Lead Maitre’d - The House of KOKO

Title: Lead Maitre’d

Division: The House of KOKO, Reception

Reports to: Assistant Reception Manager / Head of Reception

Please note this role require late-night and weekend availability, in line with business operating hours

Job Summary

As the Lead Maître d’, you’ll be at the forefront of both exceptional guest experiences and commercial impact. This is a guest-facing leadership role with a strong emphasis on revenue optimisation, member retention, and strategic upselling. You’ll drive the daily operations of the dining room with charisma, precision and a passion for hospitality, ensuring every guest interaction supports both an elevated experience and the club’s wider business goals.

You’ll lead and develop the host team, manage the reservation system and ensure a seamless, service-led operation in collaboration with the F&B team. You’ll actively identify opportunities to drive revenue, convert guest interest into membership and increase table spend. Through intelligent floor management and informed decisions, you will directly contribute to the club’s success while maintaining its creative and cultural integrity.

You’ll play a key part in setting the tone for the team, leading by example and upholding high service standards. Beyond the floor, you’ll manage administrative tasks like organising bookings, keeping guest records updated and collaborating with other departments to ensure everything aligns with the overall guest experience.

Role and responsibilities

• Lead the host team within floor, providing coaching and feedback to ensure both guest experience and revenue targets are being met.
• Maintain a strong grasp of reservation patterns and booking trends, identifying gaps or opportunities to drive covers.
• Coordinate with the F&B team to ensure a seamless dining experience, including addressing missing items or special requests.
• Ensure guest feedback is logged, tracked, and used as a tool for continuous improvement and member retention.
• Support and ensure delivery of management instructions and company initiatives within the team.
• Represent the brand with professionalism and creativity, reinforcing KOKO’s reputation for exceptional and unique service.
• Manage all front-of-house admin within area, including booking systems, guest records and commercial reporting dashboards.
• Handle transactions, ensuring accurate billing, and manage processes for no-shows or late cancellations.
• Monitor and report on sales performance and guest satisfaction metrics.
• Support budgeting, forecasting and sales initiatives, sharing on-the-floor insights to influence operational planning.
• Lead pre-service briefings that include commercial targets, upcoming events, guest insights and service goals.
• Promote inter-departmental collaboration to elevate the overall member journey and create impactful experiences.
• Handle guest issues with discretion always seeking a resolution that protects brand reputation and members experience.
• Stay informed on industry trends, competitor offerings and guest behaviour to identify new commercial opportunities.
• Promote the benefits of membership and identify potential referrals among guests and members.
• Being an ambassador for the KOKO brand values, promote best practice and conduct leading by example at all time

About you

We’re seeking an individual with a passion for curating members experiences beyond the expected. You would have a natural talent for creating relationships and connecting people with keen interest in music, culture, art and hospitality, with previous experience of hospitality management.

• Have industry relevant experience in a similar capacity and luxury hospitality, ideally member’s clubs and working towards both internal and external stake holders
• A keen interest in creating an entertaining environment, with integrity.
• Natural ability to seek opportunity and solution, engaging team members and guests alike.
• An organised and reliable persona, with excellent attention to detail in creating experiences
• Immaculate personal presentation with excellent communication skills, verbally and in writing
• Actively seeking to establish trust and credibility, by ensuring excellent service

Please note we are only able to consider candidates with the Right to Work in the UK