Operations Manager

Job Title: Operations Manager

Purpose: The Operations Manager is responsible for overseeing the day-to-day operations of the aparthotel to ensure exceptional guest experiences, operational efficiency and adherence to brand standards. This role involves managing multiple departments, optimising processes, and driving profitability while maintaining high levels of service quality.

Responsible to: Cluster General Manager

Location: Locke London Tower Bridge Property based working 40 hours per week, 5 days over 7, reflecting business needs covering evenings and weekends where required.

Key Responsibilities 1. Operational Management

• Manage and coordinate all hotel departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and other operational departments.
• Ensure compliance with health, safety, and legal regulations.
• Monitor daily operations to maintain smooth functioning and resolve issues promptly.

2. Guest Experience

• Maintain high standards of customer service and guest satisfaction.
• Handle guest complaints and feedback professionally, ensuring timely resolution.
• Implement initiatives to enhance guest loyalty and repeat business.

3. Financial & Revenue Management

• Assist in budgeting, forecasting, and cost control measures.
• Monitor departmental expenses and implement strategies to maximize profitability.
• Assist General Manager to optimise occupancy and ADR (Average Daily Rate).

4. Staff Leadership & Development

• Recruit, train, and mentor department heads and teams.
• Conduct performance reviews and implement development plans.
• Foster a positive work culture and ensure compliance with HR policies.

5. Quality & Brand Standards

• Ensure all departments adhere to brand standards and operational SOPs.
• Conduct regular audits and inspections to maintain quality and consistency.
• Drive continuous improvement initiatives.

6. Strategic Planning

• Contribute to long-term operational strategies aligned with business goals.
• Identify opportunities for innovation and efficiency improvements.
• Support sustainability and corporate social responsibility initiatives.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Financial acumen and understanding of hotel revenue streams.
• Knowledge of PMS, POS and operational software.
• Ability to work under pressure and adapt to changing priorities.

Qualifications

• Bachelor's degree in Hospitality Management or related field (preferred).
• Minimum 5 years of experience in hotel operations, with at least 2 years in a managerial role.
• Proven track record in managing multi-department operations including F&B.