Inhabit Hotels
Inhabit Hotels spans two urban wellness hotels in west London. We were born from the desire to offer guests a truly restorative experience, fostering mindfulness, healthy habits and better sleep. We want our guests to leave feeling nourished, rested and inspired.
With Paddington and Bayswater on our doorsteps, we'll also give you the tools to explore what our corner of the city has to offer. Inhabit is much more than a hotel; it's a community that will welcome you back, time and time again. We strongly believe that the hospitality and tourism sector can affect positive change in people's lives, particularly by creating job opportunities.
Role Overview
The House Manager manages Heads of Departments directly and leads the wider hotel team, overseeing all aspects of running a hotel, including but not limited to Guest Experience from pre-arrival to post-departure service, Events, Health & Safety, P&L, Compliance, Training, Maintenance, Projects, Commercial Performance, and Reputation Management.
House Manager holds responsibility for the health, safety, and welfare of employees, guests, and visitors of the hotel.
House Manager ensures licence, award and insurance agreements are respected, adequate procedures, trainings are in place and responsibilities are clearly defined.
KEY RESPONSIBILITIES
Team & Operations Management
• Discipline and a high degree of care are always shown towards guests.
• Staffing levels are aligned to business needs and adjusted as required.
• Team member rotas, holidays, hours, and attendance are effectively managed and communicated to Payroll.
• Headcount changes are made in a timely manner to ensure consistent service delivery and cost control.
• Underperformance is addressed promptly and in line with HR procedures.
• High-performing team members are recognised and encouraged to grow within the business.
• All team members represent the property's values when interacting with guests and colleagues.
• Starters, leavers, and payroll changes are processed accurately and in accordance with deadlines.
• Payroll is updated with relevant changes in line with agreed schedules.
• Wage queries are resolved swiftly, and discrepancies are investigated and corrected promptly.
• Annual appraisals and probation reviews are carried out on time and to the required standard.
• Shift leaders are trained to conduct performance reviews and provided with ongoing coaching.
• The quality and consistency of all performance reviews are regularly monitored.
• All team members receive constructive and high-quality feedback on their performance.
• Performance at all levels is appropriately managed, with necessary actions taken when required.
• Daily operations meetings are conducted on time and run effectively.
• A monthly schedule of team communication meetings is published and well attended.
• Team members are kept informed of daily, departmental, and wider business updates.
• Positive working relationships are encouraged and maintained across all departments.
Training & Development
• Acts as a role model for the team, demonstrating high standards of behaviour, communication, and guest service.
• Coaches, mentors, and supports team members to perform at their best.
• Ensures all new team members complete a thorough departmental induction and any required training.
• Maintains accurate and up-to-date training records.
• Ensures all Standard Operating Procedures (SOPs) are current and aligned with operational standards.
• Facilitates and supports daily briefings and ongoing training sessions.
• Service training manuals are regularly reviewed, updated, and used to support team learning.
• New team members are signed off before being scheduled to work without supervision.
• Provides timely, constructive feedback to direct reports and other team members when appropriate.
• Actively gathers guest feedback to assess and improve training effectiveness.
• Uses feedback to drive service improvements and team development.
• Works with relevant internal departments (e.g. L&D, Guest Experience) to support training programmes and upskilling.
Service Quality
• Ensures guest needs are anticipated, and appropriate arrangements are made to meet those needs.
• Maintains personal contact with key guests to develop strong, positive relationships.
• Oversees arrival, departure, and long-stay guest planning with hotel teams to ensure smooth execution.
• Drives efforts across to enhance guest experiences and exceed expectations.
• Actively encourages and facilitates the collection of guest feedback.
• Oversees the handling of guest complaints, ensures thorough investigations are conducted, shares learnings with the team, and implements measures to prevent recurrence.
• Ensures guest complaints are resolved appropriately and in a timely manner, with a focus on root-cause analysis and service recovery.
Reputation Management
• Maintains an effective presence during peak business times, high footfall periods, and at any opportunity to build quality connections with guests.
• Demonstrates strong attention to detail regarding the overall presentation, both internally and externally.
• Oversees guest response management and ensures action plans are developed and implemented to enhance guest experience and overall reputation.
