Careers

About the role

We are now seeking a Community Hosts for this unique opportunity to be part of the pre-launch, launch and stabilisation of Westbourne Park. This role is ideal for someone with a passion for hospitality, customer service and community engagement whilst looking to broaden their experience by overseeing all aspects of day-to-day operations. The Community Host plays a key role in delivering on the customer service expectations. You will cover the main reception desk and act as the first point of contact for all residents and their guests providing a professional and friendly service as well as delivering an exceptional first impression. You are required to provide day-to-day support to the building senior management team whilst assisting and addressing resident issues, ensuring all problems are affectively resolved, overseeing housekeeping, general administration and supporting the various amenity propositions as required.

Responsibilities:

• Creating an exceptional environment that encourages active connections with our residents to create a real sense of community, whilst working to establish meaningful relationships with residents so that they can recommend Mason & Fifth to their acquaintances and leave good reviews
• Provide the image and service representative of a 5-star building by professionally greeting residents and customers, communicating clearly and effectively, taking pride in the building’s appearance, and enjoying a professional working environment
• Perform check-in and check-out inspections updating the PMS system with all notes
• To deliver check-in and check-out’s duties during nominated shift working hours
• Conduct regular visual standards inspections of the building in its entirety noting down all required actions
• Delivering building tours to prospective new residents
• Dealing with enquiries in person and by phone, forwarding phone calls to the appropriate recipient.
• Serve as a primary resource in assisting residents and customers on a day-to-day basis
• Serve as a resource for residents or customers seeking information, assistance, or recommendations: a thorough understanding of all key services, products and local amenities are critical in the ability to deliver service in an exceptional and timely manner
• Administrative duties include, but are not limited to, delivering resident mail & parcels, ordering and inventory management of general supplies, managing and responding to all PMS requirements
• Taking pride in continually keeping the building well presented by ensuring all studios are delivered to a high standard, washrooms and common areas are spotless and always ready for our next resident or customer
• Ensure that you are knowledgeable and trained on all our products to enable effective promotion
• Troubleshooting day to day IT issues, escalating where appropriate and ensure their full resolution
• Manage and adherence to the building security measures including safe storage of access keys and cards, cancelling lost/old access cards, checking access control doors, building walks as part of the opening, and closing procedure
• Responsible for completing daily operational checklists and for both front and back of house areas and for communicating any areas of concern to the building senior management team whilst maintaining all operational equipment- Ensure that the statutory and company Health & Safety (H&S) standards and obligations are adhered to for all people in the building. This includes accident reporting, managing fire evacuations and conducting regular H&S checks
• To adhere to the company’s policies and procedures
• Any other duties as may be required for the efficient accomplishment of your job and the running of the building
• Support with the delivery of all house events
• Collate defects and maintenance issues communicated by the residents and pass on to the maintenance team for resolution
• Manage and coordinate any site visits from maintenance, facilities management and contractors
• Ensure Wi-Fi connection is always up and running strong, working closely with the service.
• Oversee regular general cleaning of the building communal areas and studios according to their sales category
• Set-up residents on the NSP door entry system and be poised to troubleshoot the system.

Knowledge and experience:

• MS Office, in particular Word & Excel
• Previous customer service experience, including the ability to remain flexible and calm in high pressure or continually changing situations.
• Health & Safety Regulations knowledge to building standards level

We’re looking for someone who:

• Ability to communicate effectively and professionally
• Good command of the English language (written and verbal)
• To be a team player and have a flexible approach to work
• Resourceful, articulate, personable
• Ability to multitask whilst being resilient, self-motivated, and proactive
• Professional and confident
• Quick to learn and engage with people

About the role:

The Night Manager is responsible for overseeing the buildings operations during overnight shifts, ensuring the safety, security, and smooth functioning of the property while providing exceptional customer service. This role involves managing the front desk, handling guest check-ins/check-outs, overseeing security protocols, and responding to emergency situations. The Night Manager will also supervise night staff, ensure compliance with health and safety regulations, and carry out administrative duties as required. As the senior staff member on duty overnight, the Night Manager is responsible for maintaining operational standards and managing any issues that may arise during the night shift.

Responsibilities:

• Team leadership & supervision:

Supervise and support the overnight cleaning team, ensuring all duties are carried out efficiently and to a high standard. Provide guidance and feedback, fostering a collaborative environment and ensuring a smooth overnight operation

• Guest check-in/check-outs:

Oversee all guest check-ins and check-outs during the night shift, ensuring a smooth and efficient process. Provide key cards, explain community policies, and assist with any special requests. Ensure that all necessary documentation and billing is completed accurately.

