Package: DOE, competitive
Location: Victoria, London
Schedule: Monday – Friday 09:00am – 06:00pm.
TOWNHOUSE - WHO WE ARE:
Since 2013, the team at Townhouse has been enhancing every aspect of our client’s daily lives, through anticipatory service and meticulous attention to detail.
Having trained at some of the world’s most exclusive hotels, luxury and highly personalised service is in our DNA. Our passion for hospitality and delivering impeccable service is what allows us to provide our clients with the most comprehensive lifestyle management & hospitality service within their own private residences.
JOB SPECIFICATION - WHAT YOU'LL DO
Overview:
* Develop and maintain a strategic, trusting relationship with your client(s).
* Enhance the client's in-residence experience through quality, consistency, and innovation.
* Expand our clientele and strengthen our brand's reputation.
* Lead strategic planning initiatives to identify opportunities to increase sales and service offerings while carefully managing budgets and financial performance.
* Effectively manage and coordinate teams across short- and medium-term projects, ensuring clear communication, efficiency, and successful delivery of objectives.
Key Responsibilities:
Client Experience Management:
* Oversee every aspect of the client's in-residence experience.
* Continuously innovate to enhance service delivery
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.
* Oversee all pre-arrival preparations while coordinating resources to deliver a flawless in-residence experience.
* Conduct post-departure reports and action plans.
* Maintain effective coordination with company directors to support company-wide objectives.
* Independently and proactively manage projects during periods when the client is not in residence, including conducting weekly property checks.
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).
* Drive ongoing improvements to the recruitment and selection process for temporary staff.
Residence Management:
* Act as the main contact for the principal 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 daily procurement operations while serving as the primary point of contact for internal teams.
* Take responsibility for maintaining health and safety standards during the client’s stay.
* Manage external contractors, service providers, stock, procurement, and purchases.
* Liaise with the Property Operations Manager.
* Oversee all residence proactive and reactive maintenance.
PERSON SPECIFICATION - ABOUT YOU:
* Discreet, polite, and loyal.
* Resourceful and organised.
* Exceptional proven management skills, able to manage a team of +/- 30 staff.
* Knowledge of French/Arabic is preferred but not essential
* Brilliant interpersonal skills and the ability to liaise at all levels.
* A confident and clear communicator.
* Curious and knowledgeable about lifestyle trends and travel.
* 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 pre-empt needs and to read a room.
* Previous experience working with Middle Eastern UHNW clients
* 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.
* Excellent command of the English language (written, spoken) with other language(s) desirable.
* Relevant Degree and/or Industry qualifications within the luxury hospitality industry.
* End-user proficiency in Microsoft Office suite (Word, Excel, PowerPoint, etc).
BENEFITS - WHAT WE OFFER:
Our commitment to providing our clients with exceptional service carries through to our commitment to providing our team with an exceptional working environment.
A thorough appraisal cycle, with personal development plan will ensure your growth and development are constantly driven to ensure your goals and aspirations are obtainable. We drive a diverse and inclusive experience and pride ourselves on our individuality and personal flair yet are united together by our passion for service.
In this role, you will receive:
* 20 days annual leave plus bank holidays (increasing with service)
* Performance and non-contractual discretionary bonuses.
* Performance reviews with objectives that are set with you.
* Aviva pension scheme.
* Monthly team socials.
* Summer and Winter team events.
* Monthly working-from-home allowances. (After probation and according to operational needs)
* 1 month paid sabbatical after 5 years of service.