Health & Safety
• Ensures all properties comply with the Health and Safety at Work etc. Act 1974 and all other applicable UK Health & Safety and Fire Safety legislation, including but not limited to the Workplace (Health, Safety and Welfare) Regulations, Manual Handling Regulations, First Aid at Work Regulations, Personal Protective Equipment at Work Regulations, and the Regulatory Reform (Fire Safety) Order 2005.
• Ensures suitable and sufficient Health & Safety policies, procedures, training, and safe systems of work are implemented across all hotels, in areas including but not limited to fire safety, food safety, asbestos management, and Legionella control.
• Regularly reviews the Health & Safety management systems at each property and ensures accurate health and fire safety records are maintained.
• Monitors and implements changes to existing procedures based on best practice, legal updates, and industry standards.
• Promotes a strong Health & Safety culture through visible leadership, effective training, and ongoing practical support.
• Seeks advice from the Head of Health, Safety and Security to ensure full compliance with legal duties and internal standards.
SKILLS & QUALIFICATIONS
• Minimum of 3-5 years of proven leadership experience in a senior Front Office, Rooms Divisions, or Hotel Management roles within a luxury hospitality environment.
• Strong leadership and team management skills, with the ability to mentor and motivate staff.
• Exceptional customer service and communication skills, with a passion for delivering excellence.
• Ability to work effectively under pressure, manage multiple priorities, and adapt to changing guest needs.
• High level of organisational and problem-solving skills with a focus on operational efficiency and meticulous attention to detail.
• Proficiency in hotel management systems and reporting tools.
• Excellent verbal and written communication skills, with the ability to build rapport with guests and internal teams.
• Fluency in multiple languages is an advantage.
This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.
WORKING CONDITIONS
• Full-time position with a variable schedule, including evenings, weekends, and holidays as needed.
• Fast-paced environment requiring the ability to manage multiple priorities simultaneously.
• On-call availability may be required for emergencies or operational issues.
• Extended periods of standing or walking may be necessary during events or busy periods.
• Must be able to handle high-pressure situations with professionalism and composure.
• Occasional travel for training or sister-property support.
Benefits
• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.
Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.
Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.
Inhabit Hotels spans two urban wellness hotels in west London. We were born from the desire to offer guests a truly restorative experience, fostering mindfulness, healthy habits and better sleep. We want our guests to leave feeling nourished, rested and inspired.
With Paddington and Bayswater on our doorsteps, we'll also give you the tools to explore what our corner of the city has to offer. Inhabit is much more than a hotel; it's a community that will welcome you back, time and time again. We strongly believe that the hospitality and tourism sector can affect positive change in people's lives, particularly by creating job opportunities.
Role Overview
The House Manager manages Heads of Departments directly and leads the wider hotel team, overseeing all aspects of running a hotel, including but not limited to Guest Experience from pre-arrival to post-departure service, Events, Health & Safety, P&L, Compliance, Training, Maintenance, Projects, Commercial Performance, and Reputation Management.
House Manager holds responsibility for the health, safety, and welfare of employees, guests, and visitors of the hotel.
House Manager ensures licence, award and insurance agreements are respected, adequate procedures, trainings are in place and responsibilities are clearly defined.
KEY RESPONSIBILITIES
Team & Operations Management
• Discipline and a high degree of care are always shown towards guests.
• Staffing levels are aligned to business needs and adjusted as required.
• Team member rotas, holidays, hours, and attendance are effectively managed and communicated to Payroll.
• Headcount changes are made in a timely manner to ensure consistent service delivery and cost control.
• Underperformance is addressed promptly and in line with HR procedures.
• High-performing team members are recognised and encouraged to grow within the business.
• All team members represent the property's values when interacting with guests and colleagues.
• Starters, leavers, and payroll changes are processed accurately and in accordance with deadlines.
• Payroll is updated with relevant changes in line with agreed schedules.
• Wage queries are resolved swiftly, and discrepancies are investigated and corrected promptly.
• Annual appraisals and probation reviews are carried out on time and to the required standard.
• Shift leaders are trained to conduct performance reviews and provided with ongoing coaching.
• The quality and consistency of all performance reviews are regularly monitored.
• All team members receive constructive and high-quality feedback on their performance.
