Hotel Operations Manager

Overview

A fantastic Operations Manager job in London (Richmond) paying a salary of around £40,000 is available for a Boutique Townhouse/ Hotel. 50 well-appointed bedrooms combine bed and breakfast-inspired warmth and Victorian elegance to create an eclectic home away from home in southwest London. Your strong operational knowledge (Reception, Housekeeping, F&B, Maintenance/H&S); coupled with your natural passion for excellent hospitality and team development, will be key elements for supporting the General Manager in delivering excellent standards.

• Lead the daily hotel operation, driving team engagement, service excellence, and memorable guest experiences. Oversee recruitment, induction, development, and succession planning while implementing effective reward and recognition initiatives. Act as a visible leader and ambassador for the hotel, supporting the General Manager and representing the business as required.
• Ensure consistent delivery of Celebrity Service and Stand Out Service standards across the hotel, supporting the Celebrity Service Champion and monthly objectives. Maintain robust SOPs and ensure all team members are fully trained to deliver exceptional service at every stage of the customer journey.
• Create a warm and memorable sense of arrival through visible leadership and proactive hosting, particularly during peak times and ld strong customer relationships by anticipating guest needs, promoting product and service knowledge, and encouraging professional, attentive service. Embed effective service recovery processes, empowering teams to resolve customer queries promptly, positively, and with care.
• Lead upselling initiatives to support sales and marketing strategies while ensuring robust cost controls to achieve payroll and food and beverage margin targets. Ensure accurate revenue capture through effective EPOS training and maximise productivity by reviewing and optimising departmental rotas through multi‑skilling and flexible scheduling.
• Ensure all departments operate in line with revenue‑driving objectives while delivering the hotel's experience and vision. Actively support hotel and local sales initiatives, building strong relationships with key clients and taking a hands‑on role in show rounds and familiarisation visits.
• Responsible for Risk Management, covering Health & Safety, Food Hygiene, DPS controls, First Aid and Fire Safety, and managing the Flow Compliance System, ensuring that the hotel is fully compliant with all legislative responsibilities.
• Reporting into GM, overseeing all departments such as Reception, Housekeeping, Maintenance/H&S and the F&B Breakfast Restaurant.

• Strong front of house experience, with a particular focus on Reception, Housekeeping and Maintenance/H&S. Some F&B experience is also required.
• A highly motivated and inspirational leader with a strong customer‑first mindset, focused on operational excellence, revenue growth, and cost control. Ambitious, adaptable, and resilient under pressure, with a proven ability to drive company initiatives, build strong community and business relationships, and lead teams to deliver a consistent, differentiated, and memorable customer experience.
• Flexible to work to the needs of the business.
• Full time, permanent position.
• Salary of around £40,000 negotiated based on experience.

• Free staff meal on shift.
• Only serving breakfast (and occasional brunch/lunch) in the Restaurant. This makes it much easier to manage your hours and work life balance.
• Excellent development opportunities, part of a wider hotel management group.
• Discounted room stays and F&B across the UK.