Club Maître D' - 40 Duke

Job Introduction

The Club Maitre D’ is the face of 40 Duke and the visible leader of the client experience, responsible for creating a seamless, highly personalised and exceptional experience across the entire destination.

With the presence, confidence and finesse of a luxury Maitre D’, this role is the connecting force across all front-of-house functions, bringing together Personal Shopping, the Members’ Club, events and concierge to ensure clients experience is one cohesive 40 Duke journey.

This is a highly visible, floor-based leadership role for an exceptional host who is confident engaging with UHNW, VVSP and VSP clients and who naturally creates warmth, energy and calm within a busy environment.

The Club Maitre D’ will work closely with the Club Manager and key stakeholders across 40 Duke, ensuring that every detail is anticipated and that the destination consistently delivers an effortless experience.

Key Responsibilities

Maitre D’ & Client Experience

• Act as the face and heartbeat of 40 Duke, creating a warm, confident and highly personalised welcome for every client.
• Be a highly visible presence on the floor, actively engaging with clients and overseeing the overall guest experience.
• Lead the seamless flow of clients across Personal Shopping, Members’ Club, restaurants, events and other 40 Duke services.
• Personally host and build relationships with UHNW, VVSP, VSP and key clients, anticipating their needs and preferences.
• Ensure the clients experience is a consistent level of five-star hospitality, discretion and service excellence throughout their visit.
• Be proactive in identifying opportunities to surprise and delight clients and create memorable moments.
• Take ownership of client issues and requests, resolving them quickly, discreetly and with appropriate escalation where required.
• Maintain an exceptional level of attention to detail across the physical environment, presentation, service and client journey.
• Ensure the destination always feels welcoming, polished, effortless and ready for our clients.

Connecting the 40 Duke Experience

• Act as the gel between all front-of-house functions, ensuring teams operate as one destination rather than individual departments.
• Maintain strong communication between Personal Shopping, Members’ Club, restaurants, events, concierge and other customer-facing teams.
• Ensure relevant client information, preferences and expectations are communicated seamlessly between teams.
• Coordinate the client journey from arrival through to departure, ensuring there are no gaps in service.
• Support the Club Manager in maintaining consistent service standards across the entire destination.
• Build trusted relationships with Selfridges stakeholders and external partners to enhance the client experience.

Floor Leadership & Team Development

• Lead by example on the floor, setting the standard for presence, energy, service and attention to detail.
• Coach and support your concierge team to deliver exceptional and consistent client experiences.
• Provide clear direction to the team throughout the day, adapting quickly to changing client requirements and business priorities.
• Ensure colleagues are confident, knowledgeable and fully briefed on members, client profiles, preferences, bookings and events.

Operational Excellence

• Oversee the day-to-day flow of the front-of-house operation, ensuring the destination runs seamlessly.
• Maintain exceptional standards of presentation, cleanliness, ambience and readiness across all client-facing areas.
• Anticipate operational requirements and proactively address potential issues before they impact the client.
• Work collaboratively with the Club Manager, restaurant teams, Personal Shopping and wider stakeholders to deliver smooth daily operations.
• Ensure compliance with Selfridges brand standards, health & safety, security and company policies.
• Support the Club Manager with operational planning, events and peak trading periods.

About you

• An exceptional host. You naturally create warmth, confidence and a sense of occasion, making every client feel recognised and valued.
• Experienced in luxury hospitality or client experience, with confidence engaging and building relationships with UHNW and high-profile clients.
• A visible leader. You lead from the floor, setting the tone for exceptional service and creating calm and control in a fast-paced environment.
• Highly intuitive and detail-focused. You anticipate client needs and spot the small details that elevate an experience from great to extraordinary.
• A confident communicator and relationship builder, able to connect teams and stakeholders to deliver one seamless client journey.
• Solutions-focused and composed, comfortable taking ownership and making decisions in the moment.
• An inspiring people leader, with experience coaching teams and setting consistently high service standards.
• Collaborative by nature, building strong relationships across hospitality, retail, Personal Shopping and operational teams.
• Discreet, polished and professional, with a strong understanding of the expectations that come with delivering a truly five-star experience.

Above all, you are happiest on the floor, close to the client and the team, bringing energy, presence and exceptional hospitality to every part of the 40 Duke experience.

Selfridges