• Customer service:

Handle guest inquiries, requests, and complaints in a calm and professional manner, ensuring high levels of customer satisfaction. Address any issues that arise promptly and ensure all guests have a positive experience, even during late hours.

• Health & safety compliance:

Ensure that all safety protocols are followed during the night shift, including fire and emergency evacuation procedures, security procedures, and hygiene standards. Conduct regular safety checks of the property to ensure compliance with health and safety regulations.

• Security and emergency response:

Oversee security operations during the night shift, ensuring that all entry points are secure, and that the property is monitored effectively. Respond immediately to any emergency situations, including medical, security, or maintenance issues, and follow proper protocols to address them.

• Due diligence & compliance:

Ensure that all guest information is recorded accurately and in compliance with privacy regulations and community policies. Maintain all required documentation, including incident reports, guest registration, and safety logs, ensuring compliance with legal and company requirements.

• Operational & facility management:

Monitor the condition of the property overnight, ensuring that all facilities are in working order. Address any maintenance or housekeeping issues that arise during the night, ensuring they are handled quickly and efficiently. Work with the maintenance team to address emergency repairs when necessary.

• Inventory & supplies management:

Oversee the stock of front desk supplies, including keys/key cards, office materials, and emergency equipment. Ensure that the night shift is adequately equipped to handle any guest or operational needs and order supplies as needed.

• Communication & coordination:

Maintain clear and effective communication with daytime management, security, maintenance, and housekeeping teams. Ensure that all relevant information from the night shift, including incidents or maintenance issues, is documented and shared with the appropriate departments for follow-up.

• Administrative support & reporting:

Complete administrative tasks during the night shift, such as generating reports on occupancy, guest feedback, and incident documentation. Prepare reports for management on any issues that occurred during the shift, including any notable incidents or trends.

• Guest experience & satisfaction:

Ensure that guests’ needs are met throughout their stay, even during the night. Respond to special requests, such as late-night check-ins or room service inquiries, and follow up to ensure guest satisfaction. Address any guest complaints or concerns, ensuring timely resolution.

• Crisis management

Manage any crises or emergencies that arise during the night shift, including medical emergencies, security breaches, or facility malfunctions. Lead the response team, making decisions quickly and effectively to resolve the situation.

We’re looking for someone who:

• Previous experience managing a small team, preferably in a hospitality, property management, or customer service environment. Strong leadership skills with the ability to manage and motivate staff members.
• Excellent customer service skills, with the ability to resolve guest issues and complaints in a calm, professional manner. Experience in handling difficult or high-pressure situations with a customer-first attitude.
• Solid understanding of health, safety, and emergency procedures. Ability to respond effectively to safety concerns, medical emergencies, or incidents, ensuring that all procedures are followed.
• Experience in overseeing security and emergency response procedures. Ability to manage and de-escalate security or safety-related situations quickly and efficiently.
• Strong organisational skills, with the ability to manage multiple tasks at once. Ability to prioritise effectively and ensure that all night shift operations are carried out efficiently.
• Excellent verbal and written communication skills, with the ability to interact with guests, staff, and other departments in a professional manner. Ability to maintain calm and effective communication during emergency situations.
• Strong knowledge of legal and regulatory compliance requirements related to guest services, privacy, and safety. Ability to maintain accurate records and ensure compliance with all relevant laws and policies.
• Ability to think critically and make decisions quickly, particularly in high-pressure situations. Strong problem-solving skills to resolve guest or operational issues effectively.

About the role:

The Back of House Supervisor plays a critical role in overseeing the smooth, efficient, and compliant operations behind the scenes of the building. This position is responsible for supervising all operational and maintenance activities, ensuring that all back-of-house operations are executed to the highest standards of quality, safety, and regulatory compliance. The Supervisor will manage a small team that handles deliveries, maintenance, inventory, and other essential functions, while ensuring adherence to company policies, health and safety regulations, and due diligence procedures.

Responsibilities:

• Team Leadership & Supervision:

Lead, train, and mentor back-of-house team, ensuring that team members are fully equipped to meet operational requirements and uphold company standards. Provide consistent feedback and support to foster team growth and performance.

• Due Diligence & Regulatory Compliance:

Ensure compliance with all relevant regulations and internal policies, including those related to PPM, health and safety, compliance, and environmental standards. Conduct regular audits to ensure proper documentation, reporting, and record-keeping for all maintenance and operational activities.

