Hotel Operations Manager

6 days ago

Bere Alston, Devon, United Kingdom Payman Club Full time
About the Role

We are seeking a highly skilled and experienced Assistant Manager to join our team at Payman Club. As a key member of our management team, you will be responsible for leading and managing the day-to-day operations of our hotel, ensuring that our guests receive an exceptional customer experience.

Key Responsibilities

Customer Service

  • Provide exceptional customer service to our guests, ensuring that their needs are met and exceeded.
  • Lead and manage a team of staff to deliver high-quality service to our guests.
  • Ensure that all customer complaints are handled efficiently and effectively.
  • Develop and implement strategies to improve customer satisfaction and loyalty.

People Management

  • Recruit, train, and develop a high-performing team of staff.
  • Manage staff performance, providing coaching and feedback to ensure that they are meeting their goals and objectives.
  • Develop and implement policies and procedures to ensure that staff are working efficiently and effectively.
  • Ensure that all staff are aware of and comply with company policies and procedures.

Finance

  • Manage the hotel's budget, ensuring that expenses are controlled and revenue is maximized.
  • Develop and implement strategies to improve financial performance.
  • Monitor and analyze financial data to identify trends and areas for improvement.

Property

  • Ensure that the hotel's property is maintained to a high standard, including regular inspections and maintenance.
  • Develop and implement strategies to improve the hotel's property and facilities.
  • Manage relationships with contractors and suppliers to ensure that they are providing high-quality services.

Health & Safety

  • Ensure that the hotel's health and safety policies and procedures are implemented and enforced.
  • Conduct regular health and safety inspections to identify potential hazards and take corrective action.
  • Develop and implement strategies to improve health and safety performance.

Requirements

  • 5 years plus experience in 3-4* hotels/within the hospitality sector in operational management capacity.
  • Experience of direct people management of a team.
  • Strong role model of excellent customer service.
  • Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do.
  • Approachable and open manner – able to demonstrate empathy and a personable approach.
  • Change agent who has experience of leading teams on a journey of continuous improvement.
  • Able to manage ambiguity well and turn it into action to provide clarity and direction.
  • Ability to influence stakeholders at all levels to gain buy in.
  • Account management experience is essential- Good understanding of P&L and path to profit, pitfalls and opportunities.
  • Comfortable making decision and be able to think innovatively about solving problems.

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