Front of House Manager

Reporting To:  Acuity Operations Manager 
Location:  MYO Flexible Workspace Portfolio, London 
Employment Type:  Full Time 

Hours: 42.5-hours per week, Monday to Friday 

About Acuity 

Acuity is a hospitality-led workplace services provider dedicated to creating exceptional customer experiences within premium office environments. Our mission is to infuse hospitality with heart, shaping lasting experiences that create a brighter day for our members. Through passion, creativity and a commitment to excellence, we build meaningful relationships and deliver service that consistently exceeds expectations. 

Our values are built around: 

• Warmth – creating welcoming and personal experiences 

• Connection – building meaningful relationships with customers 

• Support – working together to achieve shared goals 

• Flexibility – taking ownership and adapting to customer needs to deliver outstanding service 

About MYO 

MYO is a premium flexible workspace provider designed to help businesses connect, collaborate and perform at their best. We believe exceptional service is delivered through thoughtful hospitality, seamless experiences and a commitment to creating environments where people feel welcomed, supported and valued.  

The Role 

The Account Manager is responsible for embedding and coaching the standards behind Every member. Every interaction. Every time. across the MYO portfolio. 

This role provides direct leadership to Member Hosts and Dedicated Cover Member Hosts, ensuring teams deliver the MYO service promise and create memorable experiences for members, guests and visitors. The Account Manager will champion the MYO Hello, Vision & Values, leading by example and embedding these principles into every aspect of service delivery. 

The Account Manager acts as the primary operational point of contact for onsite Workplace Managers, building trusted relationships and ensuring workplace services are delivered in line with contractual obligations, service level agreements and client expectations. 

Success in this role is measured through service excellence, client satisfaction, innovation, team engagement, operational performance, commercial awareness and achievement of agreed KPIs. 

Key Responsibilities 

Leadership & Team Development 

• Lead, motivate and develop Member Hosts and Cover Member Hosts across the MYO portfolio. 

• Lead by example, consistently demonstrating the MYO Hello, Vision & Values. 

• Develop a highly engaged, hospitality-led team that consistently delivers exceptional customer experiences. 

• Set clear standards for performance, presentation, behaviour and service delivery. 

• Conduct regular one-to-one meetings, coaching sessions and quarterly performance reviews. 

• Support recruitment, onboarding, succession planning and talent development. 

• Manage performance issues fairly and effectively in line with company procedures. 

• Foster a culture of accountability, collaboration, recognition and continuous improvement. 

• Coach and mentor team members to maximise service delivery and professional development. 

Client & Stakeholder Management 

• Act as the primary operational point of contact for onsite Workplace Managers. 

• Build and maintain strong relationships with clients, members and key stakeholders. 

• Attend operational meetings, service reviews and client engagement meetings. 

• Serve as the key liaison between Acuity, MYO stakeholders and Workplace Managers. 

• Ensure customer feedback is reviewed, actioned and used to drive continuous improvement. 

• Manage service escalations with professionalism and urgency. 

• Promote collaboration across operational teams to ensure seamless service delivery. 

• Support client retention and satisfaction through consistently high service standards. 

Service Excellence & Hospitality 

• Drive the successful implementation and ongoing development of the MYO Hello standards. 

• Ensure all reception and workplace experience services consistently exceed expectations. 

• Champion a proactive hospitality culture that anticipates the needs of members and guests. 

• Conduct regular floor walks, quality assessments and service audits. 

• Ensure all reception areas, meeting rooms and communal spaces maintain exceptional presentation standards. 

• Oversee the planning and delivery of member engagement initiatives, hospitality services and events. 

• Ensure every touchpoint reflects the MYO brand, service promise and values. 

• Continuously seek opportunities to enhance the member and guest experience. 

Operational Management 

• Ensure all operational procedures are effectively implemented and maintained. 

• Oversee rota planning, resource allocation and cover arrangements. 

• Ensure compliance with health and safety, emergency procedures and company policies. 

• Manage supplier relationships and service partners where required. 

