Company Description
Since 2013, the team at Townhouse has been enhancing every aspect of our clients’ daily lives through anticipatory service and meticulous attention to detail.
Townhouse offers a highly personalised suite of services tailored to clients' unique lifestyles in London. From private residence management and event planning to relocation services and travel arrangements, Townhouse is skilled in handling diverse needs with seamless coordination and expertise. With a foundation in luxury hospitality, our team embodies world-class service, prioritising proactivity, trust, and discretion. We are committed to delivering consistently exceptional service by anticipating needs and solving challenges with calm efficiency.
Role Description
This is a full-time role, with a varied base, which could be on-site at the residence, in the main offices in Victoria, London, and/ or some work from home. The Private House Manager will oversee the daily operations of a private household, ensuring its smooth functioning and high service standards. Responsibilities include managing household staff, coordinating schedules, ensuring the upkeep of the property, communicating with external vendors, and maintaining a welcoming and organised environment. This role requires discretion, attention to detail, and a commitment to maintaining an exceptional standard of service.
Key Responsibilities:
Client Experience Management:
* Oversee every aspect of the client's in-residence experience.
* Continuously innovate to enhance service delivery and the clients' experience.
Administration & Organization:
* Participate in Townhouse meetings and report on the account/private residence.
* Establish a monthly reporting system for the client.
* Manage budgets, analyse financial information, and monitor sales and profits.
* Set yearly budgets and develop/implement SOPs for the residence.
* Conduct post-departure reports and action plans.
* Maintain effective coordination with company directors to support company-wide objectives.
Client Relationship Management:
* Maintain regular communication with the client and their representatives.
* Build comprehensive guest preference profiles for personalised service.
* Manage overseas client procurement, lifestyle, and travel requests.
* Learn from past stays to enhance future experiences.
Staffing:
* Recruit, onboard, and train temporary household staff.
* Maintain appropriate staffing levels during client stays.
* Develop a network of private household staff (butlers, housekeepers, chefs).
Residence Management:
* Act as the main contact for the client and their guests.
* Ensure smooth management of client stays.
* Manage a large team of temporary staff and set clear objectives and responsibilities.
* Lead daily briefings and handovers.
* Ensure property security, privacy, and compliance with standards.
* Manage external contractors, service providers, stock, procurement, and purchases.
* Liaise with the Property Operations Manager.
* Oversee all residence maintenance.
PERSON SPECIFICATION - ABOUT YOU:
* Discreet, polite, and loyal.
* Resourceful and organised.
* Exceptional proven management skills, able to manage a team of +/- 30 staff.
* Excellent interpersonal skills and the ability to liaise at all levels. Ability to communicate with confidence and clarity.
* Dynamic, positive, and able to calmly and efficiently manage changing schedules.
* Confidence to liaise at all levels, yet down-to-earth and approachable.
* Ability to anticipate needs and to read a room.
* Passionate about delivering impeccable service.
* Excellent knowledge of private household and/ or luxury hospitality.
* Entrepreneurial way of thinking and acting.
* Good rhetoric and communication skills.
* Excellent networking skills, growing your network is key to this role.
* Act in a target and result-oriented manner and possess analytical capabilities.