Front of House Assistant Manager

The Wellness Clinic at Harrods unites the world’s best remedial, aesthetic and wellbeing specialists all under one roof. From dermatology to beauty acupuncture, full-body cryotherapy to mindfulness, the collection of bespoke services blends technology with ancient healing techniques for a truly holistic and harmonious approach to optimum health and wellbeing.

About the Role

The Assistant Manager within the Wellness Clinic is responsible for supporting the Operations Manager in leading the Front of House team to deliver exceptional sales, service and customer experiences. You will play a key role in creating a positive and high-performing environment through coaching, development and effective leadership.

Key responsibilities include:

• Supporting the management and development of the Front of House team, including recruitment, performance management, talent development and employee relations matters.
• Setting and communicating team KPIs, objectives and productivity targets to drive performance and service excellence.
• Coaching and inspiring colleagues to deliver exceptional customer service and achieve commercial goals.
• Handling complex customer complaints, requests and enquiries, ensuring issues are resolved professionally and efficiently.
• Overseeing appointment bookings and administrative processes to ensure accuracy and a seamless customer experience.
• Supporting operational compliance and maintaining high standards across the clinic.
• Acting as a role model for professionalism, service excellence and teamwork.

About You

We are looking for an experienced people leader who thrives in a fast-paced, customer-focused environment and is passionate about delivering exceptional service.

You will bring:

• Proven experience managing and developing teams, ideally within a clinical, wellness, aesthetics, hospitality or luxury environment.
• Experience managing teams of 10 or more colleagues is preferred.
• Strong working knowledge of recruitment, performance management and people processes.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues and stakeholders at all levels.
• A calm, solutions-focused approach, with the ability to prioritise effectively and make decisions in the moment.
• Exceptional customer service skills, with confidence resolving customer concerns and complaints professionally and independently.
• Strong organisational and administrative skills, with excellent attention to detail.
• Excellent IT skills and confidence using digital systems within a paperless environment.
• Knowledge of, or a genuine interest in, wellness, aesthetics and health-focused services.
• The ability to represent the Wellness Clinic professionally across the wider business and with external stakeholders.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods.