Job Description
JOB DESCRIPTION
Account Manager – Hospitality Management Experience
Lifestyle, Travel & Private Client Management
Overview
We are looking for an exceptional candidate with a proven background in luxury hospitality who is ready to transition into an exciting and rewarding role in Private Client Management.
This role is not suitable for individuals without high-level hospitality experience. The standards expected by our clients require the same meticulous attention to detail, discretion, and anticipatory service found in the world’s most prestigious hotels and private residences.
You must demonstrate outstanding operational, administrative, and interpersonal skills, and be entirely comfortable in a demanding, fast-paced service environment. Experience in managing complex, multi-layered travel and lifestyle logistics is essential.
Location: Victoria, London
Schedule: Monday – Friday, 09:00 – 18:00
Office Work:
* 5 days per week for the first 6 months
* 1 day per week working from home after 6 months of service
On-call Duty Management: One weekend per month (remunerated)
Compensation: Competitive, dependent on experience (DOE)
Bonus: Bi-annual discretionary performance bonus
ABOUT TOWNHOUSE
For over 11 years, the Townhouse team has elevated the everyday lives of our clients through an unwavering commitment to luxury-level, hospitality-led service. Our team is composed of professionals who have trained and excelled in the world’s finest hotels, and who understand that true excellence lies in anticipating needs before they are expressed.
We deliver lifestyle management at the highest standard, integrating the best of hospitality, travel, and private residence operations.
YOUR ROLE – WHAT YOU’LL DO
As an Account Manager, you will be responsible for ensuring our clients experience the same standard of service they would expect from a 5-star hotel—within the privacy of their own home.
You will be joining a team that only recruits candidates with strong experience in luxury hospitality or private household management. This background is fundamental to your success in the role. Without it, it is not possible to deliver the level of care, attention, and fluid execution our clients demand.
Working from our Victoria office, you will oversee operations, liaise with clients and their representatives, and take full responsibility for ensuring daily service excellence—always with precision, warmth, and discretion.
CORE RESPONSIBILITIES
1. Client Relationship Management & Service Delivery
* Act as the primary point of contact for clients and their households
* Build deep and trusted relationships grounded in professional discretion
* Maintain accurate and detailed client profiles to anticipate preferences
* Ensure flawless execution and follow-through on all requests
* Proactively gather and respond to feedback to uphold service excellence
* Establish and maintain vendor and partner relationships
* Consistently deliver a standard of service equivalent to luxury hospitality
2. Lifestyle Management
* Act on all client lifestyle requests with speed, care, and initiative
* Conduct research, bookings, and personal errands efficiently
* Provide expert advice on events, dining, and cultural activities
* Manage overseas lifestyle-related requests across accounts
3. Travel Management
* Plan and oversee complex, multi-destination itineraries
* Work directly with luxury hotel partners to secure optimal options
* Confidently adapt and amend plans in real time
* Fully manage each journey from departure to return—down to the minute
* Embrace detail and ensure a seamless experience for every trip
4. Provider & Supplier Management
* Manage and develop relationships with Townhouse’s preferred partners
* Take ownership of assigned supplier categories
* Maintain service records and liaise closely with our internal network
* Guarantee service quality in alignment with luxury standards
5. Private Residence Coordination
(Depending on your client portfolio and experience)
* Oversee pre-arrival preparations and smooth day-to-day operations
* Ensure household presentation and housekeeping meet client expectations
* Liaise with contractors and suppliers for maintenance and repairs
* Track household inventories and stock levels
6. Business Development
* Identify opportunities to expand the services we provide
* Propose new, value-adding initiatives to clients
* Represent Townhouse professionally at industry events
* Support the management team on strategic growth plans
7. Administration & Operations
* The role is primarily office-based with occasional residence visits
* Create detailed itineraries and PowerPoint presentations
* Confident use of ClickUp, Safari Portal, Airtable, Xero
* Prepare regular client reports and lead billing processes for your accounts
PERSON SPECIFICATION – ABOUT YOU
Luxury hospitality experience is an absolute requirement. This is a foundational expectation for all our Account Managers.
* Background in 5-star hospitality or private household management
* Discreet, trustworthy, and deeply service-oriented
* Energised by fast-paced, high-pressure environments
* Calm, solution-focused, and attentive to fine detail
* Able to anticipate and pre-empt client needs instinctively
* Comfortable liaising with high-profile and UHNW clients
* Confident communicator, capable of adapting tone and language
* Hands-on and flexible—willing to get involved at every level
* Excellent command of English (spoken and written); other languages an asset
* Strong knowledge of Microsoft Office, especially PowerPoint and Excel
* Relevant degree or luxury hospitality training/qualifications
BENEFITS – WHAT WE OFFER
We are proud to offer our team the same level of care that we offer our clients.
* 28 days of annual leave (including bank holidays), increasing by one additional day per year after two years of service, up to 33 days
* Bi-annual performance and end-of-year discretionary bonuses
* Competitive commission structure
* Bi-annual performance reviews with personalised objectives
* Monthly working-from-home allowance
* Opportunity to be part of a small team where your voice is heard and your input valued
* Aviva pension scheme
* Monthly team socials and biannual team events
* One-month paid sabbatical after 5 years of service
Office Work:
* 5 days per week for the first 6 months
* 1 day per week working from home after 6 months of service