Senior Front of House Manager

Are you looking to progress your career in Guest Experience?

Want to work for an employer named in The Sunday Times Best Places to work 2024?

Join the team behind the magic at The O2!

Step into the spotlight and lead unforgettable guest experiences at one of the world's most iconic venues.

As Senior Front of House Manager at The O2, you'll play a hands-on management role in planning, coordinating and elevating front of house operations across every event — delivering operational excellence, championing accessibility, and mentoring a high-performing team. This is your chance to shape how millions experience live entertainment.

Your Impact: 

Manage the Guest Experience

• Manage and inspire the FOH Management team to deliver on The O2's four Experience Principles.
• Act as Duty FOH Manager regularly — leading arena operations, coordinating response as Bronze Leader, and ensuring guests feel safe, welcomed and wowed.
• Oversee planning and execution of all FOH operations, ensuring alignment with wider event and venue strategy.

Operational Strategy & Improvement

• Collaborate with Scheduling, Venue Management, Security, and other key departments to ensure smooth, guest-first event delivery.
• Monitor systems and services (e.g. cloakroom, incident tracking) to identify opportunities for streamlining and tech-driven innovation.
• Analyse event costings and drive efficient, effective operational planning.
• Define and deliver on performance metrics in partnership with the Head of Guest Experience.
• Use guest feedback, incident reports, and live observations to fuel continuous improvement.

Champion Accessibility & Inclusion

• Champion initiatives that support The O2's Platinum Attitude is Everything charter status.
• Drive the accessibility strategy through cross-departmental collaboration.
• Lead on complex or high-profile guest complaints and support investigations post-event.

People Management & Development

• Oversee recruitment, onboarding and development of FOH Managers, Supervisors, and wider Guest Experience teams.
• Ensure rota planning is completed at least one month ahead, working with Scheduling and Venue Management.
• Support the Head of Guest Experience in shaping team policies, training, and long-term talent development.

What You'll Bring 

• Proven experience in operational leadership within a high-volume, guest-facing environment (events, venues, or similar).
• A track record of leading and motivating large, diverse teams to give a Best-In-Class service.
• Strong experience in analysing the guest journey to enhance service and accessibility.
• Demonstrated commitment to Inclusion, Equality and Diversity.
• Confident planning and managing staffing, budgets and departmental resources.
• Comfortable using data to drive improvements and report on performance.
• solid knowledge of Microsoft Office (Excel, Outlook, Word, PowerPoint).

This is your chance to be part of something exciting — helping bring world-class entertainment to life. If you're passionate about guest experience, we want to hear from you. Come join a team that makes moments that matter.

We'll give you a thorough induction on how we work at AEG. Our induction and onboarding programme is a great way to meet other new starters and to learn about our culture and values. We will give you training in our systems, policies, and procedures so that you'll be set up for success. From the moment new employees join us, they're welcomed with open arms and a plethora of exciting perks. Not only can they choose tickets to shows and to climb The O2, but we also ensure that our employees are continuously engaged and rewarded throughout their journey with us.

Where: You'll be based at The O2, Peninsula Square, London SE10 0DX. This role includes working evenings and weekends. We offer flexible start and end times and welcome flexible working conversations.

So why apply?

Find out why our employees love working here: https://aegeurope.com/life-at-aeg/

AEG is an inclusive organisation where we value everybody's contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all perspectives. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!

Our commitment to inclusion

We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.

We know that diverse teams make the strongest teams. That's why we actively encourage people from all backgrounds, experiences and perspectives to apply.

If this role excites you but you're wondering whether you meet every single requirement – don't hold back. If you've got most of what we're looking for and you're passionate about what we do, we'd love to hear from you. You might be exactly who we need, in this role or another.

Because at AEG Europe, we believe that the best ideas come from the most inclusive teams – and we're building a workplace where everyone can thrive.