House Manager

Our client is looking for an experienced House Manager with an adaptable style and someone who will be hands on when required.

This will initially be on a one year contract but with the option to extend or to make permanent.

Working Monday to Friday 9am - 6pm [with flexibility to work evenings and/or weekends when needed]

The House Manager is responsible for overseeing the daily operations of our principals' private residence(s). This role is critical to ensuring that the household meets its budget/financial goals, maintains operational excellence and achieves long-term success that is in line with our principals' aspirations and values. It demands exceptional organizational skills, advanced management capabilities, and a strong commitment to providing unparalleled hospitality.

The House Manager will act as the main point of contact for all household matters and collaborate with our principals, team and vendors to ensure that our principals' needs are met, and the household is run, with the utmost attention, care and discretion. He/she will develop and uphold systems and processes for attaining and maintaining the highest standards of comfort, service and security across all household functions. These include planning and maintaining household budgets, managing domestic staff and service providers, coordinating property maintenance and repairs, organizing events and travel, and administering personal effects and other household inventory.

The House Manager must have a proven track record as an Estate/House Manager or a similar role in a private residence or luxury hospitality establishment. He/she should possess strong leadership skills, excellent communication skills, a high degree of discretion, superior knowledge in household management, a keen eye for detail, the ability to prioritize and problem solve, great flexibility and adaptability in responding to changes and requests, and a hands-on approach, if and where required. He/she must also have a valid driver's license and a car.

RESPONSIBILITIES

1. Property management

• Ensure that the property is safe and well-maintained

• Conduct regular inspections of interior, exterior, grounds and any ancillary buildings

• Ensure household systems such as security, lighting, AV/IT, cooling and heating are functioning at optimal levels

• Identify potential issues such as wear and tear, safety hazards, maintenance needs, etc. and address them proactively

• Schedule and oversee all routine maintenance and timely repairs of any broken or malfunctioning equipment or systems

• Ensure the property complies with local laws and regulations including building codes, fire safety and environmental standards

• Plan and supervise all works of contractors and tradesmen, and ensure that projects such as extensions, refurbishments, remodelling, etc. are completed on time, within budget and to the highest standards

• Act as a key holder

• Manage property lease, purchase and/or sale as required

2. Household management

• Oversee all aspects of daily household operations

• Design and implement checklists, policies, schedules and systems to ensure adequate and seamless cover for all household needs

• Perform routine inspections to ensure that the residence is clean, organized and in impeccable condition

• Supervise and coordinate any maintenance and repair of damaged appliances, furnishing, goods and interiors

• Oversee and coordinate the maintenance of specialist and valuable items such as art and antiques

• Ensure the kitchen runs smoothly and enforce high hygiene, safety and service standards

• Support menu planning and meal services to ensure dietary requirements including allergies, intolerance and meal times are met

• Manage laundry schedule and ensure the proper care for delicate and fine fabrics

• Oversee and coordinate wardrobe organization, rotation and cataloguing

• Purchase and maintain adequate household and kitchen inventory. Ensure that supplies (on and offsite) are current, well stocked, and meet all needs and preferences

• Enforce minimal wastage and promote recycling/upcycling practices

• Oversee and coordinate care for indoor plants

• Manage receipt or return of deliveries, packages, mails, and other household supplies

• Assist to run errands

• Develop and maintain protocols for safety and emergency preparedness

3. Staff management

• Lead a team of household staff including chefs, drivers, housekeepers, laundresses, and other domestic workers

• Manage staff rostering to ensure the household is adequately staffed for day-to-day operations as well as special events

• Develop and maintain benchmarks and quality control to ensure consistent and high service delivery

• Hold regular briefings with staff to communicate household schedules, special tasks, upcoming events, and other needs.

