Guest Experience Lead & Host

We’re looking for a Manager who loves creating meaningful moments and a welcoming atmosphere. Someone who leads with warmth, confidence and personality, bringing people together and making every guest and team member feel at home. This role is perfect for someone who enjoys guiding a team, maintaining high standards and shaping memorable experiences for everyone who walks through the House 21 door.

At Home House, how we work together matters. You’ll be part of a team that celebrates each other, learns from each other and takes pride in making every guest experience feel special.

Here’s what you can expect:

• Be part of a happy team: We genuinely enjoy what we do and we look out for one another. You’ll join a supportive team where your contribution counts.
• Grow your craft: Whether you’re developing your management style, supporting your team to grow or finding new ways to enhance the guest experience, you’ll have the space to learn, lead and progress in your career.
• Room for personality: Home House is one of London’s most distinctive private members’ clubs. It’s lively, surprising and full of character, just like the people who work here.
• High standards: We take pride in thoughtful service, beautiful detail and creating experiences that feel effortless and warm.

Your purpose:

• Act as the Host / Maître d' for the House serving as the first and lasting impression for members and guests, delivering a warm, confident and professional welcome at all times.
• Curate and maintain the overall atmosphere of the House, ensuring lighting, music, layout and flow complement the time of day and guest profile.
• Own the guest journey from arrival to departure, proactively managing bookings, seating and special requests to ensure an exceptional experience.
• Build strong rapport with members and guests, recognising preferences and encouraging repeat visits through personalised service.
• Ensure SevenRooms, reservations and membership systems are consistently updated and informed of guest preferences, special occasions and service notes to anticipate needs, personalise experiences and deliver a cohesive, elevated guest journey.
• Lead detailed pre-service and daily briefings, aligning teams on guest personality insights, engagement approach, recognition standards and member preferences.
• Actively encourage and respond to guest feedback, using insights to enhance service standards and the overall hosting experience.
• Handle all guest enquiries, feedback and special requests with professionalism, discretion and efficiency, resolving issues confidently and escalating where appropriate.

Leadership and operations:

• Take full responsibility for the operation, team leadership and service delivery.
• Maintain and evolve exceptional service standards, ensuring all Standard Operating Procedures are followed consistently.
• Lead by example on the floor, maintaining visibility during service and supporting the team to deliver seamless, high-quality service.
• Ensure all areas are correctly closed and secured at the end of service and that any faulty equipment, machinery or service-ware is reported and actioned promptly.
• Maintain in-depth knowledge of facilities, room rates, promotions and operating hours across both Homes to confidently identify and drive cross-selling opportunities.
• Positively approach sales opportunities, guiding guests through menus with expert knowledge to maximise revenue.
• Ensure all sales transactions are processed accurately and in line with company procedures.

Team management:

• Lead the team, ensuring clear communication and consistent standards.
• Train and mentor new team members on Standard Operating Procedures, hosting standards and service expectations.
• Promote a culture of professionalism, respect and collaboration, maintaining excellent colleague relations.
• Take responsibility for the recruitment, onboarding and retention of high-calibre team members.
• Support team development through regular feedback and quarterly appraisals via OpenBlend.
• Liaise with Human Resources regarding employee relations matters, ensuring compliance with company policies and employment legislation.

Budget control:

• To have overall responsibility for the operational costs and profitability of the department in order to ensure that revenue and profitability is achieved.
• Effectively manage departmental payroll in accordance with the budget.

What we offer:

• A friendly, inclusive workplace where you can be yourself.
• Training, development and chances to grow your career.
• Competitive salary, performance based bonus and pension.
• Health care cash-plan and Employee Assistance Programme.
• Gym and retail discounts.
• Complimentary meals on duty.
• Access to both Home House and Home House Studio experiences.
• Stream pay support.
• Full uniform provided.

If this sounds like a place where you’d feel at home, we’d love to hear from you. Apply and join us in making the magic happen.