Assistant Director of Front Office

Contract: Permanent
Salary: Excellent salary & benefits

The Assistant Director of Front Office is a pivotal leadership role at The Marylebone Hotel, responsible for overseeing the day-to-day performance of the Front Office and Guest Experience teams. Reporting directly to the Director of Front Office, you will ensure luxury service standards are consistently delivered across all guest touchpoints, while developing a motivated, high-performing team culture in line with Forbes and brand expectations. You will act as the operational lead for the front-facing departments and be a key figure in shaping first and last impressions, leading from the floor, and ensuring that every guest receives a warm, personalised, and seamless experience.

Key Responsibilities

Team Leadership & Departmental Oversight

• Directly lead and support the Front Office Manager and Guest Experience Manager, providing guidance, coaching, and performance feedback.
• Ensure daily alignment across Reception, Guest Experience, Concierge, Duty manager and Rooms, driving consistent standards and communication.
• Deliver daily briefings, ensure pre-shift readiness, and conduct live coaching and post-shift reviews.
• Foster a unified Front of House culture that is proactive, guest-obsessed, and focused on excellence.
• Operational Execution

Guest Experience & Service Excellence

• Personally engage with VIPs, long-stay guests, and returning visitors to ensure loyalty, recognition, and elevated service.
• Supervise the execution of all guest preferences, welcome amenities, and special occasions across departments.
• Monitor and respond to feedback through ReviewPro and internal channels, leading service recovery and follow-up efforts working with our Quality manager on these areas.
• Support mystery audits, Forbes readiness, and service culture initiatives by facilitating refreshers and on-the-floor coaching.
• Be a champion for Quality for the department.
• Monitor and drive GHA program excellence ensuring members are recognised, their benefits delivered, and their loyalty rewarded with warmth and consistency.

People Development & Succession

• Support recruitment, onboarding, probation reviews, and performance development plans for the Front Office and Guest Experience teams.
• Build bench strength by mentoring junior managers and identifying future talent for succession planning.
• Drive a culture of recognition, motivation, and accountability with regular 1:1s, check-ins, and team celebrations.
• Systems, Compliance & Reporting
• Ensure data accuracy and guest profiling in Opera PMS and relevant systems.
• Manage daily reporting, rota oversight, payroll checks, and briefings on occupancy, VIPs, and guest movements.
• Ensure GDPR compliance, guest privacy protocols, and departmental audit readiness.
• Champion GDPR for the Hotel with our head office representatives.
• Contribute to innovation and continuous improvement through process reviews and digital solution rollouts.
• Commercial & Strategic Contribution
• Assist with upselling initiatives and guest experience revenue tracking.
• Support the Director in aligning front office strategy with the broader hotel vision, especially around quality, performance, and service delivery.
• Participate in interdepartmental planning for high-impact periods, events, or strategic campaigns.

The Perks of working for The Marylebone Hotel:

• TripAdvisor Incentives
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.