• Monitor operational systems, reporting requirements and service delivery standards. 

• Support new service mobilisations, projects and operational initiatives. 

• Ensure all sites consistently maintain premium workplace standards. 

Performance & KPI Management 

• Own and manage service delivery KPIs across the portfolio. 

• Deliver agreed KPI targets relating to customer satisfaction, service standards, attendance, audit performance and contractual compliance. 

• Analyse service trends and operational performance data. 

• Produce monthly and quarterly performance reports. 

• Develop and implement action plans to improve performance and service outcomes. 

• Monitor customer satisfaction and team engagement metrics. 

• Ensure contractual service levels and operational objectives are achieved. 

• Identify risks, opportunities and improvement initiatives across the account. 

Financial & Commercial Management 

• Maintain a strong understanding of client contracts, specifications and service level agreements. 

• Ensure all services are delivered in line with contractual commitments. 

• Take ownership of the reception services budget and support financial planning activities. 

• Monitor expenditure, labour costs and operational budgets. 

• Identify efficiencies and opportunities to improve value without compromising service quality. 

• Support commercial reviews, reporting requirements and growth opportunities. 

• Ensure resources are effectively managed to achieve both operational and financial objectives. 

Innovation & Continuous Improvement 

• Foster a culture of innovation, encouraging teams to identify opportunities to improve workplace experiences. 

• Drive the continuous evolution of the MYO Hello standards to ensure service delivery remains relevant, engaging and industry leading. 

• Proactively seek feedback from clients, members and colleagues to identify improvement opportunities. 

• Implement innovative solutions, technologies and best practices that enhance service quality and operational efficiency. 

• Lead continuous improvement initiatives across the account. 

• Share best practice and successful initiatives across the portfolio. 

• Stay informed of workplace, hospitality and flexible workspace trends. 

• Encourage creative thinking and empower team members to contribute new ideas that add value to the client relationship and member experience. 

What We're Looking For 

Essential 

• Proven leadership experience within workplace experience, hospitality, customer service or flexible workspace environments. 

• Strong experience managing and developing high-performing teams. 

• Excellent stakeholder and relationship management skills. 

• Experience managing KPIs, service levels and operational performance. 

• Strong understanding of contract management and service delivery. 

• Financial and commercial awareness, including budget management. 

• Excellent communication, presentation and problem-solving skills. 

• Strong organisational and planning abilities. 

• Ability to lead change and drive continuous improvement. 

• Customer-focused mindset with a passion for hospitality and service excellence. 

Desirable 

• Experience within premium flexible workspace, hospitality, hotel or serviced office environments. 

• Multi-site management experience. 

• Knowledge of workplace management, booking and reporting systems. 

• IOSH or equivalent Health & Safety qualification. 

• Experience managing client-facing contracts. 

Key Behaviours 

Successful Account Managers consistently: 

• Lead with warmth, professionalism and integrity. 

• Act as role models for the MYO Hello, Vision & Values. 

• Demonstrate visible leadership and lead by example. 

• Take ownership and accountability for service delivery. 

• Build meaningful and lasting relationships with clients, members and colleagues. 

• Anticipate challenges and proactively implement solutions. 

• Drive innovation and continuous improvement. 

• Demonstrate strong commercial and operational awareness. 

• Inspire, motivate and develop their teams. 

• Challenge traditional ways of working and identify better ways to deliver service. 

• Create a culture where colleagues feel supported, empowered and valued. 

Success Measures 

The role will be evaluated against: 

• Achievement of contractual KPIs, SLAs and account performance objectives. 

• Member and client satisfaction scores. 

• Service quality and audit results. 

• Team engagement, retention and development. 

• Completion of quarterly reviews and development plans. 

• Budget management and cost control performance. 

• Contract compliance and operational delivery standards. 

• Health and safety compliance. 

• Delivery of innovation and continuous improvement initiatives. 

• Successful implementation and embedding of the MYO Hello, Vision & Values. 

• Positive and effective working relationships with Workplace Managers and key stakeholders. 

• Overall account performance, client satisfaction and retention.