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Operations Director

2 months ago

London, Greater London, United Kingdom CHL Head Office Full time
Job Title: Head of Operations

CHL Head Office is seeking a highly skilled and experienced Head of Operations to lead our hotel group's operational performance. As a senior leadership role, you will be responsible for overseeing and managing the day-to-day operations of multiple hotels, ensuring high standards of service, efficiency, and guest satisfaction.

Key Responsibilities:
  • Operational Management: Oversee the day-to-day operations of multiple hotels, ensuring high standards of service, efficiency, and guest satisfaction.
  • Establish and Monitor KPIs: Establish and monitor key performance indicators (KPIs) related to operational performance, non-rooms revenue generation, cost control, and guest satisfaction.
  • Review and Enforce Policies: Review and enforce operational policies, procedures, and standards across all properties to maintain consistency and quality.
  • Market Trends and Guest Feedback: Continuously assess market trends, industry best practices, and guest feedback to identify areas for improvement and innovation.
Team Leadership and Development:
  • Lead and Mentor: Lead, mentor, and motivate a team of general managers, operations managers, and department heads, fostering a culture of collaboration, accountability, and continuous improvement.
  • Provide Guidance and Support: Provide guidance and support to the operations team, ensuring they have the necessary resources, training, and tools to excel in their roles.
  • Grow and Develop the Team: Grow and develop the operations team, identify talent gaps, and implement development plans to enhance individual and team capabilities.
Financial Management:
  • Analyse Financial Reports: Analyse financial reports, identify variances, and implement corrective actions to optimize revenue and profitability.
  • Monitor and Review Financial Performance: Monitor and review financial performance, identifying opportunities to increase revenue, reduce expenses, and improve operational efficiency.
  • Collaborate with Finance: Collaborate with the finance team to develop and manage annual budgets, financial forecasts, and cost-control measures.
Guest Experience and Quality Assurance:
  • Ensure Guest Satisfaction: Ensure a consistent and exceptional guest experience across all properties, addressing guest feedback and resolving service issues promptly.
  • Implement Quality Assurance: Implement and monitor quality assurance programmes to maintain high standards of cleanliness, maintenance, safety, and service excellence.
  • Stay Updated on Industry Trends: Stay updated on industry trends and customer expectations to enhance the guest experience and drive loyalty.
Direct Reports:
  • Area General Manager (Zedwell)
  • Area General Manager (Cluster)
  • General Manager (Moxy)
  • General Manager (Capsule Hotel)
  • Group Engineering Director (shared service)
Key Stakeholders:
  • MD of Hotels
  • Head of HR (group)
  • Head of Finance (hotels)
  • Head of Commercial (hotels)
Personal Attributes:
  • Strong, hands-on work ethic
  • Competent, confident self-starter
  • Ability to challenge the norm and think outside the box
  • Dynamic and agile
  • Determined and persistent
  • Cost-conscious
  • Humble and respectful
Qualifications and Skills:
  • Bachelor's degree in hospitality management, Business Administration, or a related field.
  • Extensive experience (typically 10+ years) in hotel operations, including leadership roles at a senior management level, ideally within both own brand and franchise brand experience.
  • Pre-opening experience and suitable scale/volume of experience.
  • Strong business acumen with a proven track record of driving financial performance and achieving operational targets.
  • Excellent leadership and people management skills, with the ability to inspire, develop, and motivate a diverse team.
  • Exceptional communication and interpersonal skills to collaborate effectively with various stakeholders.
  • In-depth knowledge of hotel operations, industry trends, and regulatory requirements.
  • Proven problem-solving and decision-making abilities, with the capacity to handle multiple priorities and adapt to a fast-paced environment.