliers.
• To maintain effective communication within the club and ensure that your line manager is kept well informed of any problems/queries/complaints that have arisen.
• To chair and attend morning operational meetings.
• Collaborate with all colleagues within the ROSL team, to ensure good communication is always kept.
• To issue the Front of House rota according to the business needs and presented to the Director of Rooms & Membership for approval before issuing.
• To play an active role in training and induction of new team members or retraining of present team members.
• To ensure the reservations team maximises revenue opportunities and meets budget with the support of the Director of Rooms & Membership.
• Provide coaching and training opportunities to develop your team by carrying out 1 to 1 meeting with all the team on a regular basis together with monthly departmental meetings.
• To provide members with general information regarding London, travel, taxis and car hire in the absence of the porter.
• Accomplish department objectives by managing staff; planning and evaluating departmental activities.
• Develop individual personal growth opportunities for each of the team through the annual appraisal process.
• Attend all relevant training courses when necessary.
• Recruit and train all new team members.
• Ensure a safe, secure, and legally compliant work environment.
• Create and maintain systems, policies, procedures, and productivity standards.
• To address, record and report any performance concerns, training requirements and challenges.
• Network with other Member Clubs and industry peers to stay abreast of industry trends to assist the Club’s strategic goals.
• Accomplish financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analysing variances, and initiating timely corrective actions.

Administration and Organisation:

• Manage administration of the rota and holidays for the Front of House team.
• Respond to all emails and queries in a timely manner, ensuring your own and the shared inboxes are all up to date.
• Maintain a high level of service by upholding quality and standards, analysing and resolving service problems, and recommending improvements.
• Generally being alert about opportunities to improve the service, products, Health and Safety of the club.
• Striving to find ways to streamline operations, control wastage and ensure your department is sustainable.
• Contribute to the overall management team goals.
• May on occasion be asked to undertake additional duties.

Health & Safety:

• To be security conscious with respect to members/team members/guest’s property/welfare and to report suspicious circumstances to your lien manager.
• To be fully conversant with the fire panel and evacuation procedures.
• To adhere to all ROSL and statutory rules, regulations and policies.
• To act on your responsibilities detailed in the Health and Safety at Work Act 1974.
• To demonstrate a working knowledge of fire prevention and to follow the ROSL evacuation plan on hearing the alarm.
• To carry out Risk Assessments with the assistance of your line manager
• To report any damage to furniture, fittings and equipment to the Maintenance Team.
• To ensure the Front of House area is hygienic and presentable state, at all times.
• To attend any Statutory Fire, Health & Safety training and to be fully conversant with and abide by all rules concerning Fire, Health & Safety.

To be fully conversant with:

• COSHH Regulations.
• Risk Assessments for your department.
• Fire Procedures.

Confidentiality:

While working for ROSL there will be access to a wide variety of confidential information concerning the company, members and employees. It is vital that all such information remains confidential and must not be disclosed to anyone unless otherwise stated. Please refer to the Employee Handbook & your terms & conditions for full details.

Additional Information:

• As the club’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

PERSON SPECIFICATION

As the ideal candidate you are a team player, enthusiastic, articulate, and methodical; with a hands-on approach and a willingness to participate in all aspects of ROSL. You must display an excellent awareness and understanding of ROSL and all the benefits.

The ideal candidate will have:

• Previous experience in a similar role within 4/5-star hotels or private members clubs.
• Exceptional inter-personal skills and a team player with a solid track record in building teams and motivating them and the ability to build positive relationships with colleagues at all levels.
• Strong personal organisation with the ability to communicate and delegation effectively.
• Time management skills along with the ability to multi-task, be flexible and adaptable to business needs.
• Excellent verbal and written communication skills.
• Be a strategic, and critical thinker.
• Good financial knowledge and commercial acumen.
• Passionate about hospitality, with a ‘can do’ attitude.
• A result driven and dynamic approach with a determination to be successful.
• Impeccable attention to detail.
• Works well under pressure.
• Forward planning ability.
• Distinctive, professional and warm personality.
• Exceptional customer service skills and experience in dealing with suppliers and handling challenging situations.
• Excellent Microsoft Office skills.
• Excellent knowledge of all sections within Front Office.
• Enthusiasm and commitment to the job and is innovative in their approach.
• Focus on the achievement of own as well as team related targets and budgets.
• To have a strong work ethic and a positive attitude towards the job.