Hospitality Manager

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 23,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down disappointed head-hunters for years. Whatever your priorities – work/life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

The Hospitality Manager will oversee the day-to-day delivery of hospitality services across internal and executive floors, ensuring seamless operations, high service standards, and team coordination. This role is pivotal in maintaining Howden’s reputation for excellence in client service and internal support. This is a great opportunity for an experienced support manager who thrives in a busy and developing environment. In this role, you will also be a strong support for the Head of Hospitality.

• Deputy to the Head of Hospitality, leading and supporting a team of Hospitality Assistants and Hospitality Coordinator

• Take the lead during Head of Hospitality’s periods of absence,

• Ensure all hospitality services are delivered in line with SOPs and Howden brand standards

• Manage the day-to-day performance and conduct of the Hospitality team, dealing quickly and professional with any issues that arise

• Conduct monthly team meetings

• Conduct performance reviews and one to ones – ensuring constructive and timely feedback is provided to improve productivity

• Organise and supervise shifts, manage the staff rotas to ensure that staff are well supported whilst ensuring all client events are fully staffed

• Ensure employees are trained on appropriate customer service practices, uniformed, and briefed for each shift

• Support recruitment, onboarding, and development of team members

• First point of contact for absence reporting and responsible for reviewing and approving all team annual leave

• Ensure unplanned absences are reported to Head of Hospitality in a timely manner so adequate resourcing can be secured to meet business need

• Work with Head of Hospitality to ensure all SOPs are updated and amended accordingly

• Implement policies and protocols that will deliver high quality service levels

• Ensure the team offer all client guests refreshments and support for their meeting, regardless of which floor they are being served on

• Provide concierge-level service for executive meetings and VIP guests

• Oversee fine dining service and manage last-minute requests with discretion and efficiency

• Act as point of contact for client-facing hospitality queries and feedback

• Maintain accurate records for training, appraisals, and operational reporting

• Work with Head of Hospitality to contribute to service improvement initiatives

• Ensure adherence to food safety, hygiene, and health & safety regulations.

• Ensure that all polices and procedural requirements of both legislation and company are being adhered to, to always promote a professional and forward approach.

• Work with the Hospitality Coordinator and Events team to ensure smooth running of events with the appropriate staff

• Liais…