RSC Operations Manager

Clermont Hotel Group offers a rich and diverse portfolio for a range of guest needs, and helps employees forge lasting and successful careers in hospitality. An experienced hospitality company, we offer a warm, guest-centred experience - but we are, at our heart, a people company and strive to connect personally with our guests, partners, investors, and colleagues to create an extraordinary experience for all.

With over 4000 rooms, 100+ event spaces, plus stylish bars and restaurants, our hotels have plenty of space for everyone to meet, sleep, and dine. All kinds of extraordinary, for all kinds of people.

At Clermont Hotel Group, we believe that real hospitality starts with real people. We're looking for an RSC Operations Manager based at our Tower Hotel, to support the running of our Reservations Sales Centre - keeping the team focused, engaged and continually growing. If you love developing people, improving processes, and being part of something that's bold, adaptable and real - this could be your next extraordinary opportunity.

What you'll be doing

As our RSC Operations Manager, you'll be at the heart of delivering an exceptional guest booking journey. Supporting the Head of RSC, you'll help shape a department that's efficient, proactive and people-led, ensuring our teams in RSC are equipped to convert calls and provide a standout guest experience.

This role blends operational excellence, coaching, and commercial thinking - building team capabilities and supporting both short-term performance and long-term growth.

• Supporting the day-to-day running of the Reservations Sales Centre and managing the office in the absence of the Head of RSC
• Onboarding new team members - organising inductions, showarounds, and setting them up for success from day one
• Tracking probation reviews and job chats to ensure feedback is meaningful and timely
• Monitoring conversion rates, guest feedback and service standard - celebrating what's working and taking action when needed
• Running observations and test calls to enhance quality and guest satisfaction
• Driving personal development through coaching and identifying training needs
• Supporting with recruitment, retention and team engagement
• Working with the Head of RSC on longer-term strategy across people, process and tech
• Leading on monthly hotel familiarisation trips (fam trips) and ensuring learning is applied
• Collaborating with our L&D team to support wider Clermont learning programmes
• Keeping up with industry trends and bringing fresh ideas into the team

What you'll bring

• A positive, people-focused leader who's passionate about nurturing potential
• A background in Reservations, Sales or Front Office (Assistant Front Office Manager/Duty Manager or above)
• Experience onboarding and coaching team members
• Comfortable with systems like Opera and confident using Microsoft Office
• A strong communicator with natural influence and a relatable style
• Commercially minded and able to bring data to life through insight
• A team player who's adaptable, organised and ready to take ownership

What you'll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we'll take care of you at every step of your journey so that you can take care of our guests.

In fact, we're so committed to this that our 'People Promise' sets out how you can expect us to support you at every step of your application and your career with us. Whether that's your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We're here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing - You work hard, so we'll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream - You'll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks - Savings on 1000's of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend - Earn up to £1000 when friends join our team
• Interest-Free Loans - Season ticket loans to make commuting easier

Mental & Physical Well-being - We're here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line - Free, confidential advice
• Be Well Platform - Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community - We're proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• 'Wonderful People' Awards - Monthly, quarterly, and annual recognition
• Social & Seasonal Events - Fun, inclusive celebrations
• People Council - A platform for every voice
• Paid Volunteering Days - Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.