Job Description:

The Front of House (FOH) Manager oversees all customer-facing operations within the service department to ensure a seamless, welcoming, and efficient client experience. This role manages the FOH team, maintains service standards, coordinates with back-of-house and other departments, and ensures smooth daily operations.

Key Responsibilities

Customer Experience & Service Quality

• Ensure all customers and visitors receive excellent, professional, and timely service.
• Monitor customer flow and adjust staffing or processes to maintain efficiency.
• Handle escalated customer concerns, complaints, and special requests.
• Maintain a clean, organized, and welcoming front-of-house environment.

Staff Leadership & Training

• Recruit, train, schedule, and supervise FOH staff (receptionists, hosts, service reps, etc.).
• Conduct regular performance evaluations and provide ongoing coaching.
• Lead staff meetings and ensure team alignment with service standards and departmental goals.
• Support positive team morale and workplace culture.

Operational Management

• Oversee daily FOH operations, ensuring adherence to organizational policies and safety protocols.
• Coordinate with Back of House (BOH), management, and other departments to support smooth service delivery.
• Manage booking systems, customer check-ins, queues, and front-end workflow.
• Ensure supplies, equipment, and FOH resources are always stocked and functional.

Administration & Reporting

• Prepare daily reports, logs, and performance updates for management.
• Maintain accurate records (customer data, reservations, appointment schedules, staffing logs, etc.).
• Monitor operational KPIs related to customer service, wait times, and satisfaction.
• Assist with budgeting, cost control, and resource planning for FOH activities.

Skills & Qualifications

• Proven experience in customer service management or FOH leadership role.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to remain calm and organized in a fast-paced, dynamic environment.
• Strong team leadership and conflict-resolution abilities.
• Proficiency with scheduling tools, POS/CRM systems, or booking platforms (depending on industry).
• High level of professionalism, attention to detail, and customer-centric mindset

Why Sytner?

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• Enhanced Holiday Entitlement – 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on…

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.

We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.