Hotel Operations Manager

Hotel Operations Manager

Responsible for: Hotel Operational Heads of Departments (F&B, Rooms & Host)

Reporting to: General Manager

• Provide a communication channel between the General Manager and Operational Heads of Departments
• Provide clear direction and support to Operational Heads of Departments in relation to operational matters, KPI management and people management.
• Ensure brand standards (Excellence) are maintained in the hotel
• Ensure Guest Review Pro is a key focus in the hotel
• Coach Heads of Departments with development needs
• Deputise in the absence of the General Manager

• Big 4 – hit targets in food costs, wet margins, energy & payroll costs

• Drive a culture where hospitality is a key focus and support the hotel in achieving a Guest Rate overall satisfaction score of 85% (GSS & GRI)
• Support HODs in achieving monthly Mystery Dining audit score of over 90%
• Support and give feedback to HODs in driving Excellence in their departments and follow up with an action plan in departments not achieving audit score of over 85% each quarter

• Promote and encourage an engaged workforce
• Performance Manage poor performing HODs

• Strategy:
  Drive the group strategy consistently throughout the year.
• Ensure leisure, sales, finance, revenue, people and F&B initiatives are being followed and rolled out in all areas.
• Support the GM in communicating the strategy and create buy in with operational teams.
• Monitor progress on the delivery of the group strategy operationally.
• Drive heads of departments performance via their Key Performance Indicators.
• Commercial:
  • To flex payroll cost so it is always in line with revenue and benchmarks.
  • To ensure appropriate stock control processes are in place.
  • To control costs proactively to deliver profit conversion.
  • Build brand awareness utilising tools such as social media sites.
  • To ensure data is captured and recorded through all appropriate departments.
• Brand Delivery:
  • Ensure brand standards are consistently delivered using appropriate training resources, tools, audit measures/ actions plans.
  • Champion brand standards, influencing and coaching the team to deliver amazing hospitality and guest care.
  • Drive Excellence standards; carry out internal audits in departments within your hotel.
  • Support HODs in achieving Review Pro and Mystery Dining targets, making sure it’s living and breathing in every department.
• People Engagement:
  • Create, drive and achieve engagement in the hotel teams so employees are motivated to deliver amazing hospitality, monitoring this through engagement results.
  • Share experience and personal passion to lead a strong development culture, where the majority of managers are internally promoted from Team Leader level.
  • To participate in the recruitment and promotion of employees.
  • Conduct 6 monthly appraisals with operational HODs.
• Compliance / H&S:
  • To take reasonable steps to identify and where possible rectify risk and comply with all health and safety legislation, including insurance claims, near miss and accident reporting.
  • Ensure Upskill completion over 90% for each department.
  • Support operational HODs to drive H&S standards in their departments and achieve minimum 90% in 6 monthly Shield Audits.
• Mentor:
  Manage and coach operational HOD team.
• Provide regular updates on progress.

This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time.

Work, Grow, Play! Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With hotels and leisure clubs Aberdeen to Bournemouth and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.

• Complimentary full leisure club membership for you and a family member or friend worth £1500 annually.
• Employee Discount on overnight stays at Village Hotels starting from £35 based on 2 sharing.
• 50% discount on Food and Drink purchased on or off shift at any Village Hotel.
• Excitin…