Head of Group Operations

Purpose:
As Head of Group Operations, you will lead the operational strategy and execution across a diverse portfolio of 30 lifestyle aparthotels. You will be responsible for driving operational excellence, guest experience, profitability, and team performance. Leading a team of three generalist Operations Managers, you will ensure consistency, innovation, and agility across all properties, while aligning with brand standards and business goals.

Responsible to: Head of Operations

Location and Hours:
Based 5 days a week in our offices in London Bridge

Key Responsibilities

Strategic Leadership

• Develop and implement group-wide operational strategies to enhance performance and guest satisfaction.

• Collaborate with senior leadership on growth initiatives, including new openings, refurbishments, and the delivery of industry-leading standards.

• Lead change management and continuous improvement projects across the portfolio.

Operational Oversight

• Ensure consistent delivery of brand standards, service quality, and compliance across all aparthotels.

• Monitor financial KPIs in cost control, guest satisfaction, and revenue generation.

• Oversee health & safety, risk management, and regulatory compliance.

• Build the Edyn "ways of working," including training collateral and SOPs.

• Drive industry-leading operational excellence across all properties, ensuring Edyn is fit for growth.

Team Management

• Lead, coach, and develop the three Operations Managers to ensure high performance and engagement.

• Foster a culture of accountability, collaboration, and innovation across property teams.

• Support talent development, succession planning, and recruitment for key operational roles.

Financial & Commercial Performance

• Work with Finance and Revenue teams to optimise profitability and cost control.

• Support budgeting, forecasting, and financial reporting processes.

• Identify and implement cost-saving initiatives without compromising quality.

Guest Experience & Brand Standards

• Champion a guest-centric culture across all properties.

• Ensure consistent delivery of lifestyle brand values and service ethos.

• Deploy brand auditing across properties, ensuring value for both guests and investors.

Cross-Functional Collaboration

• Partner with Marketing, HR, IT, and Development teams to align operations with broader business goals.

• Act as a key stakeholder in systems implementation, digital transformation, and sustainability initiatives.

Stakeholder & Owner Relations

• Act as the primary point of contact for ownership groups, ensuring transparency and trust.

• Deliver clear, data-driven reports on performance, strategy, and key initiatives.

• Collaborate with corporate teams in Revenue, Marketing, Finance, and HR to align property goals with business objectives.

Qualifications & Experience

Education

• Bachelor's degree in Hospitality Management, Business Administration, or a related field, or 10+ years of relevant industry experience.

Experience

• 5+ years of leadership experience in hospitality, ideally multi-site operations.

• Proven ability to manage budgets and KPIs with strong commercial acumen.

• Strong leadership and people management skills.

• Excellent communication, problem-solving, and decision-making abilities.

• Comfortable with travel and working in a fast-paced, dynamic environment.