House Manager

At Sloane; Greater London; On-site; GBP 40,000 - 41,000; Full time

Benefits offered by this job

Meals on duty

Refer a Friend bonus

Enhanced annual leave

Pension contribution 3%

Dry cleaning on-site

Job summary

CIH International Housing Group owns a 5-star Chelsea hotel offering luxury accommodations and a refined guest experience. The House Manager will oversee Front of House daily operations, mentor the Front Office team, and cultivate a loyal guest base with a focus on service excellence.

The role requires leadership across departments, strong client relations, and the ability to act decisively during peak times and emergencies. Flexible shifts, nights and holidays are expected.

Qualifications

• Experience in hotel operations, preferably within a luxury or upscale hospitality environment.
• Strong leadership, decision-making, and crisis-management abilities.
• Excellent interpersonal and communication skills with a guest-focused mindset.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of hotel operations across multiple departments.
• Flexibility to work shifts, including nights, weekends, and public holidays.

Responsibilities

• Act as the hotel's operational leader on shift, ensuring smooth and efficient operations across all departments.
• Serve as the primary point of contact for guest concerns, emergencies, and operational escalations.
• Primarily based at the Front Office; handle arrivals and departures, special requests, and important guest interactions with professionalism and discretion.
• Monitor overall guest satisfaction and intervene proactively when service issues arise.
• Coordinate with department heads (Front Office, Housekeeping, Engineering, Food & Beverage) to resolve operational issues quickly.
• Manage incident reports, guest complaints, and service recovery documentation.
• Conduct shift briefings and communicate operational updates to relevant teams.
• Represent hotel leadership outside regular management hours and make operational decisions when required.

Skills

Hotel operations

Leadership

Guest relations

Crisis management

Interpersonal skills

Multidepartment knowledge

Flexibility

Tools

Guestline PMS

Microsoft Office

Job description

Position:

House Manager

Report to:

Assistant Front office Manager and Front Office Manager

What will I get?

• Competitive salary ranging from £40,000 to £41,000 gross per annum, based on a 40-hour working week and inclusive of service charge, depending on experience.
• Enhanced annual leave, increasing with length of service
• Complimentary meals while on duty
• £1,000 "Refer a Friend" bonus scheme
• Ongoing learning and professional development opportunities
• Reward programmes, long service recognition, and employee appreciation incentives
• Employer pension contribution of 3%
• Complimentary dry cleaning
• Enhanced maternity and paternity pay
• A vibrant social calendar and engagement programme, including team events, seasonal celebrations and a quarterly Chair's message
• Access to the CODE App, offering exclusive discounts across restaurants, hotels, and experiences in the UK*
• Access to the HSF Health Plan*, including:
  • Dental reimbursement
  • 24/7 GP advice line and confidential counselling support, including assistance for dependents
  • Optical reimbursement
  • Complimentary cover for your partner and children
  • High street and grocery discounts, discounted cinema tickets, and a wide range of retail offers
  • Discounted gym memberships

What will I be doing?

As the House Manager, you will be responsible for overseeing the Front of House daily operations whilst assisting management in the training of the Front Office team. You will lead by example in your pride and knowledge of the hotel and its services, ensuring that standards are always maintained. You will also have a strong emphasis on the guest relations aspect of your role, focusing on developing a regular clientele base, ensuring their recognition and satisfaction prior, during and after their stay.

Main Duties

• Act as the hotel's operational leader on shift, ensuring smooth and efficient operations across all departments.
• Serve as the primary point of contact for guest concerns, emergencies, and operational escalations.
• Primarily based at the Front Office; handle arrivals and departures, special requests, and important guest interactions with professionalism and discretion.
• Monitor overall guest satisfaction and intervene proactively when service issues arise.
• Coordinate with department heads (Front Office, Housekeeping, Engineering, Food & Beverage) to resolve operational issues quickly.
• Manage incident reports, guest complaints, and service recovery documentation.
• Conduct shift briefings and communicate operational updates to relevant teams.
• Represent hotel leadership outside regular management hours and make operational decisions when required.

Personal Attributes

• To maintain a high customer service focus by approaching your job with the guest always in mind. To remember that guests can be both internal; employees and colleagues and external; suppliers and customers.
• To positively impact, take personal responsibility and initiative to resolve issues, constantly clearly communicating with both guests and colleagues.
• To be decisive, accepting personal responsibility for making things happen, thinking ahead and developing contingency plans.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge to improve your performance
• To be flexible, responding quickly and positively to changing requirements.
• To maintain high team, focus by showing co-operation and support to colleagues in the pursuit of department goals.

Required Skills & Qualifications

• Experience in hotel operations, preferably within a luxury or upscale hospitality environment.
• Strong leadership, decision-making, and crisis-management abilities.
• Excellent interpersonal and communication skills with a guest-focused mindset.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of hotel operations across multiple departments.
• Flexibility to work shifts, including nights, weekends, and public holidays.

What are we looking for?

• Minimum 2 years' experience in a similar role within a luxury property (pre-opening experience is highly desirable).
• Previous experience with Guestline PMS is an advantage.
• Leadership skills to effectively manage and motivate the team to achieve a high level of service.
• Has good command of the English language, spoken. French language skills are much appreciated.
• Strong work ethic, agility, and clarity of thought, with the ability to complete tasks and meet deadlines under pressure, despite interruptions.
• Willingness to have a flexible working pattern to fit in with the needs of the business.
• Proficient in the use of Microsoft Office.

Who are we?

We are a 5-star luxury lifestyle boutique hotel located in the heart of Chelsea, housed in a beautifully restored 19th-century building beside Sloane Square station. The hotel features a rooftop restaurant, an intimate cocktail bar, and thirty thoughtfully designed bedrooms.

Blending the heritage of the Cadogan Estate with a refined French sensibility, the hotel offers a private, elegant, and characterful environment. Independently run, we seek passionate individuals who take pride in their craft and are motivated to contribute to something special.

Our people are ambassadors of the property - trusted to bring personality, precision, and pride to everything they do, while delivering a level of service that is warm, confident, and quietly exceptional.

*Upon successful completion of the probation period

*The service charge range fluctuates based on our forecasted business levels and may vary from month to month.