• Manage staff recruitment, onboarding, learning & development, performance review, grievances, resignation/termination and offboarding

• Develop performance and retention strategies, policies and systems to reduce staff turnover and maintain high staff morale and good teamwork

• Monitor staff workload to avoid burnout and support staff well-being

• Maintain effective communication with staff, addressing concerns, conflicts and needs in a timely and professional manner

• Ensure compliance with all labour rules and regulations

4. Visitor management

• Ensure a smooth and enjoyable stay/visit for all guests

• Coordinate pre-arrival arrangements and ensure that guest preferences, dietary restrictions, special requests and other expectations for each visit are met

• Oversee preparation of guest rooms and ensure that essentials and requested amenities are stocked and ready

• Organize personalized touches where applicable

• Receive all guests and oversee their comfort during the stay

• Anticipate and coordinate guest needs such as arranging transportation and activities

• Handle and coordinate any spontaneous guest requests

• Ensure high level of discretion and respect for guest privacy

• Coordinate departure logistics

• Send guests off and coordinate any necessary follow up

5. Vehicle & transport management

• Oversee the care, maintenance and scheduling of household vehicles

• Ensure compliance with all rules and regulations such as vehicle registration, road tax renewal and MOT inspections

• Coordinate regular maintenance and inspections

• Schedule repairs for any mechanical and technical issues in a timely fashion

• Ensure vehicles are fuelled, cleaned and detailed regularly, both exterior and interior, and in pristine condition

• Oversee proper protection and storage of vehicles when not in use

• Develop and maintain driver safety and service etiquette protocols

• Manage sale and/or purchase of vehicles

• Coordinate other transport requirements

6. Pet care

• Oversee the daily needs of house pets

• Establish and maintain a structured feeding schedule and ensue that nutritional needs are met

• Purchase and manage pet food and other supplies

• Ensure pets receive adequate engagement based on breed, age and energy level

• Plan and manage various pet care activities such as grooming, walking, training, and boarding arrangements

• Organize and coordinate vet visits. Oversee treatment plan and administer medication as directed by vets

• Ensure a safe environment that is free from hazards such as toxic plants, harmful chemicals, or dangerous objects

• Develop and implement safety protocols to prevent pets from accessing prohibited foods or restricted areas, escaping the property, etc.

6. Childcare

• Implement parental preferences if any

• Assist in school runs when required

• Oversee and coordinate childcare support such as meal planning, preparation of school supplies, management of personal belongings, organization of social activities, etc.

• Help prepare children for trips and supervise travel logistics

• Stay overnight at the property in the absence of both principals

7. Household administration and reporting:

• Plan and manage household budget and expenses

• Make timely payment of household bills and expenses

• Develop and maintain comprehensive household checklists, operating manuals, policies, etc. to ensure efficient management of various household functions and activities

• Maintain up-to-date records of property related documents such as deeds, insurance policies, maintenance logs, etc.

• Maintain proper records of vendor contracts and other service agreements

• Maintain up-to-date schedule of property and household maintenance schedule

• Maintain an organized inventory of household items and supplies

• Maintain adequate property and household content insurance coverage

• Maintain records of staff employment contracts, holiday consumption, performance reviews, and current personal data

• Handle payroll and expense claims for household staff

• Track and process holiday and overtime accrual, bonuses and benefits for household staff

• Maintain up-to-date records of vehicle related documents such as registrations, insurance policies, inspection certificates, etc.

• Maintain adequate vehicle insurance coverage

• Prepare regular reports such as:

o Budget and expenses report

o Activity report

o Property repair & maintenance report

o Inventory report

o Overtime and resource planning report

o Vehicle report

JOB SPECIFICATIONS

Education/Training:

A Degree/Diploma in Administration, Management or its equivalent is an advantage but not essential.

Proficiency in Office365 applications.

Experience:

A minimum of eight years of professional experience in estate or household management with exposure to private households or hospitality and service industry. Prior experience in single or multi-family office environment will be an advantage

Knowledge/Skills:

• High service aptitude

• High degree of confidentiality, integrity and discretion

• Excellent communication and negotiating skills

• Excellent social and interpersonal skills

• Independent and self-starter

• Excellent problem solving skills

• Highly motivated, quick to learn and initiate solutions

• Highly adaptable and flexible