Be you. At work.
Here at Locke, we create spaces where you can be you – and we don’t just mean our design-led aparthotels. From front desk to back office, on-the-ground to behind-the-scenes, our team makes Locke what it is. Forget demographics: we’re building a community of the culturally curious. The forward-thinking. The ever-questioning.
Locke is growing. With new openings across the UK and Europe coming up, we’re at an exciting time in our young life. Want to get stuck in? Roll up your sleeves and let’s go.
We're looking for a Head Host/Duty Manager to join our team at Locke at Broken Wharf, London.
The role.
JOB OVERVIEW
To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the day-to-day practical aspects of customer service in an organised, structured and professional way.
The Front of House Supervisor sets the standards for a seamless daily rooms operation, delivering service excellence, efficient room revenue performance, and a warm, energetic atmosphere that reflects our lifestyle brand.
To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.
DUTIES AND RESPONSIBILITIES
Guest Experience & Service Delivery:
- Oversee a guest‑first culture, ensuring every guest interaction aligns with our brand personality and service expectations.
- Resolve guest concerns with empathy, urgency, and creativity.
- Maintain high standards of cleanliness, ambience, and arrival experience in the lobby and front‑of‑house spaces.
Front Office Operations:
- Supervise the daily Front Office operations during your shift, ensuring smooth check in, check out, and guest flow.
- Monitor room availability, special requests, and VIP requirements, escalating where necessary.
- Ensure accurate use of the PMS, payment processes, and guest profiles.
- Work closely with Housekeeping and Maintenance teams to ensure rooms are ready, clean, and up to standard.
- Follow operational SOPs and support the implementation of new procedures.
Team Support & Leadership:
- Lead and motivate the Front Office team on shift, ensuring everyone is engaged and performing at their best.
- Assist with training new employees and reinforcing brand service expectations.
- Provide real time coaching to Front-of-House Assistants to improve service delivery and operational efficiency.
- Support rota planning, shift briefings, and daily task allocation when required.
Financial & Rooms Performance:
- Encourage and support the upselling of room categories and hotel services.
- Ensure accurate billing, cash handling, and financial controls at the Front Office desk.
- Help the team meet daily revenue and KPI targets through confident and informed recommendations.
Systems, Technology & Compliance:
- Confidently use Front Office systems (e.g.: PMS, POS, payment systems) and support team members with troubleshooting.
- Ensure all data protection, health & safety, and security policies are followed.
- Support the implementation of technology that enhances guest experience.
General Operations & Team Support:
- Work flexibly across multiple areas depending on business needs.
- Support events, activations, and lifestyle programming.
- Ensure public areas remain clean, inviting, and on-brand.
- Maintain a positive, supportive, and inclusive team environment.
- Follow all hotel policies, safety procedures, and brand standards.
Other:
- While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.
REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE
Qualifications:
- High School diploma or equivalent is desirable
Experience:
- Previous experience in a Front Office team leader/supervisor role within a lifestyle, boutique, or design led hotel is preferred.
Skills:
- Knowledge of PMS, POS and operational software.
- Ability to work under pressure and adapt to changing priorities.
- Skilled in leading shift operations for the rooms department and delivering exceptional guest experiences.
- A natural people person, with good communication, coaching, and problem solving skills.
- Energetic, adaptable, and comfortable working in a fast paced, guest focused environment.
- Solid commercial awareness with a desire to maximise room revenue opportunities.