• Health & Safety Compliance:

Oversee the implementation and enforcement of health, safety, and environmental standards. Conduct routine safety inspections of all back-of-house areas, equipment, and maintenance practices to identify hazards and mitigate risks. Ensure compliance with local regulations and company protocols for workplace safety.

• Risk Management & Emergency Preparedness:

Assist in the development and implementation of emergency preparedness plans and procedures. Act as a key point of contact in the event of an emergency, ensuring that team members understand and follow safety protocols. Coordinate emergency drills and ensure the availability of necessary equipment.

• Facility Maintenance & Cleanliness:

Supervise the maintenance and cleanliness of all community spaces and facilities. Ensure that routine inspections, repairs, and maintenance tasks are performed in a timely manner to meet health, safety, and operational standards. Manage preventive maintenance (PPM) schedules to reduce the need for emergency repairs.

• Inventory & Supply Management:

Maintain accurate records of inventory and supplies, ensuring that cleaning materials, maintenance equipment, and other essential items are adequately stocked. Monitor usage to avoid overstocking or shortages and ensure cost-effective purchasing practices. Perform regular audits to track stock levels and reorder supplies as needed.

• Problem-Solving & Troubleshooting:

Oversee the resolution of maintenance issues, repairs, and facility concerns, ensuring that problems are identified, escalated, and resolved quickly and efficiently. Collaborate with external contractors or service providers when necessary.

• Scheduling & Workflow Management:

Develop and manage schedules for the Loading Bay Supervisor and Maintenance Supervisor, ensuring appropriate coverage across shifts and maintaining alignment with overall operational needs. Monitor team performance to ensure tasks are completed efficiently and in accordance with safety standards.

• Operational Reporting & Documentation:

Keep accurate records of all maintenance activities, inventory usage, and team performance. Prepare regular reports for the General Manager or Assistant General Manager, detailing completed tasks, upcoming needs, and any potential challenges. Ensure that all documentation is organized and easily accessible.

• Collaboration & Communication:

Foster a collaborative relationship with other teams (community hosts, Housekeeping, F&B, wellness etc.) to ensure smooth operations and clear communication. Coordinate with management on issues related to safety, compliance, and operational efficiency.

We’re looking for someone who has:

• Proven experience in supervising or managing teams, particularly in facilities maintenance, housekeeping, or operations in a hospitality, property management, or community environment.
  
• In-depth knowledge of health and safety regulations, risk management practices, and emergency procedures. Familiarity with industry standards for maintaining safe and compliant workspaces.
  
• Understanding of due diligence processes and ability to ensure operations comply with regulatory and organisational requirements
  
  
• Strong critical thinking skills to identify and resolve maintenance, safety, and operational issues effectively and efficiently.
  
• Excellent organisational abilities, with the capacity to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
  
• Solid understanding of planned preventative maintenance (PPM) and general maintenance procedures. Knowledge of inventory management and scheduling systems is also beneficial.
  
• Strong verbal and written communication skills to effectively lead a team, communicate with management, and coordinate with other departments.
  
• High attention to detail in ensuring that all tasks are completed in accordance with safety regulations, maintenance schedules, and company standards.

About the role:

The Maintenance Supervisor is responsible for overseeing the overall maintenance operations within the building, ensuring all facilities and infrastructure are in optimal condition. This role involves coordinating repairs, managing planned preventive maintenance (PPM) schedules, and ensuring compliance with health, safety, and regulatory standards. The Maintenance Supervisor will play a key role in ensuring that the community operates smoothly, providing a safe and comfortable environment for all residents and guests.

Responsibilities:

• Maintenance Operations:

Oversee all maintenance activities and general building repairs. Ensure that both routine and emergency maintenance requests are addressed in a timely and effective manner. Coordinate with external contractors when necessary.

• Workshop management:

Ensure maintenance workshop is kept in good order and is organised, clean, and fully equipped to handle all maintenance tasks. Oversee the proper storage of tools, parts, and supplies. Ensure tools and equipment are regularly serviced, maintained, and in working order to avoid delays in operations.

• Preventive Maintenance & Inspections:

Develop, implement, and monitor a PPM program to reduce the likelihood of emergency repairs. Ensure that equipment, systems, and facilities are regularly inspected, serviced, and maintained in accordance with manufacturers’ specifications and safety standards.

• Health & Safety Compliance:

Ensure all maintenance operations comply with health and safety regulations and internal company policies. Conduct routine safety audits of maintenance procedures, tools, and equipment. Ensure that all work is performed safely, and that safety equipment is in place.

