Front of House Manager, Justerini & Brooks at Diageo

Purpose of the role:

As the welcoming face of 61 St James, the Head of House is dedicated to ensuring clients, partners, and stakeholders enjoy exceptional and memorable experiences. This role also involves overseeing the building's upkeep, maintenance, and operations while supporting teams in their service delivery.

Key Deliverables:

Exceptional service

• Warmly greet private clients and visitors, providing an introduction to our business, portfolio and building where relevant
• Demonstrate exceptional levels of hospitality and premium service
• Concierge attitude: assist our guests with recommendations
• Ensure all experiences are seamlessly implemented thanks to careful forward planning and attention to detail
• Support the teams in hosting their guests
• Be a Brand Ambassador for the Justerini & Brooks wine and spirits portfolio as well as our exceptional experiences

Operations – stock management:

• Place orders for retail and sampling
• Receive orders, ensure proper stock management/organisation and perform stock takes when required
• Place orders and manage levels of operational merchandise such as glassware, packaging, gifts etc.

Operations – facilities:

• Ensure maintenance upkeep and manage contractors on site (cleaning, construction, repairs …)
• Ensure rules, safety standards and sanitation requirements are followed at all times
• Uphold security policies and procedures
• Ensure full compliance of H&S regulations as required by Diageo
• Complete opening and closing procedures in an efficient and timely manner
• Manage and monitor operational and CAPEX costs for the building with the support of your line manager and the finance team

Operations – systems:

• Be comfortable with basic IT set ups to assist stakeholders with calls and videoconferencing, control building lighting and sound, security systems; as well as manage relationships with relevant support functions
• Learn how to use the scheduling and booking software, and ensure there are no scheduling conflicts
• Learn how to use the payment system in order to process payments, returns and refunds where applicable; as well as troubleshooting any issues the bank, payment provider or support function

Events and activations:

• Supporting the marketing team with events and product launches and activations both on and off site (guest list management, operational tasks etc.)
• Manage and supervise installation and de-rig of window displays and internal visual merchandising ensuring all health and safety procedures are followed
• Support the Managing Director in delivering company events

Experience:

• 5+ years’ experience in luxury hospitality in a client facing role
• Previous VIP client experience is essential
• Operational experience from a retail, hospitality, F&B or other client-facing environments
• Wine and spirits knowledge is preferred
• Foreign language skills are desirable
• Knowledge of international luxury markets and customers is highly desirable
• Excellent communicator, both verbal and written
• Ability to work independently with minimal direction
• Desire to work in a fast-paced environment
• Be guided by a customer-first mindset
• Possess a friendly, helpful, confident, and engaging personality
• Be familiar with visitor experience best practices and procedures
• Must have ability to prioritize and plan work activities in a timely and efficient manner
• Ability to adapt to changes in the work environment, manage multiple work demands, and adjust to delays and unexpected events
• Must be flexible with work schedule including weekends, holidays, and evenings