Front Office & Guest Services • Posted 28 April 2026
Front Office Manager
The Ned · London, City of London
About the hotel
The Ned occupies the Grade I-listed former Midland Bank in the City of London — a Sir Edwin Lutyens building reimagined by Soho House and Sydell Group. With 250 bedrooms, ten restaurants and bars, Ned's Club private members' space, gym and rooftop, a public spa and a whole floor of event rooms, The Ned has become one of London's most ambitious hotel concepts. Part of a global group expanding to New York, Doha and Washington, DC.
The work
- • Lead the day-to-day running of the Front Office team across all shifts
- • Manage rota, recruitment and training of receptionists, hosts and night auditors
- • Drive arrival and departure standards, VIP recognition and upsell performance
- • Own KPIs across check-in time, ratings, NPS and audit accuracy
- • Liaise closely with Reservations, Housekeeping, Concierge and F&B
- • Lead daily front-of-house briefings and shift handovers
- • Resolve guest complaints with confidence, empathy and ownership
- • Manage room allocations, group arrivals and member events
- • Champion brand standards across a 250-room city-centre property
- • Coach and develop succession into Assistant FOM and supervisor roles
This role is for you if…
- • You have Assistant FOM or FOM experience in a 4/5-star hotel
- • You are calm, structured and a strong people leader on the floor
- • You take real pride in standards, KPIs and team development
- • You enjoy a busy, design-led, members-and-hotel hybrid environment
- • You are confident with Opera/PMS, OTA channels and audit reporting
This role might not be for you if…
- • You prefer single-shift, smaller-property reception roles
- • You are not available for evenings, weekends or member events
- • You prefer a quieter, less commercial guest mix