• Performance at all levels is appropriately managed, with necessary actions taken when required.
• Daily operations meetings are conducted on time and run effectively.
• A monthly schedule of team communication meetings is published and well attended.
• Team members are kept informed of daily, departmental, and wider business updates.
• Positive working relationships are encouraged and maintained across all departments.
Training & Development
• Acts as a role model for the team, demonstrating high standards of behaviour, communication, and guest service.
• Coaches, mentors, and supports team members to perform at their best.
• Ensures all new team members complete a thorough departmental induction and any required training.
• Maintains accurate and up-to-date training records.
• Ensures all Standard Operating Procedures (SOPs) are current and aligned with operational standards.
• Facilitates and supports daily briefings and ongoing training sessions.
• Service training manuals are regularly reviewed, updated, and used to support team learning.
• New team members are signed off before being scheduled to work without supervision.
• Provides timely, constructive feedback to direct reports and other team members when appropriate.
• Actively gathers guest feedback to assess and improve training effectiveness.
• Uses feedback to drive service improvements and team development.
• Works with relevant internal departments (e.g. L&D, Guest Experience) to support training programmes and upskilling.
Service Quality
• Ensures guest needs are anticipated, and appropriate arrangements are made to meet those needs.
• Maintains personal contact with key guests to develop strong, positive relationships.
• Oversees arrival, departure, and long-stay guest planning with hotel teams to ensure smooth execution.
• Drives efforts across to enhance guest experiences and exceed expectations.
• Actively encourages and facilitates the collection of guest feedback.
• Oversees the handling of guest complaints, ensures thorough investigations are conducted, shares learnings with the team, and implements measures to prevent recurrence.
• Ensures guest complaints are resolved appropriately and in a timely manner, with a focus on root-cause analysis and service recovery.
Reputation Management
• Maintains an effective presence during peak business times, high footfall periods, and at any opportunity to build quality connections with guests.
• Demonstrates strong attention to detail regarding the overall presentation, both internally and externally.
• Oversees guest response management and ensures action plans are developed and implemented to enhance guest experience and overall reputation.
Health & Safety
• Ensures all properties comply with the Health and Safety at Work etc. Act 1974 and all other applicable UK Health & Safety and Fire Safety legislation, including but not limited to the Workplace (Health, Safety and Welfare) Regulations, Manual Handling Regulations, First Aid at Work Regulations, Personal Protective Equipment at Work Regulations, and the Regulatory Reform (Fire Safety) Order 2005.
• Ensures suitable and sufficient Health & Safety policies, procedures, training, and safe systems of work are implemented across all hotels, in areas including but not limited to fire safety, food safety, asbestos management, and Legionella control.
• Regularly reviews the Health & Safety management systems at each property and ensures accurate health and fire safety records are maintained.
• Monitors and implements changes to existing procedures based on best practice, legal updates, and industry standards.
• Promotes a strong Health & Safety culture through visible leadership, effective training, and ongoing practical support.
• Seeks advice from the Head of Health, Safety and Security to ensure full compliance with legal duties and internal standards.
SKILLS & QUALIFICATIONS
• Minimum of 3-5 years of proven leadership experience in a senior Front Office, Rooms Divisions, or Hotel Management roles within a luxury hospitality environment.
• Strong leadership and team management skills, with the ability to mentor and motivate staff.
• Exceptional customer service and communication skills, with a passion for delivering excellence.
• Ability to work effectively under pressure, manage multiple priorities, and adapt to changing guest needs.
• High level of organisational and problem-solving skills with a focus on operational efficiency and meticulous attention to detail.
• Proficiency in hotel management systems and reporting tools.
• Excellent verbal and written communication skills, with the ability to build rapport with guests and internal teams.
• Fluency in multiple languages is an advantage.
This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.
WORKING CONDITIONS
• Full-time position with a variable schedule, including evenings, weekends, and holidays as needed.
• Fast-paced environment requiring the ability to manage multiple priorities simultaneously.
• On-call availability may be required for emergencies or operational issues.
• Extended periods of standing or walking may be necessary during events or busy periods.
• Must be able to handle high-pressure situations with professionalism and composure.
• Occasional travel for training or sister-property support.
Benefits
• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.
Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.
Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.