Rooms Division Manager - Mayfair - New Opening

Nestled amongst the timeless Georgian townhouses and luxury boutiques of Mayfair, The Shepherd Mayfair will be perfectly located on the western edge of Shepherd’s Market, moments from iconic landmarks like Park Lane, Hyde Park, Green Park, and Knightsbridge, and within walking distance of Piccadilly. It offers guests a unique entryway into London’s most prestigious neighbourhood.

Designed as a modern “lifestyle mansion”, The Shepherd Mayfair is envisioned to feel like a natural part of Mayfair’s history, as if it has always belonged. This blend of contemporary luxury and authentic charm creates a welcoming atmosphere for those seeking a true connection to the neighbourhood. Every element of the hotel reflects this rich heritage, while maintaining a modern, understated elegance.

The hotel’s 82 beautifully crafted rooms and suites and three F&B outlets offer a refined yet relaxed ambiance, with a thoughtful nod to British classic design. Playful touches complement sophisticated details, delivering a personalised experience for today’s discerning travellers. Each room exudes warmth and comfort, ensuring guests feel at home in one of London’s most iconic districts.

We are currently recruiting for a Rooms Division Manager to join our team

Reporting directly to General Manager, this is an exciting role for a talented individual who is looking for career growth and for the opportunity to open a Hotel in Mayfair, London

What we offer:

• £65,000 per annum plus Service Charge and Bonus
• Permanent, full-time contract (40hrs per week).

Benefits

• Hotel discounts across all Axiom Hospitality hotels ‐ colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

As Rooms Division Manager, you will be responsible for the Reception, Housekeeping and Guest Relations | Concierge Departments. You will lead, coach and train the teams to provide attentive, authentic and gracious luxury service to all guests. You will be accountable for the success of these departments not just financially but also on the engagement of your teams, guest experience and the reputation scores their feedback generates.

Reporting to the General Manager, this is a very hands-on role (typically more than one would normally expect for a Rooms Division Manager), you will lead by example and ensure there is a culture of greeting guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

The ideal candidate must be a Front Office | Reception expert and have a minimum of two of the three below previous experiences:

- Opened a hotel before in a Leadership role
- Has 5 Star | Luxury Hotel experience
- Has London Hotel experience

Responsibilities of a Rooms Division Manager will include but are not limited to:

• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our culture and values.
• Directly managing the Reception and Guest Relations | Concierge teams Team in delivering the Front of House strategy and targets.
• Working closely with the Head Housekeeper in ensuring standards are being met and that they have all the tools available to them to clean guest floors and bedrooms, public areas and heart of house effectively and efficiently.
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance.
• Establishing opportunities for improving operations consistently.
• Address guests' service needs in a professional, positive, and timely manner.
• Comply with quality assurance expectations and standards.
• Setting a clear example for all employees with regard to personal presentation and positive attitude.
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business.
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.
• As a member of the Guidance team, you will help drive and lead the Hotel Culture which includes playing active part in Employee Induction and other activities that involve team members not within your specific area of responsibility.
• Lead the recruitment of new talent within your area of responsibility and ensure that a robust yet flexible induction plan is created and followed
• You will produce the SOPs for Reception, Guest Relations and Concierge and support the creation of them for Housekeeping
• Represent The Shepherd Mayfair at Axiom’s Front Office Academy and play an active part in it’s success and development of other Front Office | Reception Leaders.
• You, along with your Rooms Division Leadership team will be responsible for ‘Hotel’ feedback by replying to online reviews and queries generated by guests
• Within Rooms Division you will be the Brand Standards expert, it is your responsibility to ensure these standards are bought to life, lived and adhered to.
• Establish in partnership with the Executive Chef, Pastry Chef and Guest Relations Manager a comprehensive Amenity program that is on brand, interesting, luxury and evolves – trends, time of the year etc
• Ensures there is robust communication processes in place within Rooms Division, not just limited to Daily Hotelwide communication, leadership meetings with their team, handover between shifts and the internal online tools in place.
• Prepare the New Year Financial budget for Rooms Division in line with the timelines put in place.
• Actively participate in Green Initiatives – established and created, and ensure their team is equally engaged.
• Ensure that Rooms Division is compliant; mandatory People and Culture trainings, weekly, monthly, bi-monthly and annual etc audits for Fire Life Safety, Health and Safety.
• Champion the Reception teams upselling program by ensuring that is part of all briefings | handovers, there is regular training and that the targets are realistic.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and The Shepherd Mayfair.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.