Operations Manager

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day''s leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

• Ensure fellow team members are trained to deliver the Aloft guest journey in line with Marriott brand standards from pre-stay until post-stay guest engagement.
• Foster a guest-first culture, motivating your colleagues to exceed expectations in every interaction to enhance the guest experience to drive a repeat business culture
• Mentor the ground floor team, ensuring a culture of exceptional hospitality, guest engagement, and professionalism.

• Ensure all guest interactions are warm, professional, and aligned with the brand & RBH’s high service standards.
• Oversee VIP guest experiences, ensuring personalised service and seamless fulfilment of special requests.
• Develop and implement a pre-stay and post-stay call strategy, ensuring guests are welcomed before arrival and followed up with after departure to enhance satisfaction and encourage repeat stays.
• Clarify the guest’s reason for visiting and identifying and exceeding expectations.
• Manage guest feedback and online reviews, responding to guest comments professionally, identifying service trends, and using insights to enhance guest satisfaction.
• Develop a network of local suppliers to offer truly unique experiences to our guests
• Take ownership of guest complaint resolution, ensuring swift action and service recovery strategies that turn negative experiences into positive ones.
• Supervise check-in and check-out operations, ensuring efficiency, accuracy, and an outstanding first and last impression.
• Ensure full-service steps are delivered across the F&B ground floor operation from breakfast service to late bar.
• Ensure the smooth running of M&E business and delivery as per contract requirements.
• Ensure a sale through service culture to meet the guest needs and deliver the hotels targets
• Oversee the guest loyalty programme, promoting benefits and encouraging sign-ups to drive retention.
• Ensure VIP guests receive personalised pre-arrival calls to confirm special requests and preferences, such as room setups, dining reservations, and transport needs.
• Monitor and respond to all online guest reviews within 24 hours, implementing improvements based on recurring feedback themes.
• Work with the housekeeping team to establish an in-room welcome touch for VIPs, such as handwritten notes or complimentary amenities.
• Analyse guest complaints regularly, identifying common issues and implementing solutions to prevent reoccurrence.

• Report directly to the Operations Manager, providing insights on guest satisfaction, review performance, and service trends.
• Work closely with culinary team to develop best in class amenity offering, recognising the individuality of our guests
• Maintain full compliance with brand policies, SOPs, and operational procedures, aligning with industry standards.
• Participate in shift briefings and operational meetings, ensuring the team is aligned on VIP arrivals, guest requests, and daily priorities across the ground floor operation.
• Monitor guest service workflow, implementing efficiency improvements to reduce wait times and enhance service levels.
• Work closely with security teams to…