Operations Manager
Posted 5 hours 2 minutes ago by Apex Hotels
This is a highly visible role and as the daily face of the Hotel, you will be responsible for overseeing the continual development and delivery of the Apex guest journey, the brand standards, cost controls & Hotel profitability, Health & Safety, Sustainability, & Team culture. Solid demonstration of Team leadership, Accountability, and delivery of Results is paramount for this role.
This role will involve operational coverage across a seven-day week rota, as required by the business. Your main responsibilities are for your home base and you will be comfortable and happy to work with a One-Team mentality, ensuring best practice is shared and encouraged across the Region of Hotels you are a part of.
Key Responsibilities- To be highly visible at key operational times to ensure the drive and enhancement of the customer experience
- Maintain staff focus on 'the Customer's need', individualising and personalising service where possible and encouraging staff initiative
- Development and implementation of customer service plans that support the maintaining and continued high performance growth of our customer NPS
- Ownership of the full in stay and post stay customer service lifecycle, continually reviewing where improvements can be made and following up on customer feedback and addressing service gaps
- Collaborate with HOD's and Sales to support in following up customer lead opportunities and actively grow the business
- Work with HOD's to ensure that teams are upskilled and multiskilled in line with business requirements
- Work with the HOD's to translate annual strategic business plans into considered departmental scorecard targets and associated activity plans
- Ensure F&B strategies, Menu implementation, packages and promotions are delivered on time, and that strategies are simplified, understood, and communicated through to all teams, ensuring delivery of Revenue targets.
- Create and ensure a "Sales Team mentality" across all departments. (Upselling, cross selling)
- Continuously look for and action Cost saving strategies.
- Ability to maintain and enhance a guest and team centric culture
- Communicate effectively at all levels both verbally and in writing
- Influences and inspires confidence
- A coaching, supporting and challenging mentality that delivers operational results
- Builds effective and productive relationships (internal & external)
- Create an open environment
- Identifies and manages best resources to achieve targets
- Translates strategies into practical plans
- 35 days holiday
- Training and development from day one
- Employee events and celebrations
- Inhouse company interactive employee communication APP
- Entry to our state-of-the-art gym and pools
- Healthy meals to enjoy while you're working.
- Access to an external Employee Assistance Programme
- Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date.
- £200 referral bonus when your friends or family join the team.
- Access to our discounts and wellbeing platform "Treat Yourself Here", unlocking savings and experiences for you and your family.
- Involvement in our employee recognition schemes
- Long service recognition
- Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
- 50% discount in our restaurants
- Cycle to Work Scheme
- Discounted room rates for employees, friends, and family
- Spa treatments and product discounts
- Life Assurance cover