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Director of Hotel Operations

2 months ago

London, Greater London, United Kingdom CHL Head Office Full time
Job Description

Job Title: Head of Operations

Company: CHL Head Office

Job Summary:

The Head of Operations is a senior leadership role responsible for overseeing and managing the operational performance of a hotel group. The primary focus is to ensure smooth operations, exceptional guest experiences, and financial success across all properties within the portfolio.

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 key performance indicators (KPIs) related to operational performance, non-rooms revenue generation, cost control, and guest satisfaction.
    • Review and enforce operational policies, procedures, and standards across all properties to maintain consistency and quality.
    • Continuously assess market trends, industry best practices, and guest feedback to identify areas for improvement and innovation.
  • Team Leadership and Development:
    • Lead, mentor, and motivate a team of general managers, operations managers, and department heads, fostering a culture of collaboration, accountability, and continuous improvement, in alignment with the company's mission, vision, and values.
    • 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 operations team, identify talent gaps, and implement development plans to enhance individual and team capabilities.
  • Financial Management:
    • Analyse financial reports, identify variances, and implement corrective actions to optimize revenue and profitability.
    • Monitor and review financial performance, identifying opportunities to increase revenue, reduce expenses, and improve operational efficiency.
    • Collaborate with the finance team to develop and manage annual budgets, financial forecasts, and cost-control measures.
  • Guest Experience and Quality Assurance:
    • Ensure a consistent and exceptional guest experience across all properties, addressing guest feedback and resolving service issues promptly.
    • Implement and monitor quality assurance programs to maintain high standards of cleanliness, maintenance, safety, and service excellence.
    • 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.