Front of House Manager - New Destination

Job Introduction

Role Overview

The Front of House Manager plays a pivotal role in delivering an exceptional, seamless, and highly personalised client experience across personal shopping, restaurant operations and front of house within new destination.

Working closely with the Club Manager, this role will lead all front-of-house activity, acting as a senior ambassador for Selfridges, ensuring that every client interaction reflects the highest standards of discretion, service excellence, and luxury hospitality. The Front of House Manager will be particularly adept at engaging with Ultra-High-Net-Worth (UHNW) individuals, anticipating their needs and exceeding expectations.

Key Responsibilities

Client Experience & Service Excellence

•Lead and oversee the end-to-end front-of-house client journey across personal shopping, members club, and restaurant spaces.

•Deliver a highly personalised, intuitive, and discreet service to UHNW clients and members.

•Build strong, trusted relationships with members and key clients, ensuring repeat engagement and loyalty.

•Handle complex client requests, preferences, and complaints with professionalism and discretion.

•Act as a visible host on the floor, setting the tone for service standards and guest engagement.

Team Leadership & Management

•Manage, coach, and inspire the front-of-house team to consistently deliver exceptional service.

•Set clear expectations, monitor performance, and provide regular feedback and development support.

•Ensure team members are knowledgeable about members, client profiles, preferences, and service standards.

•Support recruitment, onboarding, and training of front-of-house colleagues in line with Selfridges recruitment standards.

Operational Excellence

•Work collaboratively with the Club Manager and wider stakeholders to ensure smooth daily operations across all front-facing areas.

•Coordinate with personal shopping teams, restaurant management, and back-of-house functions to ensure a seamless client experience.

•Oversee member access, seating flow, and guest management to maximise experience and efficiency.

•Ensure compliance with brand standards, health & safety, and company policies at all times.

Stakeholder & Relationship Management

•Act as a key liaison between the Club Manager and front-of-house teams.

•Collaborate closely with internal Selfridges stakeholders to deliver a cohesive destination experience.

•Represent new destination with confidence and professionalism to members, partners, and VVSP guests.

Skills & Experience Required

Essential

•Proven experience in a members club, luxury hospitality, or personal shopping environment.

•Demonstrable experience managing and engaging with Ultra-High-Net-Worth (UHNW) individuals.

•Strong leadership experience within a front-of-house or client-facing management role.

•Exceptional communication, interpersonal, and relationship-building skills.

•High levels of discretion, emotional intelligence, and attention to detail.

•Ability to remain calm and decisive in a fast-paced, high-expectation environment.

Selfridges