• Risk Management & Emergency Procedures:

Identify potential safety risks and maintenance issues that could lead to larger problems or disruptions. Implement corrective actions and ensure that emergency repair procedures are well understood by the team. Coordinate emergency repairs when required and ensure that procedures align with the building’s emergency protocols.

• Inventory Management & Supply Ordering:

Oversee inventory management, ensuring that maintenance supplies, tools, and equipment are adequately stocked and organised. Manage the ordering process for materials and ensure cost-effective purchasing practices are followed. Track usage and monitor stock levels to avoid shortages or overstocking.

• Work Order & Documentation Management:

Review and prioritise maintenance requests, ensuring that work orders are completed promptly and accurately. Maintain records of all repairs, maintenance activities, and inspections, ensuring that all documentation is up to date and compliant with regulatory requirements.

• Collaboration & Communication:

Coordinate with other departments, such as operations, housekeeping, and management, to ensure seamless communication and resolution of any facility-related issues. Provide regular updates to management on maintenance progress, issues, and potential risks.

• Due Diligence & Compliance:

Ensure that all maintenance activities are performed with due diligence and in compliance with legal, environmental, and regulatory requirements. Maintain accurate and accessible documentation for compliance audits and inspections.

We’re looking for someone who has:

• Technical Knowledge & Experience:

Good knowledge of building systems and maintenance procedures.

• Problem-Solving & Troubleshooting:

Strong analytical and problem-solving skills, with the ability to diagnose and resolve maintenance issues quickly and effectively.

• Organisation & Time Management:

Exceptional organisational skills and attention to detail, with the ability to prioritise tasks, manage multiple projects, and meet deadlines.

• Communication & Interpersonal Skills:

Strong verbal and written communication skills to effectively communicate with staff, management, contractors, and vendors. Ability to resolve conflicts and maintain positive working relationships.

• Due Diligence & Compliance Awareness:

Experience with ensuring compliance with building codes, regulations, and operational best practices. Ability to implement and maintain due diligence procedures to ensure regulatory compliance.

Physical Requirements

• Frequent lifting, carrying, and moving of materials and equipment (up to 50 lbs).
• Ability to perform manual labour tasks, including climbing ladders, crawling, and bending to perform maintenance tasks.
• Comfort working with maintenance tools and equipment, including safety gear when necessary.

 

About the role:

The Loading Bay Supervisor at Mason & Fifth Westbourne Park plays a crucial role in managing the operational flow of goods and services that come through the loading bay.

Responsibilities:

• Loading Bay Oversight:

You’ll be overseeing the day-to-day operations of the loading bay, ensuring the smooth and efficient handling of deliveries, goods movement, and general logistics within the facility. This includes ensuring the safe unloading, storage, and dispatching of materials.

• Team Management:

You will work with the wider Westbourne Park team to manage loading bay operations, ensuring tasks are completed efficiently and safely.

• Health & Safety Compliance:

Just like the Back of House Supervisor, you’ll be responsible for ensuring that all loading bay activities comply with safety regulations. This includes managing safe work practices, overseeing the handling of goods, and minimising the risk of accidents or damage.

• Inventory & Stock Control:

As part of your role, you’ll help manage inventory flow, tracking deliveries and ensuring the proper storage of materials. You’ll need to ensure there is no overstocking or shortages and maintain an organized space.

• Logistics Coordination:

You’ll work with external suppliers, contractors, and internal teams to ensure deliveries fall within their allocated time slot. You will have a thorough understanding of the Deliveries and Servicing Plan (DSP) and ensure that these parameters are always adhered to

• Problem-Solving & Troubleshooting:

You will be on the frontlines when issues arise—whether it’s a delivery delay, an issue with goods, or any logistical hiccups. Your ability to resolve these challenges quickly and effectively will be key.

• Documentation & Reporting:

You’ll maintain accurate records of all deliveries, inventory levels, and operations within the loading bay. This includes logging any discrepancies, damages, or delays and reporting them to management.

We’re looking for someone who has:

• Operational Experience:

Experience in logistics or warehouse operations is ideal. You’ll need to be confident in managing and handling operational tasks in a busy, dynamic environment.

• Health & Safety Knowledge:

A good understanding of safety protocols related to loading and unloading processes, as well as any regulations around handling goods and equipment.

• Organisational & Time Management Skills:
  

As the person overseeing the loading bay, you’ll need to be highly organised and able to manage multiple tasks at once—whether it’s coordinating deliveries or ensuring everything runs on time.

