People & Culture Lead — Hospitality Growth & Learning in London

Welcome to the heart of hospitality excellence! At BaxterStorey we take immense pride in delivering exceptional guest experiences and creating unforgettable moments. As a renowned pioneer in the hospitality industry, we are excited to welcome individuals who share our passion for providing genuine hospitality and impeccable service.

We currently have a fantastic opportunity for a People & Culture Manager to join us and take the lead in revolutionising the development and implementation of the People Plan that supports current and future business growth and opportunities. A key focus is to create a forward‑thinking learning environment where employees can continuously develop to be their best.

You’ll be the cultural heartbeat of our operations, ensuring our people are seen, supported, and set up to thrive. Working side‑by‑side with the Account Director, you'll create a consistent, human‑centric experience across all teams, championing a culture of belonging, growth, and wellbeing.

This role isn’t about ticking HR boxes — it’s about shaping a people‑first environment that inspires action, unlocks potential, and creates long‑term engagement.

• Partner closely with the Account Director to co‑create and align people strategies with business objectives.
• Lead a One Team, WSH brand ethos with 3 sister companies, BaxterStorey, Benugo and Portico, in true partnership and harmony.
• Engage with internal stakeholders on bi‑weekly calls and monthly meetings to ensure consistency in support, benefits, and cultural initiatives across teams.
• Having presence in the spaces and time with team members is critical to the success of the role.
• Interact and report to clients on people updates, AI and HR metrics and industry updates.
• Planning, analysis, presenting and delivering quarterly board meeting reports and strategies.

Learning, Growth & Development

• Lead the charge on Learning & Development strategy and delivery:
• Identify skills gaps and capability needs through data, observation, and team feedback.
• Design and roll out tailored development opportunities for front line teams and leaders — think workshops, coaching sessions, bite‑sized digital learning, and more.
• Collaborate with department heads to embed learning into everyday operations, not just formal training sessions.
• Support managers to become better coaches, encouraging continuous feedback and growth conversations.
• Spot rising stars and help shape their development journeys toward future leadership roles.

Culture, Engagement & Inclusion

• Facilitate and embed key culture‑driving initiatives across departments, including:
• Employment Law awareness and compliance.
• Equity, Diversity & Inclusion (EDI) programs that walk the talk.
• Wellbeing & Mental Health awareness, resources, and support.
• Champion a proactive approach to engagement and inclusion, both virtually and on‑site.
• Lead on annual engagement survey delivery and analysis, turning data into practical action plans in partnership with leaders.
• Develop and run pulse surveys to keep your finger on the cultural pulse.

Performance, Progression & Succession

• Support and facilitate the annual performance management cycle, ensuring it’s more than just a paper exercise — it’s a meaningful driver of growth and clarity.
• Drive succession planning for management‑level and senior roles by identifying high‑potential talent and building internal development pathways.

Mobility & Presence

• Be ready for occasional nationwide travel to support on‑site engagement, deliver culture activations and stay close to the people experience.

Qualifications

• Ability to interpret and analyse data, to ask informed questions and to translate this into strategic HR initiatives/people plans.
• Strong communication and relationship management skills.
• Proficiency in Microsoft XL and PowerPoint.
• Strong planning and organisational skills.
• Knowledge and practical experience of people management processes and procedures including recruitment and selection, performance management, learning and development, remuneration and benefits, and employee relations.
• Strong generalist People/HR experience with strong commercial awareness.
• Experience in a fast‑paced environment, retail or hospitality preferred but not essential.
• Strong employee relations knowledge and experience including reorganisations and harmonising terms and conditions.

We are proud to be an inclusive employer and welcome applications from candidates of all backgrounds. We celebrate individuality and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, abilities, gender identities, sexual orientations, races, religions, and socio‑economic backgrounds.

BaxterStorey is committed to encouraging equity, diversity, and inclusion (ED&I) among our workforce and aim for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best. To support our commitment to this we have set ourselves an ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.