• Problem-Solving & Communication Skills:

Being able to think on your feet, quickly resolve issues, and communicate effectively with your team and suppliers will be essential to success in this role.

 

About the role

We are thrilled to introduce an incredible opportunity to lead the launch of a chic new restaurant and bar at a Mason & Fifth, Westbourne Park on the picturesque Grand Union canal. This landmark venue will feature an 80-100 cover restaurant, an outdoor terrace, a separate bar, and an in-house bakery. As General Manager, you will play a pivotal role in creating one of London’s most talked-about openings of 2025, with plans for future expansions already in the works.

You will oversee all operations, providing leadership to the team while delivering exceptional guest experiences. The venue’s ethos is built around the values of Quality, Community, Seasonality, and Hospitality, and we are seeking a passionate leader to champion these principles.

Responsibilities

• Operational Leadership: Ensure the smooth day-to-day running of the restaurant and bar, delivering best-in-class service across breakfast, lunch, and dinner shifts.
• Team Management: Recruit, train, and lead a talented team, fostering a positive, inclusive, and dynamic workplace culture.
• Guest Experience: Uphold high standards of hospitality, ensuring every guest enjoys an unforgettable dining experience.
• Financial Performance: Drive revenue and profitability, meeting and exceeding financial targets while managing budgets effectively.
• Wine and Beverage: Curate an innovative wine and drinks list, with the autonomy to explore both classic and natural options.
• New Openings: Lead the team through the opening process, ensuring a successful launch.

What we’re looking for

• At least 2 years of experience in a senior management role in restaurants, bars, or hotels.
• Strong operational skills and the ability to manage a high-volume venue with 100+ covers.
• A charismatic and engaging personality, with excellent leadership and communication skills.
• Passion for wine and creating exceptional beverage programs.
• Proven ability to inspire, develop, and lead a team in a high-pressure environment.
• Experience with new openings and all-day dining operations is a plus.

About Ham restaurants

Our restaurant group, celebrated for its stylish interiors and exceptional food, has joined forces with Mason & Fifth to bring a slice of East London to Westbourne Park. This vibrant space will blend contemporary design, innovative menus, and genuine hospitality to create a destination where quality, community, and seasonality are at the heart of everything we do. If you’re a strong leader ready to take on this exciting challenge, we’d love to hear from you. Join a team that values people, celebrates quality, and delivers extraordinary experiences.

 

About the role

This is an extraordinary opportunity to lead the kitchen of a canal-side venue set to become one of London’s most talked-about openings in 2025. The venue, part of a collaboration between Mason & Fifth and one of London’s most stylish restaurant groups, features 332 rooms, an 80-100 cover restaurant, a separate bar, an outdoor terrace, and an in-house bakery.

As Head Chef, you will oversee all kitchen operations, creating modern European menus while delivering an exceptional dining experience. The role offers immense creative freedom, backed by an environment where quality, seasonality, community, and hospitality are central to the company’s values.

Responsibilities

• Menu Development: Design, develop, and execute innovative menus that reflect the venue’s modern European ethos while incorporating seasonal ingredients.
• Kitchen Operations: Lead and manage a multifaceted kitchen, ensuring seamless service across breakfast, lunch, and dinner shifts.
• Team Leadership: Train, mentor, and inspire a large brigade, fostering a positive, collaborative, and respectful kitchen culture.
• Operational Excellence: Manage stock control, ordering, and kitchen budgets effectively.
• Compliance: Maintain high standards of health, safety, and food hygiene in line with company and legal requirements.
• Community and Sustainability: Support sustainable practices in sourcing and operations to align with our community-focused values.

What We’re Looking For

• Extensive experience as a Head Chef in high-volume, multifaceted operations, ideally within hotels or similar environments.

• Strong leadership and team management skills with a focus on inclusivity and empathy.

• A passion for quality, creativity, and innovation in food.• Exceptional organisational skills and the ability to thrive in a fast-paced, high-profile opening.

About Ham restaurants

Our restaurant group, celebrated for its stylish interiors and exceptional food, has joined forces with Mason & Fifth to bring a slice of East London to Westbourne Park. This vibrant space will blend contemporary design, innovative menus, and genuine hospitality to create a destination where quality, community, and seasonality are at the heart of everything we do. If you’re a strong leader ready to take on this exciting challenge, we’d love to hear from you. Join a team that values people, celebrates quality, and delivers extraordinary experiences.